Refund policy

Returns Policy

 

We want you to feel confident shopping with The Baby Island. If you’re not completely satisfied, we’re here to help.


We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.


This policy is provided in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes or limits your rights under the ACL.

 

 

Eligibility for Returns

 

To be eligible for a return:

 

  • Items must be unused, unopened, and in the same condition as received

  • Items must be in original packaging with tags attached

  • Proof of purchase (order confirmation or receipt) is required

 

We do not accept returns for items that have been:

 

  • Opened or used

  • Washed, damaged, or altered

 

 

Hygiene Products (Nappies & Personal Care)

 

Due to the nature of nappies and personal hygiene products:

 

  • We do not accept returns or exchanges for change of mind once the packaging has been opened

  • Unopened packs may be returned within 30 days if all eligibility conditions are met

 

However, this does not apply to faulty, damaged, or incorrect products, which will be handled in accordance with Australian Consumer Law.

 

 

How to Request a Return

 

To start a return:


Step 1 – Email us at info@thebabyisland.com.au with:

 

  • Your order number

  • Reason for return

 

Step 2 – Wait for confirmation and return instructions


Step 3 – Send the item(s) back to the provided address

 

 

Return Shipping

 

  • Change of mind: Customers are responsible for return shipping costs, including any customs or handling fees

  • Faulty or incorrect items: We will cover return shipping costs

 

Please note:

  • Items sent back without prior approval will not be accepted

  • We recommend using a trackable shipping method

 

 

Faulty, Damaged, or Incorrect Items

 

Please inspect your order upon delivery.


If you receive an item that is:

  • Faulty

  • Damaged

  • Incorrect

 

Please contact us as soon as possible at info@bebetour.com.au and provide:

 

  1. Order number

  2. Photos of the item and packaging (including shipping label)

  3. Description of the issue

 

We will arrange a replacement, refund, or resolution as quickly as possible.

 

 

Sale & Promotional Items

 

  • Items purchased on sale or with promotional discounts are not eligible for refunds for change of mind

  • However, this does not affect your rights if the item is faulty or not as described

 

 

Exchanges

 

We do not offer direct exchanges.


The fastest way to get your preferred item is to:

 

  1. Return the original item (if eligible)

  2. Place a new order

 

 

Refunds

 

Once your return is received and inspected:

 

  • You will be notified of the approval status

  • If approved, refunds will be issued to your original payment method within 10 business days

 

Please note:

 

  • Banks or credit card providers may take additional time to process the refund

  • If more than 15 business days have passed, please contact us

 

 

Important Notes

 

  • Promotional discounts are non-refundable and cannot be reissued

  • Items from multiple orders may be returned together (with approval)

  • Please do not return faulty items unless instructed — we may resolve the issue without requiring a return

 

 

Need Help Choosing?

 

Choosing the right nappies can be challenging.


We recommend starting with our Trial Pack to test different brands and features (softness, breathability, absorbency) before committing to full packs.

 

 

Contact Us

 

For all return enquiries, please contact:

📧 info@thebabyisland.com.au