Returns & Exchanges

We want our trade partners to be happy with their purchase so we have a comprehensive Return & Exchange policy to assist you.

We have a Change of Mind Return Policy in addition to your rights under the Australian Consumer Law (including any rights in respect of faulty items).

Assembly of your Product

We request that customers inspect all the components of the product before commencing assembly.

Please do not attempt assembly if you believe products are damaged or missing.

Contact Hk Brands at hello@hkbrands.com.au and email photos of your concerns.

If you do not intend to open or use the product for some time, we do request that you inspect the components within 7 business days of the order so we can assist you if necessary. After this time, our suppliers will not accept claims from HipKids.

How do I return a product?

We offer a 30-day money back guarantee on our online purchases and 30 days for our retail store purchases for Change of Mind returns. T&C's apply.

If you have changed your mind and would like to return products in your order, please email hello@hkbrands.com.au within 30 days of the invoice/receipt.

Please provide your order number and any relevant photos and our team will be able to assist you.

Return T&C's

• Products purchased on sale or as a part of a promotion cannot be returned as a Change of Mind return
• Gift Vouchers are non refundable and cannot be exchanged

Can I cancel my order?

If your order has not been processed, you may be able to cancel your order.

Please contact us at hello@hkbrands.com.au as quickly as possible to see if we can cancel the order.

If the order has already been processed and is ready to ship from one of our warehouses, you will need to refer to the Change of Mind return policy.

The cartons in my order look like they have been damaged in transit – what do I do?

Please refer to our Warranty page for more details.

This must be reported to us within 7 business days of delivery.

For beds, mattresses, cubbies & other oversized items, please refer tour Warranty page for more details.

This must be reported to HipKids within 7 business days of delivery.

My item is faulty – what do I do?

Refer to our Warranty page

I have received the incorrect product – what do I do?

Please email hello@hkbrands.com.au immediately once you know you have been sent the incorrect product.

Please provide photos in the email of the carton and the product & shipping labels on the carton you have received.

We'll send you the correct product when:

• We have received the original (incorrect) product from you. All returns are to be taken by customer to your local Australia Post Office. We'll provide a Reply Paid label so there is no cost the customer to return the incorrect item
• The returned (incorrect) product is in its original factory packaging, unused, unassembled and in its original resalable condition.
• Correct item will be sent to the original address on order, unless otherwise agreed to in writing

Change of Mind Returns:

If you have changed your mind and want to return an item you have purchased online:

• This can be done up to 30 days from the date of the purchase
• If the item/s meet the return criteria, the product can be refunded, less shipping charges
• Refunds will be processed within 3-5 business days from the item being received at our office.

Customers are responsible for the return of the mattress to HipKids for a Change of Mind return.

Please email hello@hkbrands.com.au for more details.

All Change of Mind return products must meet the following criteria:

• The goods must be unused, unassembled and in the original factory packaging (the product & packaging must be in suitable condition to resell)
• The original packaging must not be damaged
• Proof of Purchase must be provided
• Change of Mind return goods must be returned to our office at the expense of the customer.

Returned parcels must have customer information and order number included.

The goods will be assessed once they are received at our office.

If the product and/or packaging have been damaged in transit due to inadequate care repackaging the item on its return to HipKids, the refund amount will incur a 25% re-stocking fee (of the original purchase price).

A $15 handling inspection fee will be applied to all returns.

If the returned product meets the criteria, a refund less original shipping charges & handling fee will be processed within 3-5 business days.

The refund will be processed using the original method of payment.