Returns and Exchanges

We have created an edit of only the best products in the baby sphere that we trust, know work and think you need. With this in mind, we give you 30 days from your purchase date to make a return or exchange (some exclusions apply)  

  • Refund - if product returned is in a new, unused and resalable condition
  • Exchange/store credit - if product returned has been lightly sampled, opened or unwrapped 

 

 

EXCLUSIONS & EXCEPTIONS

Please note that there are items that are not eligible for a return due to safety and sanitary reasons, so please choose carefully. These categories include

  • Cots
  • Bassinets
  • Mattresses
  • Play Mats
  • Furniture
  • Change Mats
  • Breastpumps and Breastcare
  • Sanitary Items, eg Perineum Care
  • Intimates
  • Pelvic Floor Trainers
  • Electrical's

Exceptions will be granted if The Memo is at fault, for example for any faulty products or dispatch errors. If you have received a faulty item please contact us via hello@thememo.com.au with your order number and images of the fault.

AfterPay and Klarna Purchases: You are eligible for exchange or credit only (this is due to the cost we incur for offering these services on our website).

The Happiest Baby SNOO Smart Sleeper sits under the Happiest Baby 30 Day Worry Free Return Policy.

 

RETURNS FAQS

How long do I have to return my order?
If you would like to return your order, you must contact us within 30 days of placing your order to let us know.


Is return postage covered?
For loyalty members of The Feel Good club, yes!  Not yet a member? Easy, just sign up here to get full access.
For all other eligible returns there is a freight fee of $9.95.  

 

Can I return a Bulky Good item?
Bulky Goods are not eligible for a return. Please choose carefully. If you are confused as to whether or not an item is eligible for a return, please refer to the product page which is marked if an item is ineligible. 

 

I received the wrong item. What do I do? 
If you have received the incorrect item with your order, please contact our customer service team at hello@thememo.com.au so we can organise the correct style to be sent out to you.

 

I received a faulty item.
If you have received a faulty item from our online store, please contact us via hello@thememo.com.au with your order number and images of the fault.

 

What happens to the returned items?
We donate usable product to our charity partner, St Kilda Mums, a charity who collects & redistributes essential nursery equipment for babies & school age children.

 

How can I get assistance?
All you have to do is send us an email hello@thememo.com.au and let us know what issues you’re having. Feel free to also send us photos if it helps to explain your issue.

 

EXCHANGES

Please note that exchanges are subject to availability. If there is no longer stock available, please select an alternative item, store credit or (if eligible) a refund.

We will honour the promotional price for the same item as purchased in a different size. An exchange for a different colour or style will be accepted up to the same value as purchased. Any additional charges will show in the checkout. 

 

STORE CREDIT

Store Credits are issued for the amount paid (less any discounts). Your credit will be emailed to you in the form of a digital Gift Card, once your return is processed.

Your The Memo store credit is valid for 3 years after the date of creation, so you’ll have plenty of time to find the perfect replacement. 

If you lost the details of your store credit, contact us at hello@thememo.com.au and we can re-email it to you.

 

REFUNDS

If you are entitled to a refund, your refund will be processed back to your original payment method.

Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.

 

SALE ITEMS

From time to time we might run promotions that have different return conditions. 

See our T&Cs for any current promotions. 

Please choose carefully as sale items cannot be returned for refund, exchange, or store credit, unless faulty. For faulty items, we will offer either an exchange or refund.  Sales items are not available in conjunction with any other offer unless otherwise stated (eg sign up 10% discount).  



CONTACT US

Any other questions? Shoot us an email or call us on (03) 9555 5099 (9am to 5pm AEST/AEDT, Monday to Friday).


Consumer Guarantees

As a consumer you are entitled to the benefit of consumer guarantees in respect of items purchased from the memo that cannot be excluded under the Australian Consumer Law. In accordance with Australian Consumer Law, if the item has a major failure, you may reject the item and seek a refund or exchange, or you may keep the item and seek compensation for any drop in the value of the product.

Where an item is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer warranty may not apply, and the memo may not provide a refund, exchange or repair. The memo will require an original proof of purchase before providing a remedy under the Australian Consumer Law.

Consumer guarantees cannot be excluded and are in addition to any manufacturer warranties or extended warranties purchased or given to you.

Where your rights under the Australian Consumer Law do not apply but the item is covered by a separate manufacturer's warranty, you may need to seek a remedy from the manufacturer directly in accordance with the manufacturer's warranty. The memo can put you in touch with the manufacturer should you have any questions regarding manufacturers warranty and return policy, such as the assessment process, required repair works and indicative repair times.

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