RETURNS AND EXCHANGES

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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). 

You will be eligible for Refund, Exchange/Store Credit if your item is in new, unused and resalable condition.

We offer easy returns for Exchanges and Store Credits, and charge a $9.95 return shipping fee for both Refunds and Exchanges.

HOW TO RETURN AN ITEM

Step 1 – Write to our team at hello@thememo.com.au to receive your RA

Step 2 – Package your item carefully and attach the shipping label with RA reference emailed to you

Step 3 – Head to your closest collection point and send your parcel back to us. Returns without an authorisation will not be accepted.

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
  • Intimates
  • Breast Pumps & Accessories
  • Prams & Strollers*
  • Car Seats
  • Capsules

* with the exception of Redsbaby 30 day indoor trial policy and Koala 120 day trial policy.

Personalised Products

Please choose carefully as personalised items cannot be returned for a refund, exchange, or store credit, unless faulty. For faulty items, we will offer either an exchange or refund.

Exceptions

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. Please know the risk free trial policy does not cover change of mind returns at The Memo.

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.

If your return does not meet our return conditions, we will issue a credit instead of a refund.

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.

GIFT REGISTRY RETURNS

Gifts purchased from your registry can be returned in line with our 30 day return policy, for an exchange or store credit. The purchaser of the gift will not be notified should you wish to return an item.

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).  

IN-STORE PURCHASES

Purchases made at a The Memo retail store must be returned to the store, not online via Loop Returns platform. Please note that our store returns policies may differ from our online returns policies. Make sure that you ask the store if you have questions about their policy. You may return or exchange an online order in store, to do this you must provide a valid proof of purchase so please share this with the store team.

REDSBABY TRIAL

The 30 Day Trial starts from the day you receive your products. When your pram arrives, unbox it and set it up to ensure it's right for your family. You are required to unbox your products inside on a soft surface such as a rug or carpet as any products showing signs of use will not be eligible for a refund. Should this not be right for you, products must be returned in unused, resalable condition with all original labels and packaging.

To begin your return, please get in touch with our team at hello@thememo.com.au and we will provide you with the details needed to action your return.

Alternatively, complete the 30-Day Indoor Trial Return Request form here: https://redsbabyhelp.zendesk.com/hc/en-au/requests/new?ticket_form_id=360000046316

KOALA 120 DAY TRIAL

Koala offer a 120 night trial period for all products purchased on our website — full-price or on sale. If you’re not sold by 120 nights, you can return your product, and even if you’ve used it you'll get a full refund on your purchase (including original delivery charges).

The return shipping is covered for all products in metro areas of Sydney, Melbourne, Brisbane, Adelaide, Canberra and Perth, and if you're returning a mattress, bed base or sofa we'll pick your return up for free.

For all regional and rural deliveries, the 120 night trial is still available, however the return shipping is not covered. We'll get you to return the product back to your nearest returns Koala Customer Order Fulfilment Centre (Sydney, Melbourne, Brisbane, Adelaide, Perth).

For returns within the 120 night trial and products under warranty, contact the Koala customer service team on commercial@koala.com or via the Contact Us page on their website and provide:

Your full name

Order number

Product

A summary of your reason for return

If you don't hear back from the Koala team please contact our customer service team at hello@thememo.com.au

HAPPIEST BABY SNOO 30 DAY NO RISK TRIAL

Your SNOO Smart Sleeper comes with free returns and a worry-free, 30-day trial. If within 30 days of receipt of your SNOO, you are dissatisfied with your purchase, you may return it for a full refund of the purchase value. To begin your return, contact our team at hello@thememo.com.au. Please know the risk-free trial policy does not cover change of mind returns at The Memo.

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.

Contact us

We're here to help! Get in touch with our team at hello@thememo.com.au.

Or call our Customer Service team on 03 9000 0654

Monday to Friday 9am-5pm.

We will respond as soon as we possibly can.

Melbourne Flagship Boutique - Armadale

Locations
Armadale Boutique

1155 High Street, Armadale, Victoria 3143
  • Monday – Friday
  • 10am - 5pm

  • Saturday
  • 9am - 5pm

  • Sunday
  • 10am - 4pm

For any store enquiries, our Armadale team can be contacted on during opening hours.

03 9599 2712

Get in touch

Locations
Armadale Boutique

1155 High Street, Armadale, Victoria 3143
  • Monday – Friday
  • 10am - 5pm

  • Saturday
  • 9am - 5pm

  • Sunday
  • 10am - 4pm

For any store enquiries, our Armadale team can be contacted on during opening hours.

03 9599 2712

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