Refund policy

Some unforeseen situations may prompt you to request a return, during these times, we will be ready to help! Here is a list to guide you on common product return concerns. Please visit the specific warranty pages of the product for any warranty concerns.   

All Returns Must be Requested via the Returns Centre

An RMA# is required for your return request to be accommodated. This is generated by submitting a return request via the Returns Center.

Unopened Packages

Any unopened package may be returned, within 5 business days of receipt of the goods, in its original, brand-new and saleable condition at a 25% restocking fee. The cost to return the goods will be at your expense. A photo of the product before it is shipped back is required and we must receive the return tracking number. Once received and inspected, you may expect a refund for the full product price less any corresponding fees. This is non-negotiable. 

Change of Mind

We highly encourage you to review the product details carefully or even contact our team for advice and product recommendations as Consumer Guarantees do not apply in the following cases: 

  • You got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
  • Misused a product in any way that caused the problem
  • Knew of or were made aware of the faults before you bought the product
  • Asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.

Opened Packages

Any opened packages are still eligible for return within 5 business days of receipt of the goods with a 35% restocking fee. This is to cover expenses for testing, cleaning and repackaging the product. The cost to return the goods will be at your expense. A photo of the product before it is shipped back is required and we must receive the return tracking number. Once received and inspected, you may expect a refund for the full product price less any corresponding fees. This is non-negotiable.

Made to Order, Installed or Assembled Products, Custom-Made Items, Bulky Products, Open Box Products and Used Products that affect its hygienic stature are not eligible for returns. We highly encourage you to review the details of the product carefully or even contact our team for advice and product recommendations.

Cancelled Orders 

Once the goods have been shipped out and are with a courier we are no longer able to cancel the order. Refusal of the delivery will have to be categorised under the standard returns policy. 

Damaged Items

Upon delivery of the goods, you are required to inspect the product and report any noticeable damages on the same day of the delivery. Otherwise, accepting the delivery means you will be responsible for the possible return or repair of the item. 

Damaged Outer Packaging

We require that you take a photo of the heavily damaged outer packaging upon delivery. You may then refuse the acceptance of the delivery or contact us to report the damage on the same day of the receipt of the goods. This is to be eligible for a free replacement.

Suspected Damage

For cases where there are slight damages to the packaging but you suspect that the items might still be intact, we require that you inform the driver and note "Possible Freight Damage" upon acceptance of delivery. Please take a photo and email this to us at support@kidscarsales.com.au the same day the goods are delivered. This is the way to minimise issues should there be a need to file a claim later on.  

Incorrect Delivery

If we happen to send you incorrect products, we apologise in advance! We require that on the same day of the delivery you submit a return request via the Returns Center so we can arrange to collect the incorrect item and deliver you the correct one at no cost to you. Opening the package and testing it, more so using the goods, voids any claim for an incorrect item delivered.

  • You will be required to submit a return request via the Returns Center.
  • The goods must be collected by the courier before we can ship a replacement.

Defective/Faulty Products

Please inspect the goods within 3 business days of receipt and report any noticeable fault. Most minor issues can be resolved via consultation with our customer service team. In cases of major function issues, the manufacturer’s warranty terms will apply and we will assist you to file a claim for a remedy. Timeline and replacement terms of the manufacturer will apply. You are highly encouraged to review the manufacturer’s warranty terms before placing the order. 

How to Return Your Items

  1. Do not return any items to the original address.
  2. Head to our Returns Center and fill out the form. Further instructions will be provided.

Questions? 

See our Frequently Asked Questions page or Contact Us.

Last Updated 04 Aug 23