Refund policy

Returns & Refunds Policy

At EC.BABY, we are committed to providing high quality products and a smooth, transparent shopping experience.

This policy is in line with Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL.

Faulty or Damaged Items (Consumer Guarantees)

All items are carefully inspected before dispatch to ensure they are free from faults or damage.

If you receive an item that is faulty, damaged or not as described, you are entitled to a refund, replacement or repairing accordance with Australian Consumer Law.

What to do:

  • Please contact us at info@ecbaby.com.au within a 14 days of receiving your order

  • Include your order number, a description of the issue and clear photos

Once assessed, we will advise the next steps.

Important notes:

  • If the fault is confirmed, return postage costs will be covered by EC.BABY

  • Refunds will be issued to the original payment method

  • Damaged items refer to the product itself, not external packaging

  • We do not require you to contact the manufacturer directly.

Delivery Issues & Australia Post

Once an order has been dispatched, delivery is handled by Australia Post.
If your parcel is delayed, lost or arrives damaged, please contact us - we will assist you with lodging an enquiry or claim where applicable.

Change of Mind Returns

We understand that sometimes you may change your mind.

We offer an exchange, store credit or refund within 14 days of purchase, provided that:

  • Proof of purchase is supplied

  • Items are unused, unassembled and in original packaging

  • All accessories, manuals and inserts are included

Change of mind return postage:

  • Return shipping costs are the responsibility of the customer

  • Original shipping fees are non refundable

Exclusions from Change of Mind Returns

The following items cannot be returned for change of mind:

  • Products from our Wellness & Women’s Collection

  • Gift cards and e-vouchers

  • Sale, clearance or discontinued items

These exclusions do not apply where a product is faulty or fails to meet consumer guarantees under ACL.

Returned Parcels (Incorrect Address / Failed Delivery)

Please ensure your delivery address is entered correctly at checkout.

If a parcel is returned to us due to an incorrect address or failed delivery:

  • The order can be resent at the buyer’s expense

  • This applies even if the original order qualified for free shipping

We will contact you via email to arrange next steps.

Rough Play & Misuse

While our products are designed to be child friendly, damage caused by misuse or rough play (including pushing, pulling, throwing or banging) is not considered a manufacturing fault and is not eligible for a refund, exchange or return.

Local Pickup Orders & Restocking Fee

Customers who select local pickup at checkout are responsible for collecting their order within 14 days of receiving the “ready for collection” notification.

Uncollected Orders:

If an order is not collected within this timeframe, EC.BABY reserves the right to:

  • Apply a 10% restocking fee

  • Process a refund minus the restocking fee

This policy applies only to pickup orders.

No restocking fee applies where:

  • The item is faulty, damaged, or incorrect

  • A refund or replacement is required under Australian Consumer Law

Need Help?

If you have any questions or concerns regarding your order, please contact us at
 info@ecbaby.com.au.

We’re always happy to help.