Return & Refund Policy

Last Updated: November 8, 2026

At Baby Mellow, we want you to shop with confidence. We understand that sometimes a purchase may not be quite right, and we're here to help make the return and refund process as straightforward as possible.

Please review our policy below before placing an order.

1. Our 30-Day Return Policy

We offer a 30-day return window for eligible products that are brand new, unopened, unused, and in their original condition.

You may request a return within 30 calendar days of receiving your order if you change your mind, no longer need the product, or decide it is not suitable for your personal preferences.

To qualify for a change-of-mind return, all the following conditions must be met:

• The product must be completely unused and in brand-new, resalable condition.

• The original product packaging must remain unopened, with all original seals intact.

• All original accessories, labels, tags, and packaging must be included.

• Clear photographs and video evidence must be provided to demonstrate that the product and packaging remain unopened, unused, and undamaged.

• A valid order number or proof of purchase must be provided.

• The return request must be reviewed and approved by Baby Mellow before the item is shipped back.

Products that have been opened, used, washed, damaged after delivery, or returned without their original packaging are not eligible for our voluntary change-of-mind return program.

Please note: This 30-day return program is subject to the conditions above and does not affect your rights under Australian Consumer Law.

2. How to Request a Return

To initiate a return, please contact our customer support team at:

babyymellow.store@gmail.com

Include the following information:

1. Your full name and order number.

2. The reason for your return request.

3. Clear photographs showing the product and all sides of its original packaging.

4. A short video demonstrating that the original packaging remains unopened, the seals are intact, and the product has not been used.

Our team will review the information provided and advise whether your voluntary return request has been approved.

If approved, we will provide the authorised return address and further shipping instructions.

Do not send any products back before receiving return authorisation from Baby Mellow.

Unauthorised change-of-mind returns may be refused or returned to the sender.

3. Return Shipping, Customs & Additional Charges

For returns requested due to personal reasons, including change of mind, incorrect selection, or no longer wanting the product, the customer is responsible for all return-related expenses.

These may include:

• International return shipping and delivery charges.

• Customs duties, import or export taxes, and clearance fees.

• Courier handling, customs brokerage, and other applicable return transportation charges.

• Any additional costs arising from unsuccessful delivery, customs clearance issues, or the return shipment being sent to an incorrect address.

Please be aware that our authorised return warehouse is currently located in China. We do not currently offer a local Australian return warehouse.

Customers are responsible for arranging and paying for the return shipment to the address we provide after approval.

We strongly recommend using a trackable shipping service and keeping your shipping receipt.

Baby Mellow is not responsible for change-of-mind return parcels lost or damaged during return transit before delivery to our authorised warehouse, except where required by applicable law.

Original shipping charges, if paid, are generally non-refundable for change-of-mind returns. Any customs duties or taxes already paid to third parties are also generally non-refundable by Baby Mellow.

These customer-paid return conditions apply to voluntary returns only, not to remedies required under Australian Consumer Law.

4. Return Inspection & Refund Approval

Once your returned product arrives at our authorised warehouse, it will undergo an inspection to verify its condition.

The product must meet the return eligibility requirements described in Section 1.

If the return is approved after inspection:

• We will refund the eligible product purchase price actually paid, including any discounts applied at checkout.

• Original delivery fees and return-related expenses are not refunded for voluntary change-of-mind returns, except where required by law.

• Refunds will be issued to the original payment method used for the purchase.

If the returned item is found to be opened, used, damaged, incomplete, or otherwise ineligible, the voluntary refund may be declined. We will contact you regarding the available options.

We aim to process approved refunds within 10 business days following successful receipt and inspection. Your bank or payment provider may require additional time for the funds to appear in your account.

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.

For faster assistance, we recommend contacting us within 7 days of delivery.

Please provide:

• Your order number.

• A description of the problem.

• Clear photographs of the affected product.

• Video evidence, where reasonably available, showing the damage, defect, or incorrect item.

• A photograph of the shipping label, where relevant.

Our team will review your request and help arrange an appropriate resolution.

Depending on the circumstances and your applicable consumer rights, this may include:

• A replacement product at no additional cost.

• A full or partial refund, where appropriate.

• Another remedy agreed upon with you.

For most confirmed damaged, defective, or incorrectly supplied items, you will not be required to return the product.

If a return is necessary, we will provide instructions and cover or reimburse reasonable return costs as required by Australian Consumer Law.

The unopened packaging conditions in Section 1 do not apply to claims involving faulty or non-compliant products.

The recommended 7-day reporting period does not limit your statutory consumer rights. If you discover a defect later, you may still contact us for assistance.

6. Lost or Undelivered Packages

If your order has not arrived within the expected delivery period, please contact us so we can investigate the shipment.

We may work with our shipping partners to check the tracking information, delivery status, and possible shipping issues.

If your package is confirmed lost or cannot be delivered due to a problem for which we are responsible, we will arrange an appropriate resolution, including a replacement or refund where required.

If delivery fails because the customer provides an incorrect or incomplete address, refuses delivery without a valid reason, or fails to collect a parcel, additional delivery charges may apply, and a voluntary refund may not be available.

This does not affect remedies required under applicable consumer law.

7. Items Not Eligible for Change-of-Mind Returns

The following are not eligible for our voluntary 30-day change-of-mind return program:

• Opened or used baby products.

• Products with broken or missing original seals.

• Products that have been washed, altered, or damaged after receipt.

• Products missing original packaging, accessories, or components.

• Items returned without prior authorisation.

• Return requests submitted more than 30 days after delivery.

These exclusions apply only to voluntary change-of-mind returns and do not exclude any rights you may have for faulty, unsafe, or misdescribed products.

8. Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

If you would like a different product or variation, please contact us to check whether your original purchase qualifies for return.

Once your eligible return has been completed and your refund has been processed, you may place a new order.

For damaged, defective, or incorrect items, replacements will be handled in accordance with your applicable consumer rights.

9. Australian Consumer Law

Our voluntary return policy operates in addition to your rights under the Australian Consumer Law (ACL).

Our products come with consumer guarantees that cannot be excluded under Australian law.

If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy depending on the nature of the problem.

For a major failure, you may be entitled to choose a refund or replacement in accordance with Australian Consumer Law.

You are not required to retain unopened or original packaging to exercise your statutory rights.

Where a product is confirmed faulty, we will cover or reimburse reasonable return costs as required by law.

Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot legally be excluded.

10. Contact Us

If you have any questions about returns, refunds, damaged products, or your order, please contact us before sending anything back.

Baby Mellow Customer Support

Email: babyymellow.store@gmail.com

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST

We appreciate your understanding and thank you for shopping with Baby Mellow.