We sell our own products in our online shop, as well as products made by other manufacturers. Child Friendly Solutions’ products include the Play Panel and the Play Centre. All other products are categorised as "Other Manufacturer's Products." Please review the return policy below according to what kind of product you have purchased.
Child Friendly Solutions Products
Child Friendly Solutions will accept warranty returns within 12 months of purchase as per our Warranty statement. Claims for non-warranty returns (eg. change of mind) must be made within 30 days of purchase date.
Child Friendly Solutions will replace all defective products, but where a product includes a number of accessories, only the defective accessory, or an equivalent accessory, will be replaced.
If replacement is required, return the product and the purchase receipt to your sales representative or contact head office on +61 2 9984 0769 or info@childfriendly.com.au.
Child Friendly Solutions will not accept returns as a result of damage during shipping unless you have followed the correct procedure as outlined in the Delivery section on this website.
When you return the product, we recommend that for your own protection you use Australia Post’s registered mail facility or a reputable courier. In cases where the warranty claim is legitimate, Child Friendly Solutions will reimburse the cost of shipping back to our warehouse.
For non-warranty returns, the customer must bear the cost of return. A refund for the original purchase price of the product will be credited for unused products.
Any legitimate refunds, whether for warranty or non-warranty returns, will be made to the original credit card used for the purchase (or by cheque if the payment was not by credit card).
Other Manufacturer's Products
Child Friendly Solutions sells products from several different manufacturers and we must adhere to the return policies of each of these manufacturers. While most have generally similar return policies, there are exceptions. We will advise you of any such exceptions on the individual product page.
Note:
Some manufacturers will accept only warranty related returns, and will not accept any other type of returns or exchanges.
Some manufacturers will also accept returns for un-opened and un-used products.
Some manufacturers will deduct a "re-stocking" fee from the refund.
Child Friendly Solutions will not issue a refund for used products.
When a customer purchases through Child Friendly Solutions, they acknowledge that they have read and understood the applicable return policy.
All returns will only be processed if the customer has requested and received a Return Authorisation (RA) number from Child Friendly Solutions except for warranty related return requests which go directly to the manufacturer for approval.
"Non-Warranty" Return Procedure
Claims for non-warranty returns must be made within 30 days of purchase date.
Before returning any products, you must contact Child Friendly Solutions and request a RA (Return Authorisation) number. You will be asked several questions. Based on your comments, the RA will be issued with instructions and a return shipping address for the specific manufacturer.
If you return the product without an RA approval, it will not be accepted.
Do NOT return any product directly to Child Friendly Solutions. It will not be accepted.
When you return the product to the manufacturer, we recommend that for your own protection you use Australia Post’s registered mail facility.
Once the product has been received by the manufacturer, Child Friendly Solutions will refund only the purchase price of the product. No credit will be issued for any shipping costs to or from your location.
Some manufacturers may charge a restocking fee up to 20% of the value of the goods which will be passed on to the customer. Stocking fees are used to cover the cost of inspecting the product and re-packing in a new box. If such fees exist, they will be noted on the individual product description page and/or you will be advised at the time of the RA request.
If the item is determined to be defective or shipped as a result of an error by Child Friendly Solutions or the manufacturer, the purchaser will be refunded all shipping and handling fees.
All refunds will be made to the original credit card used for the purchase (or by cheque if the payment was not by credit card).
"Warranty" Related Return Procedure
Warranty claims are made by the customer directly with the manufacturer according to their warranty policy.
Warranty claims for returns must be made within the date specified by the manufacturer's warranty.
Child Friendly Solutions can assist you to process the Warranty related RA (Return Authorisation).
Follow the same steps as for the "non-warranty" return procedure above.