We are a small Bendigo team and we would rather solve a problem than win an argument. If a Little Puggles size did not work for your baby, we will make it right. That is our 60-day satisfaction guarantee, and this page explains exactly what it covers and how to claim it.
The guarantee
If you bought a Little Puggles size and it does not fit your baby, whether it is too small, too big, leaking or just not working out, tell us within 60 days of purchase and we will do one of three things, whichever suits you best:
- Swap the unused packs in your carton for a different size, at no extra cost.
- Refund the unused packs, and you keep the open one.
- Exchange the whole carton for a different size or product.
Your order number and a line about what is not working is all we need.
It covers opened packs, on purpose
You cannot judge a fit from a photograph, and sizing problems are not always obvious until you try. So the guarantee applies even if you have opened a pack to test the fit. We would much rather you opened a pack and found out than kept a carton you could not use.
There is no minimum number of packs you have to leave sealed to claim.
The guarantee covers every way you can buy from us: one-off orders, Trial Packs and subscription orders. If you bought a Trial Pack specifically to test the fit and the size did not work, the guarantee applies. If you subscribe and your baby outgrows a size between deliveries, the guarantee applies to your most recent dispatched order.
It is about fit specifically. It does not cover bulk multi-carton orders bought for resale, custom or bundled gift orders, or a carton where every pack has been opened and substantially used. For multi-carton orders, talk to us and we will work through it with you case by case.
How this differs from a
change-of-mind return
These are two different things, and it is worth being clear about it because they point in opposite directions on one detail.
This guarantee is about a product that did not suit your baby. It covers opened packs, because opening one is how you found out.
A change-of-mind return is about an unopened carton you have decided you no longer want. That has its own 30-day window and its own conditions, and it does not cover opened nappies, nappy pants or wipes, because once a pack is open we cannot sell it to anyone else. Faults, incorrect items, parcels damaged in transit and recalls are all handled separately again.
All of that is set out in our refund policy, along with how and when refunds are processed. If you are not sure which path fits your situation, email us and we will tell you.
Your rights under
Australian
Consumer Law
This guarantee is something we offer on top of the law, not instead of it. Our goods come with consumer guarantees under the Australian Consumer Law that cannot be excluded, and nothing on this page limits, replaces or reduces them. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they are not of acceptable quality where the failure is not a major one. Those rights apply whether or not the 60 days has passed, and whether or not a pack has been opened.
In other words, if 60 days go by, you still have every right the law gives you. Our refund policy sets out how to make a consumer guarantee claim.
More questions
Our FAQ covers the questions we get asked most, and you can always reach a person at contact us. Australian First Aid Distributions Pty Ltd (ACN 153 377 185, ABN 54 153 377 185), the operator of Little Puggles, 205 Murphy Street, East Bendigo VIC 3550.