Refund policy

We want you to be happy with what you have bought from us. If you are not, we want to know about it. This policy covers our 60-day satisfaction guarantee, change-of-mind returns, faulty or incorrect items, recalls, and how refunds are processed.

Your rights come first

Our goods come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing on this page limits, replaces or reduces them, and no time limit or condition below applies to a consumer guarantee claim. The full statement is at the end of this policy.

Three different paths, and how to tell them apart

There are three ways something can come back to us, and they work differently. If you are not sure which one fits your situation, email us and we will tell you.

Our 60-day satisfaction guarantee is for a size that did not suit your baby. It covers Nappies and Nappy Pants, and it deliberately covers opened packs, because opening one is how you found out.

A change-of-mind return is for an unopened carton you have decided you no longer want. It runs 30 days from delivery and it does not cover opened packs, because once a pack is open we cannot sell it to anyone else.

A fault, an incorrect item, a parcel damaged in transit or a recall is handled separately again, and none of the windows or conditions above apply to it.

Our 60-day satisfaction guarantee

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, whether it is too small, too big, leaking or just not working out, tell us within 60 days of purchase and we will do whichever of these suits you best:

• Swap the unused packs in your carton for a different size, at no extra cost.
• Exchange the whole carton for a different size or product.
• Refund you, as store credit or back to your original payment method, whichever you prefer. If our nappies are not right for your baby, we would rather give your money back than have you keep something you cannot use.

A refund under this guarantee includes what you paid for delivery, not just the product. We cover the return postage whichever option you choose, so claiming costs you nothing. Your order number and a line about what is not working is all we need.

The guarantee 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 one thing we cannot do is take back a carton where every pack has been opened and used, because at that point the product has been used rather than trialled.

What the guarantee applies to

It covers Nappies and Nappy Pants, bought any way you like: 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.

There is no limit on how many times you can claim. Babies grow, and a size that fitted last month might not fit this month. If you subscribe and your baby outgrows a size between deliveries, claim on your most recent order. Do it at every size change if you need to. Each order carries its own 60 days, so if you subscribe there is always a live window on your most recent delivery. We would rather you kept getting the right size than gave up and went elsewhere.

Baby Wipes are not covered by the guarantee, because it is a fit guarantee and wipes have no size. If something is wrong with your wipes, that is a different conversation and a fair one. Email us, and the faults section below applies.

The guarantee does not cover bulk multi-carton orders bought for resale, or custom and bundled gift orders. For multi-carton orders, talk to us and we will work through it with you case by case.

How to claim under the guarantee

Email hello@littlepuggles.com.au with your order number and what is not working, or call us on 03 5443 2239, Monday to Friday, 9am to 5pm Melbourne time. We will reply within 1 business day and tell you what happens next. No form, no receipt, no fuss.

We pay the return postage. Always, whatever the reason the size did not work. We are not going to ask you to prove whose fault it was.

Often we will not ask for the packs back at all. Rather than have good nappies travel the country to sit in a warehouse, we will simply sort out your swap or refund and leave the packs with you. When that happens we will ask whether you can pass them on to a family who can use them, or drop them at a local charity. That is a request and nothing more. It is not a condition of anything, we have no way of checking, and your swap or refund is not affected either way.

If you are unsure of the right size before you order, our size guide is the place to start, and you are welcome to ask us.

Change-of-mind returns

You have 30 days from the date your order is delivered to start a change-of-mind return on an unopened carton. We cover the return postage. We will send you the details once you get in touch.

To be accepted as a change-of-mind return, a carton must be unopened, unused, in its original packaging and in resaleable condition. These conditions apply to change-of-mind returns only. They do not apply to a faulty item, a recalled item, or a claim under the 60-day satisfaction guarantee, and they do not affect your consumer guarantees.

For hygiene reasons, opened nappies, nappy pants and wipes cannot be returned or refunded as a change of mind once the pack has been opened. Unopened packs and cartons in sealed original packaging can be returned within the 30-day window. This limit is about change of mind and about nothing else: if the size or fit did not work, the guarantee above covers opened packs of Nappies and Nappy Pants, and if the item is faulty, the faults section below applies.

How to start a return

Email us at hello@littlepuggles.com.au or call 03 5443 2239 before sending anything back. Your order number and the reason are enough. There is no form to fill out and you do not need to attach a receipt.

We will reply within 1 business day with return instructions and confirm your return. Please get in touch before you send anything back, so we can log your return and match it up when it arrives.

Approved returns go to: Little Puggles, 205 Murphy Street, East Bendigo VIC 3550.

We recommend a tracked service so your parcel can be followed. We do not have a retail counter, so returns cannot be dropped off in person.

Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If anything is damaged, faulty, or not what you ordered, contact us straight away at hello@littlepuggles.com.au with your order number, a description of the problem and a photo if it helps. We acknowledge fault claims within 1 business day.

Where there is a major failure you can choose a refund, a replacement, or compensation for the drop in value. Where the failure is not a major one, we will repair, replace or refund, and we will do it within a reasonable time. If we do not, you can reject the goods and choose a refund or a replacement instead. The 30-day change-of-mind window and the unopened condition do not apply to faults.

If a parcel arrives damaged, or does not arrive when tracking says it should, tell us and we will resolve it with the carrier ourselves. You do not have to chase the carrier. Where we have asked you to send a faulty or incorrect item back, we cover the return shipping and send you a label.

Recalls and safety alerts

If a product you bought from us is recalled or subject to a safety alert, please stop using it straight away and contact us at hello@littlepuggles.com.au or on 03 5443 2239. Recall returns are handled separately from everything above: the 30-day window and the unopened and unused conditions do not apply. We will arrange the return, refund or replacement of a recalled item at no cost to you. Where the recall is run by the product's manufacturer or sponsor, we will pass on their instructions and arrange the remedy they have set, at no cost to you. This does not limit any remedy you have against us under the Australian Consumer Law.

Items we cannot accept for change-of-mind returns

Some items cannot be returned for change of mind. If the item is faulty, the section above applies instead, and none of this affects your consumer guarantees. These items are:

• Opened nappies, nappy pants and wipes
• Custom, personalised or bundled gift orders

Recalls and safety alerts are handled under the recall section above and are not limited by this list. If you are not sure whether your item qualifies, get in touch before you return it.

Exchanges

The quickest way to get the item you want is to return the original for a refund once it is accepted, then place a new order for the replacement. If the exchange is a size or fit issue on Nappies or Nappy Pants, our 60-day satisfaction guarantee may cover a straight swap instead, including on an opened pack, so ask us first.

Refunds

Once we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds are processed within 3 to 5 business days of us receiving the return, back to the payment method you used to place the order. Your bank or card provider may then take another 1 to 7 days to show the refund on your statement.

If more than 7 days have passed since we told you the refund was processed and it has not appeared, email us at hello@littlepuggles.com.au and we will chase it up.

Subscriptions

Cancelling, pausing, skipping or changing a subscription is not a return, and it is covered by our subscription policy. If a subscription order has already been despatched and you want to send it back, the rules on this page apply to it like any other order.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. These rights apply regardless of any time limit or condition stated above.

Our 60-day satisfaction guarantee sits on top of these rights. It is something we offer in addition, and it does not replace or reduce anything the Australian Consumer Law gives you. Those rights apply whether or not the 60 days have 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.

Who we are

This policy is issued by 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. You can reach us on 03 5443 2239 or at hello@littlepuggles.com.au, Monday to Friday, 9am to 5pm Melbourne time.

Our FAQ covers the questions we get asked most. Other contact details are on our contact information page, and our terms of service set out the rest of the terms your order is made under.