If you are planning to return or exchange an item purchased online, you can either visit your local Mothercare, ELC, kids central store who will be able to assist you further or please follow these easy 3 steps:
STEP 1:
Simply notify us of your request for return/exchange by emailing us at
enquiries@mothercare.com.au or calling 1300 217 700. We will provide you with the address to return your purchase, a Return Authorisation Number and an Australia Post tracking number.
STEP 2:
Pack the product in its original, unused, re-saleable
condition, original packaging. Print and fill in this
form to include with the product/s. Please be as thorough as possible to help speed up the exchange/refund process.
(See below for "how to pack your returns parcel").
STEP 3:
On receipt of your package we will organize your
refund/exchange and you will receive email confirmation of
refund/exchange.
(See "Refund" and "Exchange" below for more details).
There are few exceptions in our returns and exchange policy to note:
Sale item/s: We will only exchange on sale item/s or alternatively a
credit note can be requested. Item/s purchased using a discount of 20%
above are classified as SALE item/s.
Accessories: We cannot return or exchange underwear, toiletries, DVDs, gift vouchers, gift cards and opened mattresses due to their delicate nature.
How to pack your returns parcel:
i. All item/s must be in new and unworn condition. Any item/s which are
considered to be "used" will be returned back to you and we will be
unable to refund your money.
ii. Ensure that the product is packaged securely, we reserve the right
to refuse refund/exchange for any damage to the product in transit as a
result of poor packaging.
iii. Your returns package must be received by us within 14 days from the date of original delivery to you.
vi. Return postage cost is the responsibility of the sender except in
the case where the wrong order has been fulfilled or the garment was
faulty, in which instance we will cover the postage costs of
returning the item/s and also resending the correct order back to you.
Refunds:
i. Where a refund is requested and approved, we will credit your
original method of payment with the price of the returned merchandise
(excluding shipping charges).
ii. Refunds are process within 5 working days of receipt of the returned item,
followed immediately by an email to you as confirmation of the refund.
Exchanges:
i. Where an exchange is requested and approved we will send out a new item/s.
ii. If the exchange is due to manufacture fault we will deliver the new
item/s to you free of charge and we will refund to you the postage costs
of returning the item/s.
iii. If the exchange is due to change of mind or incorrect sizing you will be charged our standard delivery charge.
Our Mothercare-branded pram guarantee:
• Any Mothercare-branded pram or stroller under $200 (i.e. up to
$199.99) is subject to a 6 month guarantee. Any Mothercare-branded pram
or stroller over $200 is subject to a 12 month guarantee.
• We will repair your pram for free if it displays a manufacturing fault within the guarantee period.
• We will provide free spare parts if it has a manufacturing fault after
28 days and within the guarantee period.
Note that we charge for
repairs and spares if damage to the pram or other components is caused
due to incorrect use, poor maintenance, non-approved modifications or
normal wear and tear. These are not covered by the guarantee, even if
the pram is still within the guarantee period.
• We provide a courtesy stroller, if available, whilst yours is repaired. Only available through your local store.
• Mothercare endeavours to hold fabric/co-ordinating components for the
duration of their guarantee. If colours are not available co-ordinating
colours will be used.
Other branded prams and strollers please refer to manufacturers' warranty.