Refund & Returns Policy

Refund & Returns Policy

Sometimes a purchase doesn't turn out to be the right fit. This page covers change-of-mind returns under our 14-Day Satisfaction Guarantee, and how to cancel an order.

If your product is faulty or arrived damaged, please see our Warranty & Repairs Policy instead. Different rules apply, and no restocking fee is charged.

Section 1

Can I Return an Item If I Change My Mind?

Yes. Our 14-Day Satisfaction Guarantee lets you return an item for a refund within 14 days of the date it was delivered, as long as it's unused, unopened and in its original packaging. A 6% restocking fee applies, and return shipping is your responsibility.

Eligibility Requirements

  • Timeframe: contact us within 14 days of the date your order was delivered
  • Original packaging: the item must be in its original, unopened packaging
  • Unused condition: the product must be unused and unpacked
  • Same condition: the item must be in the same condition as when you received it
  • Proof of purchase: your order confirmation email or receipt

How Refunds Work

  1. Contact us or email contact@hideandseekkids.com.au within 14 days of delivery to let us know you'd like to return your item
  2. Return the item to us in its original, unopened packaging
  3. Once it arrives, we inspect it to confirm it meets the return criteria
  4. Your refund is processed within 5 business days of inspection, to your original payment method
  5. You'll receive an email once your refund is complete

Costs for Change-of-Mind Returns

  • A 6% restocking fee is deducted from your refund to cover processing and handling
  • Return shipping costs are your responsibility
  • Original shipping costs are non-refundable

These costs apply to change-of-mind returns only. They do not apply to faulty or damaged products.

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Section 2

How Do I Cancel My Order?

Contact us as soon as possible. If your order hasn't shipped, we'll cancel it and give you a full refund with no restocking fee. If it has already shipped, our 14-Day Satisfaction Guarantee applies instead.

Order Not Yet Shipped

  • We cancel your order straight away
  • You receive a full refund with no restocking fee
  • The refund goes to your original payment method

Order Already Shipped

  • Your order may already be in transit
  • Our 14-Day Satisfaction Guarantee applies
  • Standard change-of-mind return conditions and fees apply

Tip: Get in Touch Early

The sooner you contact us after ordering, the better the chance we can stop the shipment and refund you in full without fees.

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Section 3

What If My Product Is Faulty or Damaged?

Faulty and damaged products are handled under our Warranty & Repairs Policy, not as change-of-mind returns. No restocking fee applies, and we cover the shipping costs of returning faulty items and sending replacements. Delivery damage must be reported within 4 business days.

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our 14-Day Satisfaction Guarantee is in addition to these rights and does not limit them.