Refund & Returns Policy

At Hide & Seek Kids we are dedicated to providing high-quality, fun, and safe products for children. We understand that sometimes a purchase may not meet your expectations or needs, so we have established a refund and return policy to make the process as simple and hassle-free as possible. We want you to be completely satisfied with your purchase, and we are committed to ensuring that you receive the best possible shopping experience with us.

Refund Policy

🎯 14-Day Satisfaction Guarantee

If you are not satisfied with your purchase from Hide & Seek Kids, we offer a 14-Day Satisfaction Guarantee

Eligibility Requirements

To be eligible for a refund, the item must meet the following conditions:

  • Original packaging: Item must be in its original, unopened packaging
  • Unused condition: Product must be unused and unpacked
  • Same condition: Item must be in the same condition as when it was received
  • Proof of purchase: You must provide proof of purchase (order confirmation email or receipt)

Refund Process

  1. Once we receive the returned item, we will inspect it to verify it meets our return criteria
  2. Your refund will be processed within 5 business days after inspection
  3. The refund will be credited to your original payment method
  4. You will receive an email notification when the refund is complete
Restocking Fee: A 6% restocking fee applies to all change-of-mind returns to cover processing and handling costs.
Important Information:
• Return shipping costs are the responsibility of the buyer
• Original shipping costs are non-refundable
• The 6% restocking fee will be deducted from your refund amount

Cancellation Policy

If you need to cancel your order, please contact us as soon as possible for the best outcome.

Order Not Yet Shipped

  • We will cancel your order immediately
  • You will receive a full refund with no restocking fee
  • Refund will be processed to your original payment method

Order Already Shipped

  • You may still be able to cancel, but the order may be in transit
  • Our 14-day satisfaction guarantee will apply
  • Standard return procedures and fees will be applicable
💡 Pro Tip: Contact us immediately after placing your order if you need to cancel. The sooner you reach out, the better chance we have of stopping the shipment and providing a full refund without fees.

Faulty Product Policy

At Hide & Seek Kids, we take great pride in the quality of our products and strive to ensure that every item we sell is free from defects. However, in the event that you receive a defective product, we have a policy in place to ensure that you receive a replacement or refund as quickly and smoothly as possible.

Your Rights Under Australian Consumer Law

Our defective product policy is in compliance with the Australian Consumer Law (ACL), which provides consumers with certain rights and protections when it comes to faulty or defective products.

Under the law, you have the right to a repair, replacement, or refund if a product you purchased:

  • Is not of acceptable quality
  • Does not match the description or demonstration model
  • Is not fit for its intended purpose

How to Report a Faulty Product

  1. Contact our customer service team as soon as possible after discovering the defect
  2. Provide clear photos or other evidence of the defect to help us assess the issue
  3. We will review your claim and determine the best course of action
  4. Depending on the nature of the defect, we will offer an appropriate remedy

Possible Resolutions

For Minor Defects:

  • We may repair the item at no cost to you
  • We may offer a partial refund as compensation
  • We may replace the affected component or part

For Major Defects:

  • We will replace the entire item with a new one
  • We will offer you a full refund if replacement is not possible
  • We will cover all shipping costs for returns and replacements
We Cover Shipping Costs: For all defective products, we will cover any shipping costs associated with returning the item to us and sending you a replacement or processing your refund.

What Is Not Covered

Please Note: Our defective product policy does not cover:
• Normal wear and tear from regular use
• Damage caused by misuse, neglect, or improper care
• Products that have been altered or modified in any way
• Damage resulting from failure to follow care instructions

Questions or Concerns?

We value our customers and strive to provide the best possible shopping experience. If you have any questions or concerns regarding our defective product policy or your rights under the Australian Consumer Law, please do not hesitate to contact our customer service team. We're here to help!