Warranty & Repairs Policy

At Hide & Seek Kids, we are committed to providing high-quality products and ensuring customer satisfaction. This Warranty and Refund Policy outlines customer rights and responsibilities, in compliance with Australian Consumer Law (ACL) and State and Territory Fair Trading Acts.

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1. Restocking Fee & Returns

If you choose to cancel your order after dispatch or return an item, a 6% restocking fee will be applied to cover costs incurred by Hide & Seek Kids.

To qualify for a refund under our 14-day satisfaction guarantee, the item must be:
✅ In its original packaging
✅ Unused and unpacked
✅ In the same condition as received
✅ Accompanied by proof of purchase (e.g., order confirmation email or receipt)

Once we receive the returned item, our team will inspect and process your refund within 5 business days.

🚨 Note:

• Return shipping is the buyer’s responsibility.
• Shipping costs are non-refundable.
• Refunds will be credited to your original payment method.

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2. Cancellation Policy

If you need to cancel your order, please contact us as soon as possible.

• ✅ If your order has not yet shipped, we will cancel it and provide a full refund.
• ✅ If your order has already shipped, the 14-day satisfaction guarantee will apply.

For any cancellations or refunds, please reach out to our Customer Support Team.

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3. Reporting Delivery Damages

Customers must inspect their delivery immediately upon receipt. If a package or product is damaged, report it within four (4) business days to ensure timely resolution. Failure to report damages within this timeframe may limit our ability to assist.

How to Report a Damaged Delivery:

• Contact Customer Support within 4 business days.
• Provide your order number and a description of the damage.
• Attach clear photos of the damaged carton and/or product.
• We will assess the claim and may provide a repair, replacement, or refund, in accordance with Australian Consumer Law.

🚨 Important: If damage is not reported within 4 business days, Hide & Seek Kids reserves the right to decline any claims related to delivery damage.

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4. Warranty Coverage

We offer a one-year limited warranty on all products, covering defects in materials and workmanship under normal domestic use. If a defect arises within one (1) year from the date of purchase, we will repair or replace the faulty part free of charge.

How to Make a Warranty Claim:

• Contact Customer Support with proof of purchase.
• Provide a detailed issue description and clear photos for assessment.
• Upon approval, we will provide a repair, replacement, or other suitable remedy.

Warranty Conditions:

• For domestic use only – Not valid for commercial use.
• Starts from the date of purchase.
• Non-transferable – Only applies to the original purchaser.
• Failure to follow maintenance recommendations may void the warranty (e.g., not painting/sealing timber products, incorrect placement, excessive exposure to elements).
• Timber cracks and natural expansion are not covered as they do not affect structural integrity.
• Any modifications void the warranty (e.g., drilling, cutting, adding third-party parts, unauthorized repairs).
• Ordinary wear and tear is not covered.
• Liability is limited to the faulty part, which we will repair or replace at our discretion.
• Warranty applies only to purchases made in Australia, and the product must remain in Australia.

🚨 Important: This warranty does not cover every scenario. See the Warranty Exclusions section below for more details.

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5. Warranty Exclusions

The following conditions are not covered under warranty, including but not limited to:

A. External and Environmental Damage:

• Acts of Nature ("Acts of God") – including fire, floods, storms, earthquakes, and other extreme weather events.
• Prolonged weather exposure – Sun, rain, humidity, high winds, and extreme temperatures can impact materials.
• Mould, mildew, or fungal growth – Resulting from damp conditions or improper storage.
• Discolouration & material variations – Natural timber aging, UV fading, and minor material inconsistencies.
• Corrosion or rusting – Caused by exposure to saltwater, chemicals, or high-humidity environments.

B. User-Related Damage:

• Misuse, negligence, or excessive use – Exceeding weight limits, improper handling, or forceful impact.
• Failure to follow assembly instructions – Incorrect installation, improper use, or missing steps.
• Impact damage – Dropping, rough play, or accidents.
• Improper storage – Storing in damp areas, direct exposure to the elements, or inadequate protection.
• Failure to properly anchor or install – Any damage due to insufficient securing of the product.

C. Maintenance and Modification Issues:

• Lack of maintenance – Timber products must be sealed or painted; untreated surfaces are prone to damage.
• Unauthorised modifications – Drilling, cutting, or altering the original structure.
• Pest or insect damage – Including but not limited to termites, rodents, and other infestations.
• Chemical damage – Damage caused by harsh cleaning agents or exposure to corrosive substances.
• Repairs or alterations by a third party – Any modifications not authorised by Hide & Seek Kids.

🚨 Note: This list is not exhaustive. Any other factors outside of our control that affect product durability may also void the warranty.

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6. 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.

How to Report a Faulty Product:

• Contact our Customer Support Team as soon as possible.
• Provide clear photos and a description of the defect.
• We will assess the claim and determine the best course of action.

Possible Resolutions:

• If the defect is minor, we may replace the affected part or offer a partial refund.
• If the defect is major or cannot be easily repaired, we will offer a replacement or full refund.

🚨 Note: This policy does not cover:

• Normal wear and tear.
• Damage caused by misuse or neglect.
• Labour for replacement of defective items, including preparation, painting, or assembly.

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