How do I return something or get a refund?

If you bought from us and changed your mind, you can return unused, unassembled products in their original packaging within 30 days of delivery. If something is faulty, your rights under Australian Consumer Law come first and we pay the return freight. Either way, lodge a request with your order number and wait for our return authorisation before you send anything.

Change of mind

• Window: 30 days from delivery.
• Condition: unused, unassembled and in the original packaging, with all the parts and paperwork.
• Return freight: paid by you.
• Refund: back to your original payment method, within 7 to 10 business days once the returned item has arrived and been inspected.

What cannot be returned for change of mind

• Car capsules and car seat bases that have been taken out of their packaging, for safety reasons.
• Anything bought from a retailer rather than from us. Return it to that retailer under their policy.

Check before you build

A pram that has been assembled and pushed is no longer new, so check the boot fit and folded size first. The comparison page gives the folded dimensions of every model.

If something is faulty

Lodge a request with:

• your proof of purchase, showing the retailer and the date
• the serial number, from the white label on the underside of the frame near the rear axle (on a pram)
• daylight photographs of the fault, plus one of the whole product
• a short video if it is a noise or a movement
• when the problem started

What happens next

We assess it, then tell you whether we will repair, replace or refund, and why. If we are repairing, we tell you what we are repairing and how long it will take before you send anything. Our Melbourne team replies within one business day.

We pay the freight on a product returned for a fault. For what the warranty covers, see the warranty page.

How to return something

1. Lodge a request with your order number. Tell us which product it is and whether it is a fault or a change of mind.
2. Wait for your return authorisation. Where we are paying the freight, we also send a shipping label. Please do not send anything back before this, as returns without one are hard to match to an order.
3. Pack it as it arrived: the original carton, all parts and all paperwork. Photograph the packed box before it goes.
4. We inspect it on arrival and process the refund, replacement or repair. Refunds go back to your original payment method and take 7 to 10 business days once the item has arrived and been inspected.

Your rights under Australian Consumer Law

Goods must be of acceptable quality, match their description and be fit for purpose. These guarantees apply to everything we sell, whether or not you registered the product and whether or not the warranty period has ended. We cannot exclude, restrict or shorten them.

• A major failure: your choice of a refund or a replacement, plus compensation for any other reasonably foreseeable loss.
• A minor failure: a repair, replacement or refund. We may choose to repair it within a reasonable time.

Accidents and lay-by

If your Mesa capsule or base was in a car accident, that is not a return. See the Crash Exchange Program.

A lay-by cancelled before it is paid off is handled under the lay-by terms, not this returns policy.