Refund policy

We operate in strict accordance with the Australian Consumer Law (ACL). If a product you purchase from our store experiences a genuine manufacturing major fault, or does not match its core legal description, you are entitled to a remedy including a repair, replacement, or refund in line with consumer guarantees.

Order Verification and Dispatch Recording

* To ensure the highest standard of quality control and accuracy, orders are thoroughly inspected and recorded via video/photography during our packing and dispatch process. 
* This verification record confirms that the correct items, colors, and quantities were supplied in brand-new, factory-sealed condition prior to being handed over to our couriers. 
* These internal dispatch records will be utilized as evidence to verify product description compliance and packaging integrity in the event of any consumer disputes or platform chargebacks.

Change of Mind:

  • Childhood Trove will allow a return for store credit or exchange product where you have changed your mind, provided that the item in question is completely:
    • returned within 30 days of receiving order;
    • as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);
    • in a resalable condition; and
    • not damaged in any way.
  • Customers can return items for a store credit or exchange within 30 days if the item is in new condition, unopened, and in original packaging. Refunds for change-of-mind returns are issued as store credit.
    You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit or exchange. We recommend you insure high value items that you return for change of mind.
  • Delivery fees are non-refundable for change-of-mind returns.
  • After confirmation, our service team will contact you, in which case you can choose between:

    1. Exchange for any product that is available in our stock.

    2. Receive a store credit of the amount spent on products.

Return Shipping Costs

For change-of-mind returns, customers are responsible for:

  • The cost of returning the item to us.
  • Any original shipping costs incurred by Childhood Trove to send the order, including orders that qualified for free shipping. These costs may be deducted from the refund or store credit.

Original shipping charges are non-refundable as they represent the cost of the delivery service already provided.

Faulty Items and Returns – Evidence Required

Customers can receive a refund, replacement, or repair if the item is faulty or does not match its description.

If an item is faulty, damaged, or you wish to request a return, you must provide clear evidence before the return can be approved.

This includes:

  • Clear photos and videos of the product, packaging or box (where available, to help us lodge claims with our couriers and suppliers).
  • Please note that claims submitted without clear visual evidence of the product fault itself may be rejected.

This requirement helps us assess issues accurately and prevent damage or misuse during returns.

Remembering that the first step for exchanging or returning is to communicate our Support Team by e-mail support@childhoodtrove.com

Our team will instruct the customer on how to proceed with the exchange or return of the product.

  • As soon as we receive the package, we will do an analysis to confirm that everything is in accordance with the item's return conditions. 

Damaged Parcels on Arrival

If your parcel arrives damaged, opened, or appears to have been mishandled during transit, please notify Childhood Trove as soon as possible.

To help us assess your claim and, where applicable, lodge an investigation with the carrier, we kindly ask that you:

  • Take clear photos of the outer shipping box from all sides before opening.
  • Take clear photos of the shipping label.
  • Take close-up photos showing any damage, tears, dents, holes, or signs the parcel has been opened.
  • Record a continuous video while opening the parcel, clearly showing the condition of the packaging and the product as it is removed from the box.
  • Take clear photos and videos of the product, inner packaging, and any damaged components.
  • Keep all original packaging, including the outer carton, inner packaging, protective materials, labels, and accessories until your claim has been assessed.
  • Do not dispose of any packaging or protective materials until instructed otherwise.

If the product appears damaged or unsafe, please do not assemble or use it until our assessment has been completed.

Following these steps helps us investigate your claim efficiently and, where applicable, submit supporting evidence to the shipping carrier. Please note, failure to provide available evidence may delay the assessment of your claim.

Redirections

Any request to change the delivery address after an order has been dispatched will be treated as a redirection by the courier. Redirections may incur additional fees, which are payable by the customer. The exact cost is determined by the courier and must be settled directly with them before redelivery can be arranged.

Images

Lifestyle images shown with children are illustrative only. Customers should rely on the measurements and size information provided in the product description and diagrams, as these are the accurate indication of the product’s dimensions.