Returns and Refunds

Skippy Prams guarantees that our goods comply with the Australian Consumer Law. If the goods fail to be of acceptable quality and the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced.

Notice of defects in new pram puchases

To make a claim, please contact us via hello@skippyprams.com.au and provide proof of purchase (e.g., receipt or order number), describe the problems you have encountered in accurate detail, and provide evidence (e.g.: a photograph or video) to support your claim. Where the Service & Warranty Team has determined that on the facts you have provided, a claim may be granted; we will ask you to follow our returns process.

Receiving your parcel

Before signing for a received parcel, Skippy Prams recommends opening and inspecting the parcel to ensure all the items are in good condition. In case of breakage, please contact Skippy Prams immediately. Please email us a photo of the damaged item and the corresponding order number to lodge a claim with the delivery service.

PROCESS FOR RETURNS AND REFUNDS

(a) If the products received are damaged, you can return our product within 30 calendar days from the date of receipt, as long as you have a Return Authorization from our Customer Service Team (we will authorize the return via email after investigating the damages). We will then give you the instructions on how to return your goods, which you must follow. We will not accept any product that is returned without our approval.

(b) When we receive your returned item, we will check your goods and see if there is any defect or problem that needs a remedy. If we find that your goods are in good condition and there is no valid reason for returning them (for example, if you have used them wrongly, not followed the manufacturer instructions, or not taken care of them properly), we will deny your request and send your goods back to you.

We accept returns if goods are:

• Returned within 30 days from the date of purchase
• Unused and unworn (with original tags and packaging) and undamaged in any way (we recommend testing the pram on a carpeted floor to avoid damage). 
• Returned with all accessories and parts
• Return postage is covered by us (except for cases where you made a mistake when ordering or your claim is rejected. Refer to sections ‘g’ and ‘j’)
• We do not accept returns for car capsules.
• We do not accept returns for demo products, warehouse samples, or products that you bought at a lower price through special requests.

(c)  We will refund your money using the same payment method that you used to buy our product.

(d) We try to process refunds and replacements within 14 days of getting the original product back from you; however, this may take more time depending on the type of product and the number of returns that we have to deal with.

(e) Change of mind – Under the 30 day free home trial, we offer a free return if you are not happy with our product. Please email our customer service team at hello@skippyprams.com.au. They will tell you how to pack and send the product back to us. You have 30 days to return the product to us from the date of receipt. Please note that the product must be in its original condition with no damages to be entitled for the refund. Any damages caused by improper packing or signs of use may result in your refund being denied.

(f) We do not accept returns for any demo product purchases under free home trial.

(g) You have to pay for the return postage if you made a mistake when ordering or your claim is rejected.

(h) Please note 30 days free trial is only valid with pram purchase. It does not apply to separate accessories purchases.

(i) You are not entitled for refunds for the second order dispatched, in the case that the first order was lost after delivery to the provided address.

(j) If we reject your claim for any of the reasons mentioned above, we will send the stroller back to you.