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Returns and Cancellations

When you receive your order please check it over straight away to make sure it is complete and you are happy with the items prior to removing tags and packaging.

Please note we are unable to accept any exchange or refunds for some items due to hygiene reasons, some examples include Cloth Nappies and bedding. We also do not accept returns (other than if the item is faulty) if item/s have been especially ordered in for you (at your request). If you are unsure if your item will be eligible to exchange/refund please check with us prior to purchase. 

Change of Mind Returns

If you wish to return an item or have any missing items you must contact us within 7 days of the date of delivery.

Items will be eligible for a return as long as:

- Item/s are returned within 14 days of purchase

- Item/s is in original packaging and tags are attached and it is unopened

- The product is unworn, unwashed and in original condition

- No refunds on gift certificates will be given

- If item/s were purchased as part of a bundle the entire bundle must be returned

- If the item was not a special order item at your request

- If the item was not on a clearance or super special special (20% of more off the item).

- Loyalty points or other discount codes are non refundable 

- Refunds can only be provided in the original method that they were paid

No exceptions to the conditions above will be made. The item/s will be inspected upon return to ensure that it is in new re-saleable condition (as per above conditions). If the item is not in the condition specified above a refund/exchange/gift certificate will not be issued, and the item will be shipped back to you at buyers expense. 

If the item is in above condition and exchange, refund or gift certificate will be organised with you:
- Exchange - if you would like to exchange the item/s you will only be required to pay for the postage of your new order (generally $12.95, shipping will not be subsidised or free over $150).

- Refund - If you would like a refund, a refund of the item/s minus $20AUD be issued. The $20 restocking fee is to cover postage & handling costs (this surcharge is charged onALL orders even if free postage was given initially). 

- Loyalty points or other discount codes are non refundable 

If you have any questions about our policy please contact us before purchase.

Please allow 2-3 business days for us to notify you that a refund/exchange or gift certificate has been issued. 

Please note that the item/s must be returned prior to a replacement/refund being issued. You may also like to choose shipping that is tracked as we do not take responsibility for any items lost in transit.

Items that were previously not on sale when purchased, cannot be exchanged for the same item/s that have since become on sale. The original RRP will be used for exchanges.

Faulty Returns

In the unlikely case of a damaged or faulty product please get in contact with us to arrange a refund or replacement. The item will be deemed faulty by Carry Them Close or/and the manufacturer. If you are an international customer and have a faulty product we recommend dealing directly with the manufacturer rather than Carry Them Close, please contact us for details. Faulty items will be replaced at the expense of Carry Them Close (in Australia).

Cloth nappies and bedding will not be eligible for exchanges or refunds unless the item is faulty. This is due to hygiene reasons. 

Cancellations

If an order has been shipped it will not be eligible for cancellation it will be treated as a return. If the item is yet to be packed/shipped, a refund will be paid for the full amount of the order EXCEPT in a case where AfterPay has been used. If you have used AfterPay a re-stocking fee of $20 will apply per order, and the remainder will be refunded via the same method that it was purchased. 

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