Refund policy

Refund Policy

Sarah Jane Collection Pty Ltd

At Sarah Jane Collection, we thoughtfully design products to support early milestones with confidence and care.

We stand by the quality of our products while maintaining strict hygiene standards for the safety of all families.

This policy operates in accordance with the Australian Consumer Law.

30 Day Returns

We offer a 30 day return window from the date your order is delivered.

To request a return, please email hello@sarah-janecollection.com.au with your order number. All returns must be approved prior to being sent back. Items returned without approval will not be accepted.

We reserve the right to refuse returns that do not meet the conditions outlined in this policy.

Eligibility

To be eligible for return:

• Items must be unused, unwashed and unworn
• Items must be in original, resellable condition
• All original packaging must be intact
• Proof of purchase must be provided

Due to the hygienic nature of swim nappies and children’s products, items that have been washed or worn cannot be returned unless deemed faulty.

If you are unsure about eligibility, please contact us before sending your item.

Proof of Purchase

Proof of purchase is required for all returns.

Acceptable proof includes:

• Order confirmation email
• Order number
• Bank or card transaction record showing the purchase
• The full name and email address of the original purchaser

We do not require personal documentation such as birth certificates.

Change of Mind

If you change your mind and your return is approved, the following will apply:

• Original shipping fees are non refundable
• Return shipping costs are the responsibility of the customer
• Payment processing and platform transaction fees may be deducted
• A 20% restocking fee will be applied

These deductions reflect genuine fulfilment, processing and transaction costs already incurred.

Orders cancelled prior to picking and packing will not incur change of mind fees.

Partial Returns & Promotional Adjustments

If your purchase included bundle pricing, promotional offers or multi buy discounts, returning part of the order may affect that pricing.

If the remaining items no longer qualify for the promotion, the discount originally applied will be adjusted and deducted from your refund. Remaining items will be charged at their standard individual price.

Exchanges

We do not process direct exchanges.

If you require a different size or design, please request a return once approved and place a new order. This ensures faster processing and stock availability.

Faulty or Incorrect Items

We take product quality seriously.

If your item arrives faulty, damaged or incorrect, please contact us within 14 days of receiving your order with:

• Your order number
• Clear photographs of the issue
• A description of the fault

We may request additional information or photographs to assess your claim.

Under the Australian Consumer Law, you are entitled to a repair, replacement or refund for a major fault.

Where a fault is considered minor, we may choose to repair or replace the item within a reasonable timeframe.

This policy does not exclude or limit your statutory rights.

General fit concerns, sizing selection errors, leaks due to incorrect sizing, material sensitivities or personal preference do not constitute a product fault.

Non Returnable Items

We cannot accept returns for:

• Used or washed items unless faulty
• Clearance or sale items unless defective
• Gift cards
• Personalised or custom items unless faulty

Refund Processing

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method. Processing times vary depending on your financial institution.

Returned to Sender Parcels

If a parcel is returned to us due to incorrect address details, non collection or missed delivery:

• Return courier fees charged to us will be deducted from any refund
• The customer will be responsible for paying shipping costs to have the parcel resent

Customers are responsible for ensuring delivery details are accurate and parcels are collected within the courier timeframe.

Chargebacks

If a chargeback is initiated with your payment provider before contacting us to resolve the matter, we reserve the right to provide this refund policy, order confirmation, delivery confirmation and correspondence history to the payment provider as evidence in response to the claim.