In this policy, “you” or “your” refers to customers, and “us,” “our,” or “we” refers to Kidooy. Any exceptions to Kidooy’s Warranty Policy (including because supplier-specific warranty, refund, and returns policies are different to this policy) are noted in this Warranty Policy.
Warranty for Products Sold through Kidooy.com.au
All products sold through the Kidooy.com.au Platform come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law. In addition to a customer’s rights under the Australian Consumer Law, Kidooy.com.au offers a 12-month warranty on products sold through the Kidooy.com.au Platform found to be faulty or damaged, except (and subject to the Australian Consumer Law):
If expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
In relation to accessories or bonus gifts (as noted as such in a product listing); or
If the fault or damage is due to:
- Normal wear and tear
- Damage arising from improper assembly or modification of the product;
- Damage arising from abnormal use or abuse of the product;
- Damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g., of fabric, leather, or timber); or
- Damage to external product packaging only.
We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
- Send missing parts (if applicable);
- Suggest a method of self-repair (if applicable).
- Replace the product (subject to availability);
- Offer an alternative product; or
- Offer a partial or full credit voucher or refund.
Making a Warranty Claim for Damaged Goods or Missing Parts
Warranty claims should be sent to us via email at help@kidooy.com.au.The message should include:
- Order number;
- The quantity of each product and/or part missing, faulty, or damaged; and
- An image or video (of acceptable quality) of the product that clearly shows:
- The fault or damage (if applicable)
- What part is missing (if applicable);
- The product in the original packaging (if applicable); and/or
- The product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).
In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e., refund, credit, or replacement of parts/product.
All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered acceptable quality as we cannot make a clear assessment of alleged faults or damage.
A customer should not dispose of items before a warranty claim has been made and finalized, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement, or refund in cases where goods are disposed of by the customer before a warranty claim has been finalized.
Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
For missing parts, once we have received the necessary details and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch.
Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in line with our obligations under the Australian Consumer Law. Any delivery delay should be reported by you to us within 10 working days from the date of dispatch.
Any delivery delay will be investigated by our courier partner, which can take up to two working days. If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws.
Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.
Refund, Return, and Replacement Procedure for Damaged/Faulty Goods or Missing Parts
If a customer is entitled to a refund, please send the request via email help@kidooy.com.au and we will advise if the product needs to be returned by the customer. Refunds will be issued to the original payment method. We cannot issue refunds to a different account or credit card than that used to place the relevant order. If a customer is entitled to a replacement or spare part, please send the request via email at help@kidooy.com.au and we will advise if the product needs to be returned by the customer. If a customer is entitled to a replacement product or spare part, but:
- There is an address discrepancy with the order (which is due to your or the customer’s error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or
- An incorrect product is returned to either Kidooy.com.au’s than Kidooy.com.au will not be responsible for these products or have any obligation to return these to the customer.
Change of Mind Refund Requests
We do not accept change of mind refund requests for:
- Health and safety products;
- Bulk purchases (including by pallet or pick up); or
- Packages that have been opened.
Otherwise, we only consider a change of mind refund request if this is made within 14 days after the item is delivered to the customer.Customer must notify us in writing over email at help@kidooy.com.au within 14 days. If this does not occur, the change of mind refund request could be rejected. Some products are subject to a different change of mind policy than that contained in this Warranty Policy. Currently, supplier product SKU’s starting with V28, V40, V63, and V77 have a different policy. However, others may have different policies from time to time, and you must, therefore, refer to listing to confirm the applicable change of mind refund policy. All items returned to Kidooy.com.au as a result of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.
Change of Mind Request Procedure
Customers must initiate consultation regarding any change of mind refund request. Please refrain from returning the product without prior consultation, as refunds will not be provided without this step.
Kindly send email on help@kidooy.com.au ,Include pictures or videos (of acceptable quality) illustrating the condition of the received product, along with an explanation of why the customer wishes to return the product. Confirm if the item is eligible for a refund.
For returns due to a change of mind, we prefer that the customer arranges the return.
If a change of mind request is accepted:
- If provided with a return label, we will refund the item price and shipping fee, minus return postage and a restocking fee of 10% of the item price and shipping fee.
- If not provided with a return label, we will refund the item price and shipping fee, minus a restocking fee of 10% of the item price and shipping fee.
- If the customer changes their mind before the item is received and requests Return to Sender (RTS), we will refund the item price and shipping fee, minus a restocking fee of 10% of the item price and shipping fee. Refund for RTS will be provided after the item is received at our/supplier warehouse facility.
Product recalls
In the event of a product recall, we will advise customers for relevant procedure.