Refund policy

Returns & Refund Policy

Thank you for supporting our family, our dream, and our small business.

We truly appreciate every order and do our very best to ensure your experience with Serenity Kids is a happy one. While we take great care in providing high-quality products and service, we understand that sometimes a return or exchange may be needed.

Cancellations & Order Changes

If you need to make a change to your order, please contact us at support@serenitykids.com.au as soon as possible.

If your order has not yet been processed or dispatched, we will do our best to accommodate your request. Once an order has been processed or shipped, changes or cancellations may no longer be possible.

Change of Mind Returns

We are not required to provide a refund or exchange if you change your mind.

However, for full-priced items, we may offer a store credit or exchange, provided that:

  • Your request is made within 7 days of receiving your order.
  • The item is unused, unopened and in its original packaging.
  • The item is in resalable condition.
  • Proof of purchase is provided.
  • The item is not excluded under this policy.

Store credits and exchanges are offered at Serenity Kids’ discretion.

Items Not Eligible for Change of Mind Returns

The following items cannot be returned or exchanged for change of mind:

  • Sale or clearance items.
  • Gift cards.
  • Custom or special-order products.
  • Products that have been opened, assembled, installed, used or washed.
  • Large items including prams, cots, bassinets, car seats and furniture.

This does not affect your rights under the Australian Consumer Law.

Faulty Products

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If you believe your item is faulty, please email support@serenitykids.com.au with:

  • Your order number.
  • A description of the issue.
  • Clear photographs where possible.

If the product is found to have a fault, you may be entitled to a repair, replacement or refund in accordance with the Australian Consumer Law.

Items damaged through misuse, incorrect assembly, accidental damage, improper care or normal wear and tear are not considered faulty.

Where a manufacturer’s warranty applies, Serenity Kids will assist you with the warranty process.

Returns Process

  1. Contact us within 7 days if requesting a change-of-mind return.
  2. Wait for return authorisation before sending any item back.
  3. Return the item using a tracked postal service.

Unless the item is faulty or we are otherwise required by law, return postage costs are the responsibility of the customer.

Exchanges

Exchanges are subject to stock availability. Where the requested item is unavailable, a store credit may be issued.

Returns Lost in Transit

We recommend using a tracked postal service. Serenity Kids cannot accept responsibility for returns lost or damaged in transit.

Thank you for supporting our family-run business. We are committed to resolving any issues fairly, promptly and in accordance with the Australian Consumer Law.