Refund policy
Thank you so much 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 an exchange or return may be needed. To make things easier, we’ve outlined our returns policy below so we can assist you in the best way possible.
Cancellations and Amendments
If you’ve placed an order and need to make a change, please email us at support@serenitykids.com.au as soon as possible.
If your order hasn’t yet been processed or shipped, we may be able to assist.
Once your order has been processed or dispatched, unfortunately, we cannot make changes or cancel it.
Serenity Kids reserves the right to refuse order amendments.
Returns for Full-Price Items
Full-priced items may be eligible for exchange if:
The request is made within 7 days of receiving your order
The item is unused, unopened and in original packaging, and in perfect resalable condition
The item is not excluded under our policy (see below)
Please note: Refunds are not available for change of mind. In some cases, a store credit may be issued at our discretion.
Non-Returnable Items
For safety and hygiene reasons, the following cannot be returned or exchanged unless deemed faulty (please see our faulty policy below):
Sale items or items purchased during promotional periods
Gift cards
Custom or special-order items
Items that have been opened, assembled, used, or washed
Sale Items
All sale purchases are final sale and cannot be returned, exchanged, or refunded unless the item is faulty (please see our below faulty policy below)
Faulty Items
If something isn’t quite right with your order, we’re here to help.
Please email support@serenitykids.com.au with:
Your order number
A description of the fault
Clear photos of the issue
Our team will assess the item in line with Australian Consumer Law. If confirmed faulty, you may be entitled to a repair, replacement, or refund, depending on the situation.
Please note:
Items damaged due to misuse, improper care, or general wear and tear are not considered faulty.
Some products are covered by a manufacturer’s warranty. Where this applies, we’ll assist you in lodging a warranty claim with the supplier.
Returns Process
1. Submit Your Request – Email us within 7 days of receiving your order.
2. Wait for Approval – We’ll reply within 2 business days with your return authorisation and instructions.
3. Send Back Your Item – Post the item within 7 days using a tracked service (return postage is at the customer’s expense).
Exchanges
Exchanges may be made for items of equal value, subject to availability. If the requested item isn’t available, a store credit will be provided.
All postage costs for exchanges are the responsibility of the customer.
Returns Lost in Transit
We recommend using a traceable postal service, as Serenity Kids cannot be responsible for items lost or damaged in return transit.
Important Information – Large or High-Value Items
Please choose carefully when purchasing larger items such as prams, cots, car seats, bassinets and furniture.
Due to the high costs of warehousing, shipping, and restocking, we are unable to offer refunds or exchanges for change of mind on these products. Faulty items remain covered under the manufacturer’s warranty, in line with Australian Consumer Law.
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We’ll always do our very best to resolve any issues quickly and fairly, and we thank you for your understanding and support of our family-run business.