Returns and Refund Policy

Last updated: 24 July 2026

We want you to feel confident choosing a Moppet Kids product for your family. If you have questions before ordering, please contact us at customerservice@moppetkids.com. We’re a small Australian family business and are always happy to help.

This policy includes:

• Our voluntary 14-day change-of-mind return policy
• Returns for faulty, damaged or incorrect products
• Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you have under the Australian Consumer Law.

14-day change-of-mind returns

We offer change-of-mind returns when you contact us within 14 calendar days of receiving your order.

To qualify for a change-of-mind return:

• The product must be unused, undamaged and in a condition that allows us to resell it as new.
• The product may be carefully unpacked and inspected, but it must not have been used by a child or adult.
• The product must be returned with all parts, accessories, instructions and original packaging.
• You must contact us and receive return instructions before sending the product.
• The return must be lodged with the agreed courier within seven days of receiving return approval.
• You must provide proof of purchase.

For safety and hygiene reasons, a Folding Learning Tower that has been used will not qualify for a change-of-mind return.

Please take care when opening and repacking your order. Folding Learning Towers must be returned in their original box with sufficient protective packaging to prevent damage in transit.

Change-of-mind return costs

Customers are responsible for the cost of returning a product because of a change of mind.

We can help arrange return collection through one of our couriers. We will provide the return freight price for your approval before booking the collection. The agreed return freight cost can be paid separately or deducted from your refund.

Original delivery charges are not refundable for change-of-mind returns.

Please do not return a product without contacting us first. We cannot accept responsibility for products that are lost or damaged when returned without our approval or contrary to our return instructions.

Inspection and change-of-mind refunds

We will inspect the returned product before issuing a refund.

If the product meets the conditions of our change-of-mind policy, we will refund the amount paid for the product, excluding:

• The original delivery charge
• Change-of-mind return freight
• Any other return costs agreed with you before collection

Approved refunds will be made to the original payment method, generally within five business days of receiving and inspecting the return. Your bank or payment provider may take additional time to make the funds available.

If a product is returned used, damaged, incomplete or without adequate protective packaging, we may refuse the voluntary change-of-mind return or reduce the refund to reflect the reduction in the product’s value. If this happens, we will contact you with an explanation and, where relevant, photographs before finalising the return.

These conditions apply only to voluntary change-of-mind returns. They do not limit your rights in relation to faulty, damaged or incorrectly supplied products.

Order cancellations

If you would like to cancel an order, please contact us as soon as possible.

If your order has not been dispatched, we will make reasonable efforts to cancel it and provide a refund to your original payment method.

If the order has already been dispatched, it will be treated as a change-of-mind return. The conditions and return costs set out above will apply.

Scratch and Dint, clearance and final-sale products

Scratch and Dint products, clearance products clearly marked as final sale and gift cards cannot be returned because of a change of mind.

Possible cosmetic imperfections in a Scratch and Dint product will be disclosed before purchase on the product listing page. A customer is not entitled to a remedy for  cosmetic imperfections.

This exclusion only applies to change-of-mind returns and cosmetic imperfections. Customers retain all rights available under the Australian Consumer Law if a product has another fault or does not meet a consumer guarantee.

Damaged or incorrect deliveries

Please inspect your order after delivery.

If your product arrives damaged or you receive the wrong product, please contact us at customerservice@moppetkids.com as soon as reasonably possible. Where possible, please contact us within five days of delivery so we can investigate promptly with the courier.

When contacting us, please include:

• Your name and order number
• A description of the issue
• Photographs of the product
• Photographs of the packaging and shipping label, if the product was damaged during delivery

The five-day request helps us investigate delivery damage promptly. It does not limit or replace any rights you may have under the Australian Consumer Law.

Depending on the circumstances, we will work with you to arrange an appropriate repair, replacement, refund or other remedy.

Faulty products and Australian Consumer Law

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

Products must be of acceptable quality, safe, durable, free from defects, fit for their normal purpose and match their description. Depending on the nature of a problem, you may be entitled to a repair, replacement, refund or other remedy.

Major problems

A product may have a major problem if it:

• Is unsafe
• Is substantially different from its description or sample
• Cannot be used for its normal purpose, or a purpose you told us about before purchasing, and cannot easily be fixed within a reasonable time
• Has a serious problem, or several smaller problems, that would have stopped a reasonable customer from purchasing it if they had known about them

If a product has a major problem, you may choose a refund or replacement. You may also choose to keep the product and seek compensation for the reduction in its value.

Refunds for major problems will be provided using the original payment method unless we agree with you to use another method.

Minor problems

If a product has a minor problem, we may choose to provide a free repair within a reasonable time or offer a refund in line with our Scratch & Dint product value. 

If we cannot or do not repair the product within a reasonable time, you may be entitled to have it repaired elsewhere and recover the reasonable cost from us, or to receive another remedy available under the Australian Consumer Law.

Assessing a reported fault

We may need to inspect the product, review photographs or request other reasonable information before determining the appropriate remedy.

You do not need to have the original packaging to make a claim about a potentially faulty product. We may ask you to provide proof of purchase, such as your order confirmation, receipt or payment record.

Moppet Kids is responsible for assisting with problems involving products purchased directly from us. 

Returning a faulty product

Please contact us before returning a product that you believe is faulty.

For a product that is large, heavy or difficult to return, we will arrange collection when we are responsible for doing so under the Australian Consumer Law.

If a product is confirmed to have a problem covered by the consumer guarantees, we will cover or reimburse reasonable return costs as required by law. Please retain receipts for any return costs we have authorised you to incur.

If, after assessment, the product is found not to have a fault, we may ask you to pay reasonable collection or inspection costs. We will provide you with a reasonable estimate of those costs before arranging collection.

When a remedy may not be available

A repair, replacement or refund may not be available when:

• You simply changed your mind and the return does not meet our voluntary change-of-mind conditions
• The product was damaged through misuse, neglect, an accident or a failure to follow the supplied safety and care instructions
• You continued using the product after discovering a problem and caused additional damage
• You were informed of a particular imperfection before purchasing and your claim relates only to that disclosed imperfection

You may still be entitled to a remedy if a separate or undisclosed problem arises.

Manufacturing warranty

The Moppet Kids Folding Learning Tower includes a two-year manufacturing warranty.

This warranty is an additional promise provided by Moppet Kids. It operates alongside, and does not replace or limit, the consumer guarantees and other rights available under the Australian Consumer Law. Those rights may continue beyond the stated warranty period, depending on the circumstances.

Exchanges

We do not process direct change-of-mind exchanges.

If your change-of-mind return is approved, you can return the original product in accordance with this policy and place a separate order for the product you would prefer.

If a product is faulty, damaged or incorrectly supplied, any replacement will be handled as part of the remedy process described above.

How to request a return or remedy

Before returning any product, contact:

Email: customerservice@moppetkids.com
Contact form: https://moppetkids.com/pages/contact

Please include your order number and a brief explanation of why you are contacting us. Photographs may help us assess damaged or potentially faulty products more quickly.

If your return is approved, we will provide return instructions and the appropriate return address. Products sent back without first contacting us may not be accepted as change-of-mind returns.