Exchange & Refund Policy

EXCHANGES OR REFUNDS DUE TO A FAULTY, DAMAGED OR INCORRECT ITEM

We do our utmost to ensure that all products are free of any manufacturing or other defects, but sometimes accidents do happen. If you receive the wrong item or a faulty or damaged item, Milk Tooth will exchange the item for the correct or an identical undamaged item, where available. Where the correct or an undamaged identical item is unavailable, MilkTooth will provide you with a refund of the full price of the item plus any shipping cost incurred.

To be eligible for an exchange or refund, your item must be unused and in the same condition that you received it.

To complete your exchange or refund, Milk Tooth will require a receipt or other proof of purchase. 

If an exchange or refund is being conducted due to Milk Tooth sending out the wrong item or a faulty or damaged item, Milk Tooth will cover all shipping costs involved. Milk Tooth will advise you as to which shipping method to use to return the incorrect/faulty item to us. Please do not return the item to Milk Tooth without first seeking this advice.

LOST-IN-TRANSIT ITEMS

Items are not deemed lost-in-transit until at least three weeks have passed since their date of lodgement with Australia Post or the courier (for items addressed to locations within Australia). Lost-in-transit items cannot be replaced or otherwise addressed until an investigation has been completed by Australia Post or the courier service used to deliver those items.

All international orders will be sent without insurance or tracking, unless otherwise advised. Milk Tooth cannot be held responsible if an international order goes missing.

EXCHANGES OR REFUNDS DUE TO CHANGE OF MIND

We really hope you love every item you receive from Milk Tooth, but we understand with online shopping that sometimes you might change your mind. You may seek an exchange or refund due to change of mind within 30 calendar days of placing your order.

Please note we charge a restocking fee of 10% of the purchase price of the item(s) you are returning or exchanging due to change of mind. This fee will be deducted from your refund amount.

To be eligible for an exchange or refund due to change of mind, your item must be unused and in the same condition that you received it.

Only regular priced items may be exchanged or returned due to change of mind; discounted or sale items are excluded.

To complete your exchange or refund, we will require a receipt or other proof of purchase. 

You will be responsible for paying for your own shipping costs for returning your item to Milk Tooth.

In the case of a refund, the cost of the original shipping from Milk Tooth to you will be deducted from your refund amount. This will be the actual shipping cost incurred by Milk Tooth (including for orders that had qualified for free shipping), which may exceed the shipping charge you paid. Please note this cost may be significant in the case of larger orders or bulky items, such as felt ball rugs or indoor slides.

In the case of an exchange, you will be invoiced for any additional shipping charges incurred in sending out the replacement item. Free shipping does not apply to exchanges due to change of mind.

When shipping your item back to Milk Tooth, you should consider using a trackable shipping service, purchasing shipping insurance, and/or purchasing signature on delivery. Responsibility for the safety of your item is retained by you until it is received by Milk Tooth. We are unable to guarantee that we will receive your returned item.

If you seek an exchange or refund from Milk Tooth after Milk Tooth has already incurred shipping charges for your order, we will process your refund minus the actual costs of shipping already incurred by Milk Tooth.

PROCESS FOR SEEKING AN EXCHANGE OR REFUND

Please contact us via our contact form or email if you are seeking an exchange or refund. Please do not send your item to the manufacturer. Please do not send your item back to Milk Tooth without contacting us first.

Once your returned item has been received and inspected, we will send you an email to notify you that we have received it and we will advise of next steps.

If a refund is agreed, a credit will be applied to your original method of payment within seven calendar days. Please allow a further three business days to allow for bank processing times.