Refund policy

Returns & Refunds Policy

Last updated: 26/05/2026

At The Intentional Nursery, we want you to love what you buy. If something isn't right, we're here to help. This policy outlines your rights and our process for returns, refunds, and exchanges.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

These rights apply regardless of any other terms in this policy.

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery under the following conditions:

  • Items must be unused, unworn, and unwashed
  • Items must be in original packaging with all tags attached
  • Proof of purchase is required (order number or confirmation email)
  • For hygiene reasons, the following items cannot be returned for change of mind:
    • Bibs and feeding accessories that have been opened
    • Bath products and towels that have been used or washed
    • Any item with broken hygiene seals

Please note: Customers are responsible for return shipping costs on change-of-mind returns. Original shipping fees are non-refundable.

Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged on arrival, or not what you ordered, please contact us within 7 days of delivery at theintentionalnursery@gmail.com with:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We will assess the issue and offer one of the following remedies under Australian Consumer Law:

  • A full refund (including original shipping)
  • A replacement item (at no extra cost)
  • A repair where appropriate

We cover return shipping costs for faulty or incorrect items.

Items Not Eligible for Return

The following cannot be returned:

  • Used or washed items (except where faulty)
  • Items marked "Final Sale" or "Clearance"
  • Digital products (including our PDF guides) — these are non-refundable due to their digital nature, except where required by law
  • Gift cards

How to Request a Return

  1. Email us at theintentionalnursery@gmail.com within the relevant timeframe (30 days change of mind, 7 days faulty/damaged)
  2. Include your order number, reason for return, and photos if applicable
  3. We'll respond within 2 business days with return instructions
  4. Once we receive and inspect your return, we'll process your refund or replacement within 5–7 business days

Please do not send items back without contacting us first — returns sent without authorisation may not be processed.

Refund Processing

Refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider.

If you paid via Afterpay, Klarna, or another buy-now-pay-later service, refunds are processed through that provider according to their terms.

Bundles and Free Gifts

If you return part of a bundle, the refund will be calculated based on the individual item value within the bundle. Any free PDF guides or gifts included with your purchase do not need to be returned.

Shipping Delays

Please allow 2–4 weeks for delivery as our products are shipped from our overseas supplier network. Delays caused by customs, postal services, or events outside our control are not grounds for a refund, but we will always work with you to track your order.

If your order has not arrived within 45 days of dispatch, please contact us and we will investigate and offer a refund or replacement where appropriate.

Cancellations

Orders can be cancelled for a full refund within 12 hours of placing the order, provided the order has not yet been processed by our supplier. After this window, cancellation may not be possible as your item will already be in production or shipping.

Contact Us

If you have any questions about this policy, please reach out:

📧 Email: theintentionalnursery@gmail.com🌐 Website: theintentionalnursery.com 📍 Business: The Intentional Nursery, Australia

We aim to respond to all enquiries within 24 hours, Monday to Friday.