Returns and Refunds

Returns

Bubby Cubby strives for your satisfaction. As online shoppers ourselves, we understand that you may not always be happy with what you get, and we will keep our promise to make sure that you are 100% satisfied.

We realise that things don't always go as expected however unlikely, and sometimes goods may have to be returned - a product may be defective, you may have received the wrong item, or perhaps you have just changed your mind. 

If you would like to return product(s), it must be done within 7 days and must be new, unused, and contain all original packing and accessories. You have to contact us within 7 days of receiving the cubby house or product you will be eligible for a refund, or store credit or exchange (Postage/ freight if you want to return items will be at your expense and your responsibility to ensure all parts and items are sent back to the correct location before refund can be made), depending on the product purchased. There may be a re-stocking fee of around 15% for certain items; and we are happy to provide you with more details. Just give us a call or email us.

If you have passed the 7 day cut off point, you may only be eligible for exchange.

While we would like to make sure that you get back the money you have paid for our listed products, refund on items purchased under ZipPay or ZipMoney will have a 5% transaction fee, because the fee has already been deducted from the purchase price by our ZipMoney partner, which is unrecoverable by Bubby Cubby. We will not charge you any more than what we have been charged.

Cubby houses, or outdoor play equipment are subject to the refund policies of the manufacturer of the equipment. Please contact us for more details.

It is crucial to understand our Return Policy and make certain the criteria are met before physically sending item(s) back to us. Please read our Terms and Conditions for further details.

Change of Mind

If you change your mind about a purchase or make an incorrect choice and notify us within 7 days of delivery, we will provide you with a refund or store credit for unopened products once the product has been returned. The criterion for the Change of Mind Policy is outlined below:

The product must be in an unopened, unused condition - suitable for resale.

The refund or store credit will be calculated as the product price paid minus re-stocking costs (of between 15 - 20% of retail price) for products if applicable. (Please contact us to find out more)

The customer returning an item is responsible for all packing and shipping charges back to the manufacturer. We can assist with arranging for the return shipping.

Risk of loss or damage to the product will not be assumed by Bubby Cubby until the product has been accepted back into our partner's warehouses.

Wrong Products - If a product is wrongly described, different from a sample shown, we will offer you a choice between a new replacement item or a full refund or store credit. Please note that any incorrectly sent items will need to be returned in original, unused condition.

Damaged Products - If your item arrives damaged or 'dead on arrival', we will arrange a replacement or full refund at our cost. It is up to our manufacturers and suppliers discretion on whether a product will be refunded, or parts replaced, however, we will fight for an outcome that may be a favourable compromise for all parties.

If your product arrives with damaged packaging, please do accept the product and then inspect your product. Often the packaging may be damaged, but the products are all okay.

If you find that the product is damaged, then contact us within 7 Days with pictures of the damaged boxes, and items, and with details like part numbers, and/or the condition when the item was received, and we will strive to refund or replace the product as quickly as we can.

Items that are damaged in transit that are not reported within 7 days may or may not be replaced by the manufacturer.

 

How to request a return:

STEP 1.  

Please contact us within 7 days of receipt of the item or by Contact Us section stating your order number, the item(s) you wish to return and details of the problem.

STEP 2. 

Our Customer Services Team, provided you comply with this returns policy, will then issue a Returns Confirmation. Please send the item to the specified address with the Returns Confirmation specified on the outer packaging. The returns confirmation is valid for fourteen (14) days so please return the item immediately.

STEP 3.

Once the item is received by us, and provided the returned item meets our conditions, we will provide you with a store credit or a replacement product.  In some cases extra postal charges may be incurred. You will be notified of this before the product is sent out to you. This will be done within 7 business days of receiving the item from you. 

 

Warranty and Claims

Warrantable Items.

Some Cubby houses and outdoor play equipment (like build to order cubby houses) or products have a manufacturer's warranty which may offer additional protection against product failure to that offered by Bubby Cubby’s returns policy.

Warranty claims are handled by the manufacturer directly so please contact them immediately an issue arises and follow their Returns Policy and Instructions.  If you require any assistance or their contact details please feel free to contact us via our online contact form or customer services department stating your order number, the item(s) you are wishing to return and details of the problem.

 

If you have any other questions regarding our returns and refunds policy, please do contact us directly.