Returns & Refunds

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 satisfied.

Please read this page before ordering, particularly if you are buying a large item. Cubby houses and outdoor play equipment are bulky freight, and our returns terms are set by the manufacturers whose products we sell.

Faulty, damaged or incorrect items

If your item arrives damaged or faulty, or is not what you ordered, we will make it right at no cost to you. This is separate from the change-of-mind terms below, and none of the fees or conditions below apply to it.

Please inspect your order on arrival. If the packaging is damaged, please still accept the delivery and then inspect the contents – very often the carton is knocked about but the product inside is perfectly fine.

If the product itself is damaged, faulty or incorrect, contact us at Hello@bubbycubby.com.au within 7 days of delivery with your order number, photographs of the packaging and the item, the part numbers affected, and a description of the condition it arrived in. We will arrange a repair, replacement or refund. Items damaged in transit that are reported after 7 days may not be covered by the manufacturer, so please check your delivery promptly.

Change of mind

If you simply change your mind, we can accept a return within 7 days of delivery, subject to all of the following:

• You contact us within 7 days of delivery to arrange it. Returns cannot be accepted after this window, because our suppliers will not accept them back from us.
• The product has not been assembled. Once a cubby house or play set has been put together it cannot be returned for change of mind.
• The item is unused and in the same condition you received it, in its original unopened packaging with all parts and accessories.
• A restocking fee of 15% of the purchase price applies, to cover the manufacturer's handling and processing costs.
• You pay the return freight, and the original shipping charge is not refundable.
• Change-of-mind returns are refunded as store credit, as this is how our suppliers credit us.

Risk of loss or damage to the product remains with you until it has been accepted back into the supplier's warehouse, so please pack it properly and keep your tracking details.

We cannot accept change-of-mind returns on sale items, gift cards, or custom and made-to-order products.

How to request a return

Step 1. Contact us at Hello@bubbycubby.com.au or through our contact page within 7 days of delivery, with your order number, the items concerned and details of the problem.

Step 2. If your return is approved, we will issue a Returns Confirmation that includes the return address for your item. Return addresses differ by product, because items go back to the relevant manufacturer's warehouse – so please do not send anything back before you receive this confirmation. Items sent back without one cannot be accepted. Mark the Returns Confirmation clearly on the outer packaging. The confirmation is valid for fourteen (14) days.

Step 3. Once the item has been received and inspected, we will process your store credit, replacement or refund within 3 business days. If any additional postal charges apply, we will tell you before anything is sent out.

Buy Now Pay Later

Refunds on items purchased through ZipPay or ZipMoney carry a 5% transaction fee, because that fee has already been deducted from the purchase price by Zip and is unrecoverable by Bubby Cubby. We will never charge you more than we have been charged.

Warranty

Many of our cubby houses and outdoor play products carry a manufacturer's warranty, typically 12 months against defects and against wood rot and insect damage. This is in addition to the returns terms above.

Warranty claims are usually handled by the manufacturer directly, so it is generally quickest to contact them as soon as an issue arises. If you need their contact details, or you would like us to deal with them on your behalf, email us at Hello@bubbycubby.com.au with your order number and details of the problem and we will help.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to, and are not limited by, the returns terms on this page or any manufacturer's warranty period. The time limits, restocking fee and store-credit terms above apply only to change-of-mind returns. Where goods are faulty, unsafe, not as described or unfit for their purpose, your rights under the Australian Consumer Law apply regardless, and as the seller we are responsible for honouring them – you do not need to deal with the manufacturer to exercise them.

If you have any other questions about returns and refunds, please contact us at Hello@bubbycubby.com.au.