Shipping, Warranty & Returns Policy

We endeavour to dispatch all orders in the next business day after your order is received. However during peak period, it may take longer. Please allow an extra 1-2 business days for us to process your order.

Registered post and courier are used for all orders. Tracking details will be provided to you in an email after the order is dispatched from our warehouse. 

We only ship to an Australian address. No overseas shipping at this stage. We only offer the shipping method(s) listed below:

Standard shipping: Please use the shipping fee calculator during check out.

Pick Up (Click & Collect): Pick up details to be discussed privately once order is placed.

 

Warranty, Returns, Exchange and Refunds

1. Australian Consumer Law

Our returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law (if you are a consumer) and other relevant laws.

If you are a consumer under the Australian Consumer Law:

• All goods sold by Kidomotto come with guarantees that cannot be excluded under the Australian Consumer law (ACL). You are entitled to a replacement or refund for a major failure provided that the goods are used strictly as intended. You are also entitled to have the goods replaced or repaired if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price. Therefore, as you can understand, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.

 2. DOA (Dead on Arrival)

• ​We will replace your item if it is found to be Dead on Arrival (DOA) within 14 days from the date of dispatch. 
• Any DOA's must be returned back to us within 14 days. 
• Our Customer Service member will provisionally determine by email or phone whether the Product is DOA. 
• Where a product is provisionally determined as DOA we will arrange to replace the product or return it for repairs if it can be fixed or a refund. We hold the right to send parts where we deem that it is reasonably easy to fix the product by you. This ensures that we can offer you a faster solution for a problem rather than sending the item back and forth.

 3. Faulty after 14 days from the date of dispatch (Normal Warranty Condition)

• Under Normal Warranty Condition, we will repair or replace the product at our discretion with no charge for parts or labour.
• Replacement of the product or a part does not extend nor restart the warranty period.
• If an item needs to be returned after the 14 days from the date of dispatch, return postage will be at the buyer's expense
• For assistance with warranty and returns please email kidomotto@gmail.com.
• We will not accept the return of a product without the approval from our Customer Service Team.
• Where possible, the product must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that was delivered with the product.

 4. Change of Mind

• Our goal is to make sure you are satisfied with our products. Therefore, we are happy to accept returns for change of mind or if it does not suit your needs (e.g. too big or bought the wrong item).
• Refunds for change of mind are only accepted within 10 days after receiving the item.
• To be eligible for a return, your item must be unused, unwashed and in the same condition that you received it. It must also be in the original packaging. 
• All returns for change of mind MUST be notified prior to being returned. Moreover, the postage costs for returns are NOT covered and the original postage cost (if charged) are non-refundable.
• All item MUST be returned in the original condition and packaging and MUST be in a condition that we can restock and resell it. We reserve the right to require photographic or video evidence that the item is in its original condition prior to accepting the change of mind return.
• We will be charging a 25% restocking fee for returns from the item original price, excluding the original postage.
• You are responsible to pay for the return postage costs and subsequently postage costs to you for the exchanged goods.
• Non-returnable items:
  - Gift cards
  - Clearance Items

 5. Exchanges

• If you need to exchange it for the same value item, send us an email at kidomotto@gmail.com.
• Please note that we may not be able to offer exchange as the size availability cannot be guaranteed. Therefore, please contact us to check stock levels before returning your item.
• To be eligible for an exchange, your item must be unused, unwashed and in the same condition that you received it. It must also be in the original packaging so we can resell it.
• You are responsible to pay for the return postage costs and subsequently postage costs to you for the exchanged goods.

 6. Returning the Goods

• To return your product, please contact kidomotto@gmail.com.
• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
• If you are shipping returns, please make sure you send them in a secured box/bag to avoid damage and use a trackable shipping service (registered post). We do not guarantee that we will receive your returned item and we are not responsible for lost in transit items.
• Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please Note: 

• Proof of purchase must be supplied with all items being returned, examples of a valid proof of purchase include, a copy of the original purchase invoice or a bank or credit card statement showing the transaction. Kidomotto will be unable to provide warranty support if a valid proof of purchase cannot be provided.
• Goods arriving damaged due to poor packaging or misuse will not be accepted.
• Inadequately packaged goods may incur a $25 packaging fee on return.
• Cash on Delivery (COD) to us will not be accepted.
• Kidomotto cannot be held responsible for any damage caused during return transit.

 7. Return to Sender (RTS)

• Return to Sender (RTS) is when we send the item to the customer but it returns back to us. If the address you supplied to us is wrong and it returns back to us, we will be charging postage to send again as well as a RTS fee of $20. This fee is a flat rate RTS fee charged by our couriers in case of a return.
• If the item is returned back to us due to non-collection from the courier's depot, we will be charging postage to send again as well as a RTS fee of $20. Australia Post and our other couriers will leave a calling card in case they miss you while delivering your parcel. However, the calling card can sometimes go missing. We will NOT be responsible for missing calling card so it is extremely important to check the email you registered with us for the tracking number and check the progress of your delivery. 
• If you decide to get a refund after your parcel returns back to us, we will be refunding the product price minus the RTS fee of $20 as well as 25% restocking fee for returns from the item price.
• If the item is returned back to us, with the correct delivery address, due to our courier's mistake, we will be sending it back to you again without any redelivery fee or RTS fee.

 8. Refunds

• For refunds and returns, you are required to send us photos or videos as evidence of the fault. If you fail or refuse to do so, it will limit our support and we might not be able to process your warranty claim.
• Refunds for change of mind are only accepted within 10 days after receiving the item.
• No refunds offered if you have changed your mind about the goods if the item has already been used and without the original packaging.
• No refunds are offered after 10 days.
• Shipping costs are non-refundable.
• For some products, we offer "Free Postage". However, this does not necessarily mean that the postage is free to us as we offer this taking into account our profit margin. In case of change of mind, we will be charging the postage to you along with the restocking fee of 25%.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• Refunds are only processed once goods have been confirmed as re-sellable.
  Please allow up to 5 business days for your refund to be processed once your item(s) are received. 
• If the returned item is NOT re-sellable, then we will not issue you a refund. We can either post it back to you at your expense or dispose the goods for you.

 9. Late or missing refunds (if applicable)

• If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.
• If you have done all of this and you still have not received your refund yet, please contact us at kidomotto@gmail.com.