Refund policy
Returns, Refunds & Store Credit
Hello Youngster wants customers to know clearly what happens if something is wrong with a product, you change your mind or a gift is not quite right.
Hello Youngster is operated by Big Idea Ventures Pty Ltd, ABN 26 680 582 101.
If there is a problem with a product
Your purchase is covered by the consumer guarantees provided under the Australian Consumer Law.
If a product is faulty, unsafe, significantly different from its description or does not do what it would reasonably be expected to do, please contact us at shop@helloyoungster.com.au.
Please provide:
- your order number or proof of purchase
- a description of the problem
- photographs where they will help us understand the issue.
The appropriate remedy depends on the circumstances and your rights under the Australian Consumer Law. This may include a repair, replacement or refund.
Our change-of-mind conditions below do not limit your rights under the Australian Consumer Law.
Change of mind
Hello Youngster does not provide cash refunds for change-of-mind returns.
For eligible products, we offer store credit where the return is requested within 14 days:
- for an in-store purchase, from the date of purchase
- for an online order, from the date the order is delivered or collected.
To qualify for change-of-mind store credit, the product must be:
- unused
- unopened where applicable
- complete
- returned with all original components, instructions and accessories
- in undamaged, resaleable packaging
- accompanied by proof of purchase.
Some products may be excluded from change-of-mind returns because of their nature, condition or the way they are sold.
Please contact us before sending an online purchase back.
For change-of-mind returns, return postage or other return-delivery costs are the customer's responsibility.
Gifts and gift receipts
If you are buying a gift, you can ask us for a gift receipt.
An eligible gift returned within the applicable change-of-mind period may be returned for Hello Youngster store credit.
A gift receipt does not provide a cash refund.
If there is a problem with the product, Australian Consumer Law rights apply regardless of whether it was purchased as a gift.
Second Play Toys and Pre-Owned Collectables
Second Play products are previously owned goods and their condition is described when offered for sale.
We do not accept change-of-mind returns on Second Play Toys.
This does not exclude your rights under the Australian Consumer Law.
If a Second Play or other pre-owned product has a problem that was not disclosed and you believe it does not meet the applicable consumer guarantees, please contact us.
Normal wear, condition or characteristics that were clearly disclosed before purchase are not treated as an undisclosed fault.
Afterpay and Zip purchases
Using Afterpay or Zip does not change whether an item is eligible for return.
The same Hello Youngster returns policy and Australian Consumer Law rights apply.
Where a monetary refund is due for an order paid using Afterpay, we process the refund through Shopify/Afterpay. Afterpay then adjusts the customer's payment schedule and, where applicable, returns amounts already paid to the customer's payment card. Afterpay instructs merchants not to issue cash directly for amounts paid through Afterpay.
Where a monetary refund is due for an order paid using Zip, the refund is processed back to the Zip account used for the purchase. Zip then applies the credit against any outstanding balance or leaves the account in credit where applicable.
Customers should continue to follow their provider's payment schedule until the provider confirms that the refund has been processed or the schedule has changed.
Sale and promotional products
A sale or promotional price does not remove your rights under the Australian Consumer Law where there is a problem with a product.
Change-of-mind returns for sale, clearance or promotional products may be excluded where this was clearly stated before purchase.
Returning an online order
Before returning an online order, email shop@helloyoungster.com.au with:
- your order number
- the product you wish to return
- the reason for the return.
We will confirm the next steps and, where relevant, the return address.
For change-of-mind returns, please package the product carefully. The product and packaging must arrive in a condition that allows us to resell it.
Refund timing
Where a monetary refund is required or approved, it will normally be processed back through the original payment method.
Banks and payment providers may take additional time to reflect the refund after we have processed it.
Contact
For returns or product problems, contact:
Hello Youngster
11 Fitzroy Street
St Kilda VIC 3182
Operated by Big Idea Ventures Pty Ltd
ABN 26 680 582 101