Returns Policy

At Silibites, we want you and your little one to love our products. If something isn't right, here's how our returns process works.

1. Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Competition and Consumer Act 2010 (Cth) or, if you are located outside Australia, the equivalent mandatory consumer protection laws of your country. If a product is faulty, not fit for purpose, or significantly different from how it was described, you are entitled to a repair, replacement, or refund, regardless of the timeframes below.

2. Change of Mind Returns

We accept change-of-mind returns within [30] days of delivery, provided that:

  • The item is unused, unopened, and in its original packaging with all tags and seals intact
  • You provide proof of purchase (order number or receipt)
  • The item is not on our list of non-returnable products (see Section 3)

Change-of-mind returns are at the customer's expense unless the item is faulty. Original shipping costs are non-refundable for change-of-mind returns.

3. Hygiene Items — Non-Returnable Once Opened

For the health and safety of your child, the following items cannot be returned or exchanged once opened, unwrapped, or used, unless the item is faulty:

  • Teethers
  • Dummies/pacifiers
  • Feeding items that contact the mouth (e.g. spoons, straws, bottle teats)

This exclusion does not affect your rights in relation to faulty goods.

4. Faulty or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, please contact us within [14] days of delivery with:

  • Your order number
  • A description of the issue
  • Photos or video of the fault/damage

We will arrange a replacement, repair, or full refund (including original shipping costs), and we will cover the cost of return shipping for faulty or incorrect items.

5. How to Start a Return

  1. Contact our customer care team at [insert email] with your order number and reason for return.
  2. We'll confirm whether your item is eligible and provide return instructions (and a return shipping label, if applicable).
  3. Pack the item securely in its original packaging and send it to the address we provide.
  4. Once received and inspected, we'll notify you of the outcome and process your refund or exchange.

Please do not send items back without contacting us first, as returns sent without prior approval may not be accepted.

6. Refunds

  • Approved refunds will be issued to your original payment method.
  • Please allow [5–10] business days for the refund to appear, in addition to processing time by your bank or card provider.
  • Refunds for change-of-mind returns do not include original shipping costs (unless required by law).

7. Exchanges

If you'd like a different size, colour, or product instead of a refund, let us know when you start your return and we'll arrange an exchange where stock is available, subject to the same eligibility conditions above.

8. International Returns

International customers are welcome to return eligible items following the same process above. Return shipping costs for change-of-mind returns are the customer's responsibility, and we recommend using a tracked shipping method, as we cannot process a refund for items that are not received. Any customs fees incurred on returned parcels are also the customer's responsibility.

9. Gifts

If you received a Silibites product as a gift and would like to return or exchange it, please contact us with the order number (ask the purchaser if needed) and we'll do our best to assist.

10. Contact Us

For any questions about returns, exchanges, or refunds, please get in touch:

Silibites Email: [insert contact email]