Refund policy

At Coolkidz Australia Pty Ltd (ACN 135 530 942), trading as Hannie Australia, we want you to be confident in your purchase. This policy explains your rights and our return process.

This policy operates in addition to your rights under the Australian Consumer Law (ACL).

1. Your Rights Under 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
  • Compensation for any other reasonably foreseeable loss or damage
  • Have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure

These rights apply regardless of any change-of-mind policy.

2. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged in transit, or not as described, please contact us as soon as possible after discovering the issue.

We may request:

  • Your order number
  • A description of the issue
  • Photos of the product

Once assessed, we will provide one of the following remedies in accordance with the Australian Consumer Law:

  • Repair
  • Replacement
  • Refund to the original payment method

If a refund is approved, it will be processed to the original payment method within 5–10 business days after the returned item has been received and inspected.

Return Shipping for Faulty Items:
Coolkidz Australia will cover reasonable return shipping costs for approved faulty, damaged, or incorrect items.

3. Change of Mind Returns

In addition to your rights under the Australian Consumer Law, we offer change-of-mind returns within 30 days of purchase.

To be eligible for a change-of-mind return:

  • The item must be unused
  • The item must be in original packaging
  • All manuals, accessories and bonus items must be included
  • Proof of purchase must be provided

If the item has been opened, it must be repackaged in its original box with all parts and materials included exactly as received.

Items that have been used are not eligible for change-of-mind returns.

Excluded from change-of-mind returns:

  • Gift cards
  • eVouchers

4. Change of Mind Return Outcome

Approved change-of-mind returns are eligible for:

  • Exchange, or
  • Store credit

Change-of-mind returns are not eligible for a refund to the original payment method unless required under Australian Consumer Law.

5. Return Shipping Costs

For change-of-mind returns:

  • The customer is responsible for return shipping costs.
  • Original shipping charges and payment processing fees are non-refundable.

For faulty, damaged, or incorrect items:

  • Coolkidz Australia will cover reasonable return shipping costs.
  • A full refund including original shipping costs will be provided where required under Australian Consumer Law.

6. How to Request a Return

To request a return, please contact:

Email: orders@coolkidz.com.au
Please include your order number and details of your request.

Our team will respond within 1–2 business days with return instructions.
Returns are processed within Australia at our Victorian warehouse. The return address will be provided once your return request is approved.

Items must be securely packaged for return. We are not responsible for items damaged in transit due to inadequate packaging.

7. Order Cancellations and Discount Adjustments

Discount codes and promotional offers must be applied at checkout. We are unable to retrospectively apply discounts after an order has been placed.

If you cancel an order to re-order using a different promotion, an administration fee of $20 may apply.

If you contact us within one hour of placing your order, we will assist with changes without any fee.

8. Price Changes

Prices and promotions may change from time to time. We are unable to refund the difference if a product is reduced in price after purchase.

9. Change of Mind returns

In addition to your rights under the Australian Consumer Law, if you change your mind, we’re happy to offer you an exchange or store credit within 30 days of purchase, including for items that haven’t yet been shipped.

To be eligible, your item(s) must be:

  • Returned with proof of purchase (receipt or online order number)
  • Unopened, in original packaging, with all instruction manuals and accessories included
  • Returned with any bonus item(s) supplied at the time of purchase

If your item has been opened, it must be repackaged in its original box with all parts, manuals, and accessories included, exactly as it was received. Once returned, our support team will inspect the item and determine whether a full refund can be issued.

Please note that items that have been used are not eligible for a refund.

Excluded from Change of Mind returns:

  • Gift Cards and eVouchers
  • Discontinued, Damaged Box, Run-Out or Reduced-To-Clear Items
  • Special order items

Please note that shipping charges and payment processing fees are non-refundable. This includes original shipping costs and any fees deducted by payment gateways (Shopify, Afterpay, ZipPay, PayPal, etc.).

10. Price Changes

Our prices and promotions vary from time to time. If you purchase an item and it later goes on sale, we’re not able to refund the price difference. We recommend subscribing to our newsletter or following us online to hear about upcoming offers