Return & Refund Policy

We want you to love your purchase. If something isn't right, we're here to help.

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, 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.

Nothing in this policy limits those rights. The timeframes below apply to our own change-of-mind and goodwill offers, not to your consumer guarantee rights.

Change of mind

If you've changed your mind, you may request an exchange or store credit within 14 days of receiving your order, provided the item is unused, unopened and in its original packaging.

We may also offer a refund for change of mind, assessed case by case. This is a goodwill offer rather than an entitlement, so please get in touch before sending anything back.

Where we accept a change-of-mind return:

• Return shipping is at your cost. We recommend a tracked service, as we can't process a return that doesn't reach us.
• The original shipping cost paid on your order is not refunded.
• Any refund covers the price of the returned item only.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, or not as described, please contact us with your order number and clear photos of the issue. Getting in touch within 7 days of delivery helps us sort it out quickly, but it isn't a cut-off — faults that appear later are still covered for a reasonable period, given the price and nature of the product.

Where there is a major failure, you can choose between a refund or a replacement. Where the problem is minor, we may repair or replace the item, or offer a refund.

If you receive the wrong item, let us know and we will correct it at no cost to you.

Seconds items

Seconds are sold at a reduced price with small cosmetic imperfections, which are described on the product page. Those disclosed imperfections are not grounds for return, and seconds are otherwise final sale.

Your consumer guarantee rights still apply to any fault beyond the cosmetic imperfections described — a seconds item still has to work as it should.

Sale and promotional items

Discounted and promotional items are not eligible for change-of-mind returns.

Consumer guarantees apply to sale items exactly as they do to full-price items. If a discounted item is faulty, not as described, or fails to be of acceptable quality, your rights are the same.

Change-of-mind eligibility

To be eligible for a change-of-mind exchange or store credit:

• The item must be unused and in its original packaging
• Proof of purchase must be provided
• The request must be lodged within 14 days of receiving your order

We can't accept change-of-mind returns on used items or items without their original packaging. This does not affect your rights if an item is faulty.

Preorders

Preorder items are charged at the time of purchase, not at dispatch.

Estimated dispatch dates are shown on the product page. If that date changes, we'll email you as soon as we know. You can cancel a preorder for a full refund at any time before it is dispatched.

Afterpay orders

Refunds are returned to your original payment method. Where you paid with Afterpay, the refund is processed back through Afterpay, which adjusts your remaining instalments rather than paying you a lump sum. Processing times are determined by Afterpay, not by us.

Afterpay instalments begin at the time of purchase. For preorders, this means your payments may start — and may finish — before your item is dispatched.

If you choose store credit or an exchange for a change of mind, your Afterpay payment plan continues as normal, because the original order has not been refunded.

If we approve a change-of-mind refund, it is processed through Afterpay and reduces what you owe on your payment plan. Because the original shipping cost is not refunded on change-of-mind returns, the amount returned will be less than the order total, and your remaining instalments are adjusted accordingly.

Your Afterpay payment plan is an agreement between you and Afterpay, and is governed by Afterpay's own terms and conditions.

Shipping costs

Shipping fees are non-refundable unless the product is confirmed to be faulty or incorrect.

How to lodge a return or issue

Email us at contact@thelittlepioneers.com.au with:

• Your name
• Order number
• Photo(s) of the item or issue
• A short description of the problem

Our team will respond within 2–3 business days.