At Goodstart Early Learning, we are committed to ensuring that you are completely satisfied with your purchase. Please review this Refund, Returns and Exchange Policy to understand your rights under Australian Consumer Law and how we manage returns, exchanges and refunds.

This policy applies to purchases made through https://goodstartfamilyshop.com/. This website and its associated fulfilment services are operated by The Buckner Group Pty Ltd (ACN 009 739 422) trading as Buckner Brand Management, on behalf of Goodstart Early Learning.

1. About This Policy

This policy applies to products purchased through the Goodstart Family Shop at https://goodstartfamilyshop.com/. We recommend inspecting all goods upon delivery to ensure they are of acceptable quality and match the description provided. If you have any questions, please contact us via the Return Form which sits in the footer of the website or by email at goodstart@buckner.com.au.

2. 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.

3. Change of Mind or Size Exchange

If you change your mind or require a size exchange, please contact our fulfilment team immediately. Orders are sent to our fulfilment team promptly to ensure fast dispatch, so we cannot guarantee cancellations if production has already commenced.

Change-of-mind returns or exchanges must be made within 30 days of delivery and items must be unused, unwashed, folded, and with original tags attached. Return postage costs for change-of-mind or size exchanges are the customer’s responsibility. Exchanges will be sent once the returned items have been received and inspected.

This clause applies in addition to, and does not limit, your rights under the Australian Consumer Law.

4. Faulty, Damaged, or Incorrect Items

If your items arrive damaged, faulty, or incorrect, please contact us within 30 days of delivery. We will arrange repair, replacement, or refund as required under Australian Consumer Law.

Goodstart Early Learning will cover the cost of return postage or collection for faulty, damaged, or incorrect items.

5. Refund Method and Timeframe

Approved refunds will be processed to the original payment method within 5–10 business days after approval. You will receive an email confirmation once your refund has been completed. Refunds will be processed using the original payment method wherever practicable.

6. Non-Returnable Items

Customised, embroidered, clearance, or special-order items cannot be returned unless faulty, as permitted under Australian Consumer Law.

7. Return Process

To request a return, please complete the Return Request Form on the Goodstart Family Shop. Valid requests will be reviewed within 3 business days. Once approved, a Return Merchandise Authorisation (RMA) document will be emailed to you. This document must be printed and accompany your returned goods.

Please note:

• Return processing may be delayed if the RMA is missing.
• RMA documents are one-time use only.
• We cannot accept responsibility for items lost in transit prior to receipt by our warehouse. Risk in returned goods remains with the customer until received and inspected by us.
• Depending on circumstances, return collection costs may apply, and you will be informed in advance.

The Goodstart Family Shop operates centrally, and Centre Teams are unable to assist with returns. Please contact our Fulfilment Team for all return or exchange enquiries at goodstart@buckner.com.au.

8. Proof of Purchase

Please retain your proof of purchase (invoice or confirmation email). Proof of purchase is required to process all returns and exchanges.

Acceptable proof may include a tax invoice, order confirmation email, or credit card statement.

9. Online Purchase Confirmation

A contract for purchase is formed once payment is received and an order confirmation email has been sent. We reserve the right to cancel orders prior to dispatch in the event of pricing errors, product unavailability, or system issues.

10. Processing and Communication

We aim to process all valid return requests promptly. Most returns will be finalised within 10 business days of receiving the returned goods.

11. Contact Us

If you have any questions or concerns about your order, please contact our Customer Service Team:

Email: goodstart@buckner.com.au

Phone: 1300 22 44 66

Website: https://goodstartfamilyshop.com/

This policy and any disputes arising from it are governed by the laws of Queensland, Australia.

Please also refer to our Terms of Use, Shipping Policy, and Privacy Policy.