Refund policy
Returns & Refund Policy
Last updated: July 2026
At Cubby & Co., we want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help.
This Returns & Refund Policy explains our voluntary 90-Day Change of Mind Return Policy, as well as your rights under the Australian Consumer Law (ACL).
90-Day Change of Mind Returns
We proudly offer a 90-day change of mind return policy, giving you extra peace of mind beyond your rights under the Australian Consumer Law.
If you change your mind about your purchase, you may request a return within 90 days of the date your order is delivered, provided that the item:
•is returned within 90 days of delivery;
•is unused and in its original condition;
•includes all original packaging, accessories, manuals and components, where applicable; and
•is accompanied by proof of purchase, such as your order confirmation or receipt.
Please contact our Customer Support team before returning your item so that we can provide the correct return instructions.
Some products may have different return conditions where clearly stated on the product page or where required by Australian Consumer Law.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or defective, or if you receive the incorrect item, please contact us as soon as reasonably possible and provide:
•your order number;
•a description of the issue; and
•clear photographs showing the fault or damage, where applicable.
Depending on the circumstances and your rights under Australian Consumer Law, we will arrange an appropriate remedy. This may include a repair, replacement, refund or another remedy required by law.
Refund Process
Once we receive your returned item, we will inspect it and assess whether it qualifies under our 90-Day Change of Mind Return Policy or your rights under the Australian Consumer Law.
We aim to assess returns within two business days of receiving them. Where a refund is applicable, it will be processed to your original payment method.
Refunds generally appear within 5–10 business days, although processing times may vary depending on your financial institution. If we require additional information regarding your return, we will contact you promptly.
Exchanges
If your item is faulty, damaged, incorrect or otherwise eligible under Australian Consumer Law, we will happily arrange a replacement where appropriate.
If you wish to exchange an item for another reason, please contact our Customer Support team before returning your order.
Return Shipping
For change of mind returns, customers are responsible for the cost of returning the item.
If your item is faulty, damaged, incorrect, or cannot be returned because of a failure covered by Australian Consumer Law, Cubby & Co. will meet its obligations under Australian Consumer Law regarding return shipping costs where applicable.
Original shipping charges are non-refundable for change of mind returns unless otherwise required by Australian Consumer Law.
For higher-value items, we recommend using a tracked shipping service and retaining proof of postage, as we cannot guarantee receipt of returned parcels.
Late or Missing Refunds
If you have not received your refund after the expected processing time, please first check your bank account again. You should then contact your credit card provider, as refunds may take several business days to appear, and contact your bank, as additional processing time may apply.
If you have completed these steps and still have not received your refund, please contact our Customer Support team and we will gladly assist you.
Gift Purchases
If your order was purchased as a gift and shipped directly to you, any approved refund, replacement or store credit will be handled in accordance with the original purchase details and applicable Australian Consumer Law.
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 compensation for any other reasonably foreseeable loss or damage.
You are also entitled to 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.
Nothing in this Returns & Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Contact Us
If you have any questions about returns, refunds, exchanges or your consumer rights, please contact our Customer Support team.
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Contact detail
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Information
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Business hours
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Monday–Friday, 9:00 am–5:00 pm AEST
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Email
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Phone
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0418 208 831
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Business address
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3/192 Marine Parade, Kingscliff NSW 2487, Australia
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ABN
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42 699 000 827
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Cubby & Co.