Return and Refund Policy

Last updated: August 2025

1. Overview

At Mamma Llama Store, your satisfaction is our top priority. This policy explains the terms and procedures for returns, exchanges, and refunds for purchases made through our website. By shopping with us, you agree to the conditions below. This policy applies to our baby and maternity products only.

2. 30-Day Return Window

You have 30 days after receiving your item to request a return. To be eligible, the item must:

• Be unused, unworn, unwashed, and in original condition
• Include all tags and original packaging
• Be accompanied by proof of purchase (order confirmation or invoice)

Returns that do not meet these conditions may be denied or result in a partial refund.

3. How to Start a Return or Request a Refund

To begin the return or refund process, contact us at hello@mammallamastore.com within 30 days of delivery and include:

• Your order number
• The item(s) you want to return or exchange
• The reason for your request
• Clear photos, if applicable (especially for damaged or defective items)

Important: Do not ship anything back until you receive written return authorization and instructions from us.

3.1 Return & Refund Process Timeline

4. Return Shipping Costs

• If the return is due to our error (wrong, defective, or damaged item), we will provide a pre-paid return label.
• For change of mind, incorrect size, or preference-based returns, the customer is responsible for return shipping costs.

5. Return Shipping Instructions

Once your return is approved, you must ship the item within 7 business days.

• Items must be securely packaged to prevent transit damage.
• We strongly recommend using a tracked service and sharing the tracking number.
• Returns must be sent to:
  Mamma Llama Store
  52/8 Petrie Street, East Mackay Queensland 4740, Australia

6. Exchanges

If you want to exchange an item (e.g., for a different size or color):

• We will confirm availability of the requested item before authorizing the return.
• Return shipping is at the customer’s expense unless the item is defective.
• Once we receive and inspect the original item, we will issue a store credit equal to the product value (excluding any shipping fees).
• You can use this store credit to place a new order. If the requested item is out of stock, you may use the credit toward any other product.

6.1 Exchange Processing Time

After we receive your returned item, your new product (via new order/credit) is dispatched within 5 business days. Delivery times follow our Shipping Policy.

7. Refund Eligibility & Process

Refunds are issued only after the returned item is received and inspected. Eligible items must meet the conditions in Section 2.

• Inspection: 1–2 business days after receipt
• Approval: Email confirmation
• Refund Issuance: Within 5 business days
• Bank Processing: 2–7 business days (varies by provider)

If more than 15 business days have passed since refund approval and you haven’t received your funds, please contact us.

8. Partial Refunds or Return Denials

Items returned used, damaged, or without original packaging/tags may not be eligible for a full refund. In such cases, we may:

• Issue a partial refund of up to 50%
• Return the item to you without refund

Our decision is based on the product’s condition upon inspection and will be communicated via email.

9. Sale and Promotional Items

Items purchased during sales or promotional periods are eligible for return, exchange, or refund under the same terms as regular-priced items, provided they meet the conditions in this policy.

10. Non-Returnable / Non-Refundable Items

We do not accept returns or provide refunds for:

• Gift cards
• Items not in their original condition or with missing parts not due to our error

11. Refund Method

All refunds are processed to the original payment method used at checkout. We do not issue refunds to alternative accounts, prepaid cards, or in cash.

12. International Returns and Refunds

International customers follow the same return and refund procedures.

• For defective, damaged, or incorrectly sent products, we provide return assistance.
• For all other cases, international customers are responsible for return shipping costs.
• Mark packages as “Returned Merchandise” to avoid customs fees.
• Refund processing times may vary by bank or country.

12.1 Taxes and Duties

Any local taxes or fees included in the product price are reflected in the value of refunds or store credit. Customs duties or import taxes charged by your country are not refundable by Mamma Llama Store, as they are collected by government authorities.

13. Lost or Damaged Orders

If your package arrives damaged or is lost in transit, notify us within 7 days of delivery (or the estimated delivery date).

After verification with the carrier, we will issue a full refund or send a replacement—your choice.

14. Contact Information

If you have questions about returns, exchanges, or refunds, contact us:

• Email: hello@mammallamastore.com
• Phone: +61 410 553 177
• Address: 52/8 Petrie Street, East Mackay Queensland 4740, Australia
• Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)