Moonlight Baby Sleep prides itself on sourcing sleep aiding products of the highest quality and is committed to customer satisfaction. This returns policy describes generally how we manage product returns. If you would like more information, please do not hesitate to contact us.

Returns

Customer satisfaction is our top priority and we want you to buy with confidence. If you are not completely satisfied with your purchase, please contact us before returning your order within 14 days from shipping date and we will be happy to honour an exchange or refund, excluding original shipping costs.

To receive your refund, the original receipt must be included, and the item must be in a re-saleable condition, unused and in original packaging. If the item has been returned broken, damaged, tarnished or worn, we will not provide any replacement or credit.

If you have an item that is not in ‘as new’ condition, please contact us prior to returning the goods.

For change of mind please note your return postage cannot be reimbursed.

We recommend that all returns are sent via a traceable form of postage or shipping as we cannot be responsible for return packages lost in the mail.

Damaged or Faulty Products

If you receive an item which is damaged, we will replace or refund it. We encourage you to check your item upon receiving it. If there is a manufacturing fault, please contact us with details of the problem within 14 days of purchase.

We will ask you to return the item. Once your return has been processed you will receive an email to the address you gave at the time of ordering, notifying you that you have been refunded.

Please allow up to 14 days for your refund to be processed.

Please note, should a replacement item be deemed appropriate we will only send a new item to the original shipping address. 

Shipping costs

In all cases, you must pay the costs involved in shipping the returned product back to the seller. If we consider that the manufacturer is not at fault, then no reimbursement in respect of those shipping costs will be provided. If we consider that there is a manufacturing fault, then we will reimburse you for your reasonable shipping costs incurred in returning the product to us. Please keep all your receipts as proof of costs incurred.

Shipping

We aim to dispatch orders within 24 hours or the next business day of receiving your order.

“Business Day” refers to a day (other than a Saturday, Sunday or public holiday) when banks in Melbourne, Victoria are open for business.

Please note delivery details will be accessible by Sendle (our freight provider) to enable any delivery.

Sendle will not make contact for any marketing or advertising purposes and will only use customer details in order to provide the services you have agreed and requested.

Lost delivery

You acknowledge and agree that we use third party services to deliver our services. In particular we use Sendle which is our preferred delivery service, to deliver your purchase.

Sendle agrees to one delivery of your parcel as per your instructions. Any further deliveries may be arranged by customer pickup or requires payment for a new delivery. Sendle relies on your delivery instructions so please ensure they are correct and accurate. Any incorrect address or redelivery will incur additional delivery fees.

Any Customer authorisations to leave any parcels unattended are at your own risk and lost parcels will not be covered by Sendle’s insurance.

Missing parcels must be notified within 14 days of estimated delivery date for any loss or non-receipt.

Registered Tracking

You will be provided with a tracking number issued by Sendle. You can opt to have a (signature required) delivery.  If you wish your parcel to be left in a safe place please indicate this in the customer notes. 

Please understand that we can’t take responsibility for lost/missing packages that have been successfully delivered to the shipping address provided with your order. 

If you wish to insure your item please request a quote from us as we cannot replace any order that has been tracked as delivered.