Warranty, returns & exchanges
At Cushie Tushies your satisfaction is our number one priority, so please contact us with any questions or concerns you may have upon receipt of your purchase.
All Cushie Tushies products are intended to be used only for the purpose described and not for any other purpose. Nappies and Swimming Nappies must only be worn by children of an appropriate age. As with any item to be used by a child, please choose carefully and use under adult supervision.
Cushie Tushies products include guarantees that cannot be excluded under the Australian Consumer Law. As a customer, you are entitled to a replacement or refund for a major product failure or if the products fail to be of acceptable quality.
Cushie Tushies makes every effort to supply products that are of an acceptable quality for their intended purpose. Products are of an acceptable quality if they are:
- safe, durable and free from defects
- acceptable in appearance and finish; and
- do all the things that the goods are ordinarily used for.
Cushie Tushies warrants our products against defects in materials and manufacturing faults for a period of 12 months* from date of purchase. For goods that are deemed to be faulty we will either:
1. Replace faulty used products as long as they were purchased new within the last 12 months, or
2. Provide a refund or credit note for unwashed, unused items in original and re-saleable condition, returned within 14 days of purchase. (Click here for more information about our money-back guarantee.)
We will require faulty goods to be returned to us along with your proof of purchase, so please keep your receipt.
Please note that we can only repair or replace products under warranty if they were purchased new within Australia from an authorised stockist or consultant. If you have a problem with your product please contact us direct, or the consultant through whom you purchased the goods by.
The cost of returning an item to Cushie Tushies is the responsibility of the customer**. To ensure your return arrives in good order, you may wish to consider registering your post, as Cushie Tushies cannot be held responsible for any non-deliveries by Australia Post. To enquire about returning an item to us, please email us.
Following our examination process, we will repair or replace the products at our discretion. Faults that are deemed to have occurred as a result of misuse will be returned with suggestions for how to better care for your nappies.
*) Snaps should last the lifetime of the nappy, however Cushie Tushies are happy to repair any broken snaps after six months if returned (with or without original receipt) at cost of the sender.
**) Shipping costs will be refunded where manufacturing faults are found on new, unused and unwashed, products only.
The warranty provided by Cushie Tushies covers products that do not meet the above standard, however the warranty does not cover:
INCORRECT CARE - the warranty does not cover products that have not been cared for correctly. Products must have been cared for according to our Use and Care instructions, a copy of which is included with every purchase as well as on our website.
OVERUSE - Cushie Tushies' one-size-fits-most nappies are designed to be used full time in a minimum rotation of 20 nappies, spreading the wear and tear evenly. Each nappy is designed to withstand a maximum of 300 washes throughout a baby's nappy-wearing days. Using less nappies more frequently will result in a shorter product lifespan.
FIT - while Cushie Tushies nappies are a one-size-fits-most nappy design, it is not guaranteed to fit all babies at all stages. The majority of babies will fit the nappy from birth to toilet training or between 3 and 17 kilograms. Some babies will go through a stage (usually just before they begin walking) when the nappies may seem to be a tight fit. Babies change shape all the time and your baby will likely fit comfortably into the nappies in a few weeks time. The sizing suggestions are a guide only and are in no way a guarantee to fit.
LEAKING – some babies are heavier wetters than others. The absorbency of Cushie Tushies nappies can be adjusted to achieve 2-3 hours between nappy changes for most babies. If you happen to have a baby who is a heavy wetter, you can reduce the incidence of leaking and help protect your baby from nappy rash by changing his/her nappy every 2 hours during the day, or as soon as you know they have soiled the nappy. There are also several options for boosting the absorbency of your nappies. For help to combat leaks, please contact our Customer Service team.
SECOND HAND NAPPIES - the warranty does not cover used products that have been purchased second-hand from the original purchaser.