Returns & Refunds
Terms updated 21/2/19
We understand that online shopping can be tricky and some items are not always suitable and may need to be returned. If you need to return your product(s) please see the below guidelines.
WHAT can be returned?
Shop in confidence knowing we accept returns on any item not including Special Exceptions (listed below).
The following products(s) are final sale and cannot be refunded, exchanged or credited unless it meets the STATUTORY RIGHTS outlined by the ACCC.
SRC Health Pregnancy or Recovery shorts/leggings
Cake Maternity CupCake nursing pads and brief gift boxes
Jellystone Designs Silicone pendant jewellery or teethers
Any make-up, skin care or pierced jewellery product(s)
Perishable goods (such as flowers, plants or food)
Gift cards or vouchers.
We do accept returns for swimwear and bras. To be eligible for a refund, ALL returned items must be;
In new and unworn condition in their original packaging with swing tickets and hygiene stickers attached. No refunds or exchanges will be offered for any products that have had tags removed, have been worn or washed.
In the interests of hygiene, please try on your new swimwear over the top of your own underwear. Please don’t remove the hygiene sticker until you are sure you want to keep the items. We may refuse returned items where we reasonably consider that this has not been done.
There are no refunds for change of mind on sale or clearance items, they can be returned for store credit only.
Please retain a copy of your Tax Invoice
We regret that items that have been worn, or damaged, or returned in an unsaleable condition will be denied a refund and posted back to you, at your expense. If items returned to us are in an unsatisfactory condition; marked or stained, we reserve the right to withhold a cleaning fee of $15 per item. All items will be inspected on return.
WHEN do items need to be returned by?
We offer a 14-day returns policy for items purchased online and in-store. Return requests must be made within 14 days of purchase. Items must be returned to Aqua Maternity within 7 days of that request. We reserve the right to decline an item for a refund if the return request is made after 14 days from the date of purchase.
We will contact you if any items are not eligible for a refund. Any original delivery charges cannot be refunded unless the items were deemed faulty. Refunds will only be made by the original payment method, and in the case of credit cards only back to the original card.
WHERE do items need to be returned to?
You can return your online orders in person at our retail store within 14 days of purchase. Alternatively, please request an RMA number by emailing firstname.lastname@example.org prior to posting your return.
RETURNS BY POST
PO Box 2186
Geelong VIC 3220
1A Minerva Rd.
Herne Hill VIC 3218
We are open Monday – Saturday; 9am – 5pm. In-store purchases can only be returned in-store.
HOW do I return items or request an RMA number?
If you are returning your items by post, please send an email to email@example.com to request an RMA number. An RMA is a Returned Merchandise Authorisation number. Once we have received your request and it has been approved, you will receive a response (via email) confirming your RMA number along with specific return instructions.
You must then write the RMA number on the outside of the box or packaging that the product is being returned in. It is important to mail all the original boxes, bags, tags or manuals, and any other items along with the product. If a return is sent without an RMA number, we may return the product to you or charge a restocking fee.
Once the returned items have been received and checked, a credit or refund will be processed. Items not returned in the same condition as originally sent in may be denied a return.
Alternatively you can return your online order in person at our Herne Hill store. Simply ensure your goods match the above return conditions and present a copy of your Tax Invoice. Your Tax Invoice must be presented in order to obtain a refund.
SHIPPING for returns?
All returns are the responsibility of the customer; we recommend protecting yourself against lost packages by sending your return by registered post. The customer is responsible for any postage fees for returns to Aqua Maternity.
If your order included an original delivery charge, only the cost of the items returned will be refunded unless the goods were deemed faulty.
Return your items for FREE in person at our Herne Hill store.
CREDIT for returns?
There are no refunds for change of mind on sale or clearance items, they can be returned for store credit only. Credits are valid for 6 months from date of issue. Store credits cannot be exchanged for cash or any other refund under any circumstances.
I have shipped my return, when will I be refunded?
Most returns will be finalised in approximately 10 business days. Additional processing delays may occur depending on your method of return postage. Once we've received your returned parcel, it will be processed within 2 business days and we will send you an email to let you know.
Any refunds for all purchases made either in-store or via our online channels will automatically be issued back to your original payment method. This typically takes 5-10 business days, dependent on your bank/card issuer.
If the purchase was made by Gift Card/Voucher a store credit will be issued.
In-store return option?
For your convenience, all online orders can be returned in person to our Herne Hill store provided the goods match our return terms and conditions as detailed above.
Please be aware in-store returns will still need to be processed through our online operating system and as a result will be processed at end of day. You will receive written confirmation instore that your order has been returned awaiting refund. Once the refund has been processed at end of day, you will be sent an email as confirmation.
We will happily offer an in-store exchange on the spot and if there is a price difference you may need to pay the difference or receive a partial refund (as above).
All items remain your responsibility until they reach us, so make sure returned products are packaged properly to avoid damage in transit. We recommend protecting yourself against lost parcels by returning items via registered post.
Returned items must be in new and unworn condition, in their original packaging with swing tickets and hygiene stickers attached. No refunds or store credits will be offered for any products that have had tags removed, have been worn or washed. We are not responsible for any items that are returned to us by mistake.
I need a different size. Can I exchange my order?
Typically all exchanges are treated as a new order. With our high stock turnover, we recommend you place a new order with us online and simply return your original order back to us for a refund (as above). This will ensure that the style, size and colour you want are still available.
If you are local to our Herne Hill store you are welcome to bring your online order in for an exchange in person.
I think my order is faulty!
We have strong quality control processes and all items are checked for faults before they are dispatched to customers. If you have received an item you believe to be faulty please contact us immediately at firstname.lastname@example.org. Please include photo/images of the fault and tags (size/model) of the item.
We will happily refund, replace or offer a store credit on any new and unworn items that we deem to have a genuine manufacturers fault within 30 days from purchase date. Items must be returned in original packaging, unused with swing tags and hygiene stickers attached. We may refuse returned items where we reasonably consider that they are not in new and unworn condition. Please be aware you may be required to email us photos of any fault to aid in the returns process.
Where an item is damaged through misuse or abnormal use, Aqua Maternity will not provide a refund, exchange or repair.