Refunds & Returns Policy

At FlybyFly®, we want you to feel confident when shopping for your baby, nursery and gifting essentials.

This Refunds & Returns Policy explains how we handle change-of-mind returns, refunds, exchanges, damaged items, incorrect orders and product issues for customers in Australia and New Zealand.

This policy applies to purchases made through FlybyFly’s Australia and New Zealand websites.

Nothing in this policy limits your rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other applicable consumer protection law.

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery, provided the item meets the return conditions below.

To be eligible for a change-of-mind return, the item must be:

• unused and unwashed

• in original condition

• with tags attached, where applicable

• in its original packaging, where applicable

• returned with proof of purchase or order number

Change-of-mind returns must be approved by us before being sent back.

Unless otherwise agreed in writing by FlybyFly®, return postage for change-of-mind returns is the responsibility of the customer.

Original shipping fees are not refundable for change-of-mind returns.

Items That Cannot Be Returned for Change of Mind

For hygiene, safety and product-integrity reasons, some items cannot be returned for change of mind once opened, used, washed, assembled, damaged, or removed from their original packaging.

This may include, depending on the item and its condition:

• bedding, sheets, blankets, towels and swaddles

• pillows, feeding supports and similar personal-use items

• soft toys, comforters and baby comfort items

• items that have been assembled, used, marked, stained, washed, damaged, or altered

• items marked final sale, clearance, or discontinued, unless faulty

This does not affect your rights if an item is faulty, unsafe, not as described, not of acceptable quality, or otherwise fails to meet a consumer guarantee.

Faulty, Damaged, Incorrect or Not as Described Items

Please inspect your order as soon as it arrives.

If your item is faulty, damaged, incorrect, missing parts, or not as described, please contact us as soon as possible so we can assess the issue and provide the appropriate remedy.

Please include:

• your order number

• your full name

• a clear description of the issue

• photos or video showing the issue

• photos of the packaging if the item arrived damaged in transit

Contact us at:

hello@flybyfly.com.au

Please do not dispose of the item or packaging until we have had the opportunity to assess the issue, as this may be needed for a delivery claim or product assessment.

Your Consumer Guarantee Rights

Our goods come with guarantees that cannot be excluded under Australian and New Zealand consumer laws.

If a product has a minor issue, we may offer a repair, replacement, refund, store credit, or another appropriate remedy depending on the circumstances.

If a product has a major issue, you may be entitled to choose a refund, replacement, or other remedy required by law.

A major issue may include, for example, where an item is unsafe, significantly different from its description, not fit for its normal purpose, or cannot be fixed within a reasonable time.

If we confirm that an item has a fault or issue covered by consumer law, we will cover or reimburse reasonable return postage costs where required.

How to Start a Return

Before sending anything back, please contact our Customer Care team.

Email:

hello@flybyfly.com.au

Please include your order number and reason for return.

Once your return request has been reviewed, we will provide return instructions if the return is approved.

Do not send items back without first contacting us, as this may delay processing or result in the return being refused.

Return Address

Returns should only be sent to the return address provided by our Customer Care team after your return has been approved.

Our return address may vary depending on your location, product type and the reason for return.

Refund Processing Time

Once your returned item is received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to the original payment method used at checkout.

Please allow 5–10 business days after approval for the funds to appear, depending on your bank or payment provider.

Shipping fees are not refunded for change-of-mind returns. Where a refund is required under consumer law, we will handle shipping and return costs in accordance with our legal obligations.

Exchanges and Store Credit

Where available, you may choose an exchange or store credit instead of a refund for eligible change-of-mind returns.

Exchanges are subject to stock availability.

If the requested exchange item is unavailable, we may offer a refund or store credit instead.

Sale, Clearance and Promotional Items

Sale, clearance and promotional items can only be returned for change of mind if they meet the conditions in this policy and were not marked as final sale.

This does not affect your rights if the item is faulty, not as described, unsafe, or otherwise fails to meet a consumer guarantee.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will do our best to help, but we cannot guarantee cancellation once an order has been packed, dispatched, or handed to a delivery carrier.

If your order has already been dispatched, it may need to be handled as a return after delivery.

Return Packaging

Returned items should be packaged securely to avoid damage in transit.

For change-of-mind returns, the customer is responsible for ensuring the item is returned safely and in suitable condition.

We recommend using a tracked shipping service, as we cannot process a return that is not received.

Contact Us

For returns, refunds, exchanges, damaged items, incorrect orders or warranty support, please contact:

Email: hello@flybyfly.com.au
Phone: 07 5500 0519
Hours: Monday to Friday, 9am–3pm AEST, excluding Queensland public holidays