Refund policy



Baby Feeding Products & Accessories

At Neuwborne The Label, the health and safety of families is our top priority. For hygiene reasons, we are unable to provide refunds or exchanges on the following items:

  • Neuwborne Bottles

  • Milk Warmer Pro

  • Bottle Cleaning Brushes

  • Formula Dispensers

  • Glass feeding bottles

These items are designed for baby feeding and must remain uncompromised to ensure safety. We encourage customers to choose carefully before completing their purchase.

Faulty Items

If you believe you have received a faulty product, please notify us within 10 days of delivery by emailing hello@neuwbornethelabel.com.au. Please include:

  • Your order number

  • A photo and video of the fault

  • A brief description of the issue

Once we receive your email, our team will review the details and may request the item be returned for testing. If the item is confirmed to be faulty, we will arrange a repair or provide a brand-new replacement at no additional cost.

 

Baby Bags & Accessories

Returns

  • Items purchased at full price are eligible for a refund but must be returned within 14 days of receiving your order.

  • To be accepted, items must be:

    • Unused and unwashed

    • Returned with original tags attached

    • Returned in their protective dust bag

    • In the same condition in which they were received

  • A valid proof of purchase is required.

  • Gift vouchers are not eligible for return.

  • Return shipping costs are the responsibility of the customer.

  • Returns requested after the 14-day period will not be accepted.

Once your return arrives, our team will assess the item before processing a refund to your original payment method.

Sale & Promotion Purchases

  • Items purchased during promotional events or from the sale section are final sale and not eligible for return unless deemed faulty.

  • We recommend choosing carefully during sale periods, as change-of-mind returns are not accepted.

International Returns

For international returns, items must be sent via a trackable shipping method and carefully packaged in a secure postage box to prevent damage during transit. Neuwborne The Label is not liable for any parcels lost or damaged in return transit.

Faulty Items

We take great pride in the quality and craftsmanship of our pieces, and all shipments are carefully reviewed before dispatch. In the rare event that you receive an item with a manufacturing fault, please contact us within 7 days of receiving your order so we can review the issue.

A manufacturing fault refers specifically to defects in hardware or workmanship that prevent the product from functioning as intended. This does not include:

  • General wear and tear

  • Accidental damage

  • Surface variations in natural materials such as leather

To lodge a fault claim, please email hello@neuwbornethelabel.com.au with:

  • Your full name and contact details

  • Your order number and proof of purchase

  • 3–4 clear images of the fault (including a full photo of the item)

  • A brief description of the issue

If the fault is confirmed, we will:

  • Offer a replacement, refund, or arrange a reasonable repair (at our cost)

  • Cover all associated return shipping costs if the item is deemed faulty

Warranty Conditions

  • All warranty claims must be made by the original purchaser.

  • This warranty is void if the item has been resold or damaged through misuse.

 

Your Rights Under Australian Consumer Law

Our products are supplied with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to:

  • A replacement or refund if a product has a major failure

  • Compensation for any other reasonably foreseeable loss or damage caused by that failure

  • A repair or replacement if a product does not meet acceptable quality but the issue does not amount to a major failure

If you have any further questions or need assistance, please contact us at hello@neuwbornethelabel.com.au.