Returns and refunds

Early Childhood Australia makes every effort to ensure that customers receive the product they have ordered. In cases where customers receive incorrect or damaged books, we will remedy the situation promptly and professionally. To improve the quality of our customer service, Early Childhood Australia will record all instances of returns and refunds.

Early Childhood Australia is only under obligation to accept returns and refund in cases where customers receive a product:

  1. in damaged condition
  2. that they didn’t order, or
  3. that is not what they were led to expect (e.g. the product does not match a description or sample they were given).

In these cases, Early Childhood Australia will refund the price in full and will reimburse the customer for any reasonable charges involved with the return of the product. If the customer prefers, we may provide credit or arrange a suitable exchange in place of a refund.

ALL refunds are dependent on the return of the product to Early Childhood Australia in the same/similar packaging as it was delivered, and in saleable condition (except in cases where a damaged product was delivered). Returns within Australia must be made within 14 days of date of invoice. Customers wishing to return international orders should contact Early Childhood Australia within 7 days of receiving the order.

Early Childhood Australia will NOT send products to customers on consignment (as sample items) to be purchased at their discretion.

Early Childhood Australia will not refund, credit or exchange products if the customer has received the goods they ordered and simply changes their mind. Early Childhood Australia values our customers; however, as a non-profit organisation, we lack the resources (staff and financial) to refund orders we have filled properly.

If customers wish, they are invited to state the matter in writing and send it to:

General Manager Operations
Early Childhood Australia
PO Box 86
Deakin West ACT 2600

In certain cases, Early Childhood Australia will accept returns from customers who, acting in good faith, have received a book that was not what they were after. This decision is to be made at the discretion of the Marketing Manager or Senior Customer Service Officer on condition that:

  1. Early Childhood Australia will NOT reimburse the customer for the delivery cost of returning the book
  2. refund will only be given if the book is returned in the same/similar packaging and in saleable condition
  3. the refund will be paid less the postage and handling costs associated with the original order and less an administrative fee for processing the return of the goods.

Early Childhood Australia will NOT refund customers who simply return books without an adequate reason. If customers are ineligible for refund, we will inform them that they must incur the cost of resending the products.

To return a product, download an Application for Return of Goods (PDF).

If customers are not satisfied with the returns/refunds process, they may contact:

ACT Office of Fair Trading
T: 02 6207 0400
F: 02 6207 0424
E: fair.trading@act.gov.au
GPO Box 158, Canberra ACT 2601
ACT Office of Fair Trading website

Australian Competition and Consumer Commission
T: 1300 302 502
Australian Competition and Consumer Commission website

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