Refund policy
Please take time to read all product descriptions carefully and a minute to have a read of our return policy.
Yes, we know it’s boring…yawn…but it has to be done.
CHANGE OF MIND RETURNS
Schnorg Baby offer free returns for change of mind for 30 days from date of purchase of order. However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout.
To be eligible for a change of mind return:
- Item(s) must be initiated for return and placed in the post within 30 days of purchase. Refunds can only be given to the actual purchaser and they must still hold the same card they used to purchase. **If you were gifted Schnorg Baby goods and you are initiating the return, you are only eligible for and exchange or credit note.**
- Items must be unused in perfect new condition in the original packaging, with original instruction manual and zip tool.
- You will be asked to provide a photo of your item prior to sending it back to us so we can pre assess to check it is unused.
Once Team Schnorg receives the at our headquarters, they will do a final inspection and once deemed unused, your refund will be processed, or your exchange sent.
Please note that refunds do not include any shipping charges incurred at time of purchase of the original order.
ITEMS NOT ELIGIBLE FOR CHANGE OF MIND RETURN
- Teethers, in the interests of hygiene we cannot offer exchange or refund for change of mind.
- Any personalized Schnorglesaurus, we are not able to restock or resell these items, due to their personal nature. See our personalization terms and conditions.
- Any item USED in any way.
FAULTY OR DAMAGED GOODS
Team Schnorg hand assemble and package every single Schnorglesaurus, here in our Australian warehouse, so our quality control is 100%. Very rarely would a product be delivered that is faulty or damaged. If you experience this, please do not hesitate to reach out to us at hello@schnorgbaby.com
Both your Schnorg and Soundbox are covered by our fantastic12 month Warranty.
They are 2 separate components and will be dealt with in this way under the 12-month warranty.
- Therefore, if your soundbox gives up the ghost apart from WEAR AND TEAR and/or improper use reasons…you will be sent a new soundbox only, not the whole Schnorglesaurus Pink Noise Sleep Aid.
- And vice versa, if your Schnorgly cuddly Schnorglesaurus Skin is found to be faulty in anyway and not through WEAR AND TEAR, you will be issued with a brand new Schnorgly Schnorglesaurus Skin.
Soundbox warranty
We covered the first point in our WEAR AND TEAR Section.
Any damage caused by fun or tantrum throwing and dropping will void warranty.
Corrosion or leaking of Batteries is not covered under the warranty as the customer should be regularly checking the batteries in the soundbox and removing batteries if not in use.
Any tampering with the soundbox, such as cutting or disconnecting wires or moving components around or attempting to remedy a fault yourself will prove the warranty VOID.
Before you submit a claim for your soundbox, PLEASE, PLEASE check the batteries, this is the usual unsuspecting problem!
Send us a video (No longer than 30 seconds), have everything ready to film, soundbox already removed, and battery cover off. Remove old batteries and replacing with new, please show us the pack of new batteries you are using and if there is still a problem or fault in playback, we will send out a new box. Before we authorise a new soundbox, we will require a video of you undoing the faulty sound box and cutting both wires, to render it completely useless, this is an easier and quicker option than returning it to us, which we will insist on before replacement. Or in the alternative you can send back to us at your own cost, and when inspected, if deemed faulty, we will replace.
Schnorglesaurus Skin Warranty
If your Schnorgly cuddly Schnorglesaurus Skin is found to be faulty in anyway and not through WEAR AND TEAR, you will be issued with a brand new Schnorgly Schnorglesaurus Skin. Firstly you will need to attach a few clear photos of the fault for us to assess.
Any Schnorglesaurus (including soundbox) bought second hand is not covered by our Warranty.
PLEASE NOTE : From time to time there may be variations in colour batches which are beyond our control. Computer and phone screens also reflect different colours other than true to colour, no returns or refunds will be made due to reasonable different colour due to manufacturing batches or screen representation.
In the first instance, TO SUBMIT A WARRANTY CLAIM , email hello@schnorgbaby.com with order number, name of purchaser and description of fault …if the Schnorglesaurus Skin, please attach a few clear photos of the fault, if it’s for the soundbox, please submit the video as asked above and we will get back to you within 24 hours with further instructions.
Your little human will absolutely adore their Schnorglesaurus, inevitably giving it some fair WEAR AND TEAR! So, if u need a spare Schnorg or Soundbox, please order here.
Our customer service team is always on hand to help.😊
WEAR AND TEAR
When a manufacturer uses the term 'wear and tear' in a warranty contract, it is referring to the normal expected deterioration of a product after typical and/or proper and or improper usage, lack of maintenance, that happens over time.
Such example of this which relate to the Schnorglesaurus and other Schnorg baby products after a few months of ownership, are wear and tear damage from pulling, throwing to floor in tantrums! (yes, all newbie mothers in the newborn love bubble…this stage will come!), sucking, chewing, dropping, excessive washing until threadbare! yes we all have those favourites (this is where your spare comes into play).These are all repeated typical actions that will inevitably cause wear and tear, and yes you guessed it! They will not be considered grounds for refund or exchange.
This includes, wearing of overused Velcro, loose threads and snags due to pulls or biting, excessive washing and tumble-drying causing wear to material or personalisation
Any changes made to Schnorg such as personalization by a third party other than Schnorg Baby, or stitching or redesign by yourself will absolutely void all warranties.
We pride ourselves on being honest and loyal to our customers, we know you have the same values. 😊