Refund policy

We build things to last, so our first instinct is to fix a problem rather than process a return. If something isn't right, email us at hello@littlehands.com.au and you'll hear back from Devina or Berlin within two business days. Here is exactly what happens in each case. Damaged or faulty on arrival Every Kitchen is packed by us and sent tracked and insured, but freight is freight and occasionally a parcel takes a hit. Photograph the outer box and the contents before you assemble anything, and email us within 48 hours of delivery. We will repair or replace the affected part, or the whole Kitchen, at no cost to you. We pay the freight both ways. You are not out of pocket. If a replacement part is the better fix, we will say so and send it. Most issues are solved without the Kitchen leaving your house. The 48-hour window is so we can claim on freight insurance. If you find damage later, still write to us — your rights under the Australian Consumer Law are not limited by this policy. Change of mind You have 30 days from delivery to change your mind. The item must be in original condition, with all parts, and repacked in its original box. Assembling it to try it is fine. Disassemble it carefully and pack it as it arrived. Original delivery charges are not refunded. Return freight is at your cost. The Kitchen is a 17 kg parcel, so please get a quote before you commit. Once the return arrives and we have checked it, we refund to your original payment method within 5 business days. If the item comes back damaged, incomplete, or heavily used, we may reduce the refund to reflect its condition. We will always talk to you before we do. Email us first so we can give you the return address and note your order. Please don't send anything back without telling us. Broken glassware in the Mealtime Set The Mealtime Set uses real glass on purpose, because a child who learns to carry real glass learns to be careful with it. We also know how that goes at first. If the jug or cup breaks in the first 30 days, tell us and we will send a replacement free, once per order. No photographs required, no questions asked. 12-month warranty The Little Kitchen carries a 12-month warranty against faults in workmanship and materials from the date of delivery. If something fails because of how it was made, we repair it, replace the part, or replace the Kitchen. Covered: frame or joinery failure under normal use, the tap pump failing or not holding charge, sink or benchtop defects, splashback defects, tank or drain faults, finish defects present on arrival. Not covered: Normal wear — surface marks, scuffs and the patina of daily use. Damage from use outside the care instructions: filling a tank past 5 L, plugging the sink, using the tap while it is charging, or pouring anything other than water through the system. Damage from modification, repainting, or repair by someone other than us. Water damage to your floors or cabinetry. It is a water kitchen used by a child; please use a mat and supervise. Outdoor storage, or commercial, childcare or rental use. Normal reduction in battery capacity over time. Accessories after their own 30-day window, except where a manufacturing fault appears. How to start a return or a warranty claim Email hello@littlehands.com.au with your order number and, if relevant, photos or a short video. A video of the tap is worth a hundred words. We reply within two business days with next steps and, where needed, a return address. Keep your proof of purchase. Your order confirmation email is enough. Your rights under Australian Consumer Law Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes, restricts or modifies those rights. Where this policy gives you more than the law requires, the policy applies. Questions before you buy If you are weighing it up and want to know whether it will fit, how it holds up, or what we would do differently, just ask. We would rather answer a long email than take a return. hello@littlehands.com.au