Refund policy

Returns and Refunds Policy

At Soothie Bottle™, we are committed to providing high-quality products and ensuring your satisfaction. This policy outlines your rights under the Australian Consumer Law (ACL) and our voluntary returns process for change of mind. We comply with all relevant Australian laws, including the Competition and Consumer Act 2010, which provides consumer guarantees that cannot be excluded, limited, or modified.

Please note that nothing in this policy affects your statutory rights under the ACL.

Consumer Guarantees Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a remedy (such as a refund, repair, replacement, or compensation for any drop in value) if a product:

- Is not of acceptable quality (e.g., faulty, unsafe, or not durable as reasonably expected).

- Does not match the description or sample provided.

- Is not fit for the purpose we represented or that you made known to us.

- Fails to meet any other consumer guarantee under the ACL.

Major Problems

- A full refund.

- A replacement.

- To keep the product and receive compensation for the reduction in value.

Minor Problems

If there is a minor problem, we will choose the remedy, which may include repair, replacement, or refund.

To make a claim under consumer guarantees:

- Contact us as soon as possible after discovering the issue.

- Provide proof of purchase (e.g., order confirmation or receipt).

- Describe the problem and provide evidence (e.g., photos).

We may ask you to return the product for inspection. If the claim is valid, we will cover reasonable return shipping costs and provide the remedy promptly. Refunds will be issued to your original payment method.

There is no fixed time limit for claims under the ACL—the time frame depends on what is reasonable given the product's nature, price, and expected lifespan.

Change of Mind Returns

Under the ACL, we are not required to provide a refund or exchange if you simply change your mind, regret your purchase, or find a cheaper alternative elsewhere. However, as a gesture of goodwill, we offer a voluntary change of mind returns policy subject to the following conditions:

- Returns must be requested within 30 days of delivery.

- The product must be unused, unopened, in its original packaging, and in resalable condition (including all accessories, manuals, and tags).

- Due to hygiene and safety reasons (as our products are designed for infant use), we cannot accept returns on opened, used, or unsealed items.

- Personalized, custom-made, or sale/clearance items are not eligible for change of mind returns.

- Proof of purchase is required.

If your return meets these conditions, we will provide a refund (excluding original shipping costs). You are responsible for return shipping costs, unless the return is due to our error (e.g., wrong item sent).

Change of mind returns do not affect your ACL rights—if a product later proves faulty, you can still make a claim under Section 1.

Return Process

To initiate a return (for any reason):

1. Email us at contact@soothiebottle.com with your order number, reason for return, and proof of purchase. For faulty items, include details and evidence of the issue.

2. We will respond within 2-3 business days with instructions and a return authorization (if applicable).

3. Once received and inspected, we will process your refund or remedy within 7-10 business days.

We are not responsible for items lost or damaged in transit during return shipping. Please retain your shipping receipt.

Refunds

- Refunds will be issued to your original payment method (e.g., credit card, PayPal).

- Processing times may vary depending on your bank or payment provider (typically 5-10 business days after we process it).

- We cannot offer store credit or exchanges in lieu of refunds unless you agree.

- Original shipping fees are non-refundable for change of mind returns but will be refunded if the return is due to our error or a valid ACL claim.

Exclusions and Additional Notes

- This policy applies to purchases made directly from www.soothiebottle.com. Purchases from third-party retailers are subject to their policies.

- We do not accept returns for digital products, gift cards, or perishable items.

- International returns: Additional customs duties or fees are your responsibility.

- If you receive a damaged or incorrect item, contact us immediately (within 7 days of delivery) for a free return and remedy.

Contact Us

If you have any questions about this policy or need assistance with a return, please contact us:  

- Email: contact@soothiebottle.com

- Website: www.soothiebottle.com  

- Address: 31 Isaac Smith Rd, Castlereagh, NSW, 2749, Australia  

This policy was last updated on April 4th, 2026. We reserve the right to amend it, but changes will not affect prior purchases.