Refund policy
Returns & Refunds
At Soothie Bottle, we are committed to providing high-quality products and exceptional customer service. This policy outlines your rights under the Australian Consumer Law (ACL) and our voluntary returns policy.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
Australian Consumer Law Consumer Guarantees
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
You may be entitled to a repair, replacement or refund if a product:
- Is faulty or defective
- Is not of acceptable quality
- Is unsafe
- Does not match its description
- Is not fit for its intended purpose
- Does not meet a consumer guarantee under Australian Consumer Law
Major Problems
If your product has a major problem, you may choose:
- A replacement
- A full refund
- To keep the product and receive compensation for any reduction in value
Minor Problems
If the issue is considered minor, Soothie Bottle may choose to:
- Repair the product
- Replace the product
- Provide a refund
To make a claim, please contact us at:
Please include:
- Your order number
- Proof of purchase
- A description of the issue
- Photos or videos where applicable
We may request the item be returned for inspection. If your claim is approved, reasonable return shipping costs will be covered by Soothie Bottle.
Change of Mind Returns
We understand that sometimes you may change your mind.
As a gesture of goodwill, Soothie Bottle may accept change of mind returns subject to the following conditions:
- Return requests must be submitted within 30 days of delivery.
- Items must be unused, unopened and in their original packaging.
- Products must be returned in resalable condition with all included accessories.
- Proof of purchase is required.
- Customers are responsible for return shipping costs.
- Original shipping charges are non-refundable.
For hygiene, health and safety reasons, we cannot accept returns for products that have been:
- Opened
- Used
- Heated
- Damaged after delivery
- Missing original packaging
Promotional, Sale & Discounted Orders
Products purchased during:
- Promotional campaigns
- Launch offers
- Clearance sales
- Discount events
- Bundle offers
- Limited-time promotions
are not eligible for change of mind refunds or exchanges.
This does not affect your rights under Australian Consumer Law if the product is faulty, defective or fails to meet a consumer guarantee.
Pre-Orders
Due to the nature of pre-order campaigns and inventory planning, pre-order purchases cannot be cancelled or refunded for change of mind once the order has been placed.
If your product arrives faulty or does not meet Australian Consumer Law consumer guarantees, you remain entitled to the appropriate remedy.
Return Process
To request a return:
- Email contact@soothiebottle.com
- Include your order number and reason for return.
- Our team will review your request and provide return instructions.
- A return address will be provided upon approval.
Returns sent without prior approval may not be accepted.
We recommend using tracked shipping when returning any product.
Refund Processing
Once your return has been received and inspected, approved refunds will be processed to the original payment method.
Please allow:
- 5–10 business days for processing
- Additional time depending on your bank or payment provider
If your return is approved under Australian Consumer Law, any applicable shipping costs will also be refunded.
Incorrect, Damaged or Faulty Orders
If you receive:
- A faulty product
- A damaged item
- An incorrect order
please contact us within 7 days of delivery at:
Our team will work with you to resolve the issue as quickly as possible.
Contact Us
For any questions regarding returns, refunds or warranty claims, please contact:
Soothie Bottle
📧 contact@soothiebottle.com
🌐 www.soothiebottle.com
Last Updated: June 2026