Refund policy
Every Heirloom Kids piece is made to be loved — and we want your experience from purchase to play to feel just as special. If something isn't right, we're here to help.
Change of mind
Because our dollhouses are large, carefully packaged items, we're unable to accept returns for change of mind. We encourage you to take your time — read through the full product description, check the dimensions, and reach out with any questions before placing your order. We're always happy to chat.
Damaged, faulty or incorrect items
We put a lot of love into packing every order, but we know things can occasionally go wrong in transit. If your item arrives damaged, faulty, or isn't what you ordered, please get in touch as soon as possible and we'll make it right.
To help us sort things quickly, please email us within 7 days of delivery with:
- Your order number
- A brief description of the issue
- Clear photos of the item and its packaging
Returns
If a return has been approved for a damaged, faulty, or incorrect item, your product must be returned in the same condition it was received — ideally in its original packaging. Please don't send anything back before hearing from us first, as unauthorised returns won't be accepted.
Once approved, we'll walk you through the next steps and confirm any return shipping arrangements.
Refunds
Once we've received and assessed your return, we'll let you know the outcome. If your refund is approved, it will be processed to your original payment method within 10 business days. Processing times can vary between banks and payment providers.
If it's been more than 10 business days since your refund was approved and you haven't seen it yet, please don't hesitate to reach out — we'll follow it up for you.
Submitting a chargeback can significantly delay the resolution process while the matter is reviewed by financial institutions. In most cases, we're able to resolve concerns much more quickly through direct communication. We genuinely value our customers and will always do our best to find a fair and timely resolution.
Warranty
Every Heirloom Kids piece is backed by a 3-year craftsmanship guarantee against manufacturing defects. See our full craftsmanship guarantee.
Australian Consumer Law
Our products 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have 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 limits or excludes your rights under Australian Consumer Law.
Questions? We'd love to hear from you — info@heirloomkids.com.au xo Heirloom Kids
