FAQ (Frequently Asked Questions)
1. What is the Nappy Change Kit?
The Nappy Change Kit is our top-selling product that offers parents a convenient and all-inclusive solution for on-the-go diaper changes. It is designed to ensure that parents have everything they need in one handy kit.
2. What is your return policy?
We are happy to provide a refund or exchange for faulty products. However, due to the nature of our products, we do not accept returns for change of mind once the product has been opened unless it is faulty.
3. How do I qualify for a return?
To qualify for a return, the items must be in their original condition and unused (unless faulty). You must also provide a receipt or proof of purchase.
4. How do I initiate a return?
To initiate a return, please contact us at contact@poonami.com.au. Once your return request is accepted, we will provide you with directions on how to proceed. Please note that returns shipped without prior approval will not be accepted. The return shipping to our designated address is borne by the customer.
5. What should I do if I receive a faulty item?
In the rare event that you receive a faulty item, we will uphold your rights under the Australian Consumer Law (under the Competition and Consumer Act 2010 (Cth)). According to the ACL, customers may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
To process a return for a faulty item, please follow these steps:
- Contact us at contact@poonami.com.au within 30 days of purchase to initiate a return.
- Provide proof of purchase and, if relevant, evidence of the fault.
- Send the items back to us as directed by our team.
- We will process your refund promptly upon receiving the returned items and confirming their condition.
6. What are your shipping options?
We offer multiple methods of shipping within Australia. Our shipping options include:
Standard Delivery
Delivery starts from $10.95 for metro, local, and rural addresses in Australia. The delivery timeframes are 2-5 business days for Victoria and 3-6 business days for other states.
Express Delivery
Flat-rate express delivery takes 1-2 business days for Metro and 2-4 business days for Regional and Rural areas. Shipping starts from $15.95.
Please note that shipping times are a guideline and may be subject to change based on order volume, promotional periods, wild weather, or unforeseen events beyond our control.
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