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Refund Policy

A legal disclaimer

The explanations and information provided on this page are only general and high-level explanations and information on how to write your own document of a Refund Policy. You should not rely on this policy as legal advice or as recommendations regarding what you should actually do, because we cannot know in advance the specific refund arrangements you wish to establish between your business and your customers. We recommend that you seek independent legal advice to help you understand your obligations under Australian Consumer Law and to assist you in the creation of your own Refund Policy.

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Refund Policy – the basics

At Little Fish Store, we are committed to supplying genuine, high-quality baby formula and baby essentials to families across Australia. Due to the sensitive and consumable nature of infant formula products, we maintain strict return and refund guidelines to ensure product safety, integrity, and compliance with Australian health standards.

Under Australian Consumer Law, customers are entitled to a replacement or refund for products that are faulty, damaged, not as described, or unfit for purpose. This policy outlines how we handle refund requests in addition to your rights under applicable consumer protection laws.

Because baby formula is a consumable product, we are generally unable to accept returns for change of mind once an order has been dispatched or delivered.

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What to include in the Refund Policy

1. Change of Mind

We do not offer refunds or exchanges for change-of-mind purchases due to the health and safety requirements associated with infant formula and consumable baby products. Please ensure you select products carefully before completing your purchase.

2. Damaged, Faulty or Incorrect Items

If you receive a product that is:

  • Damaged in transit

  • Faulty or defective

  • Incorrect (not what you ordered)

Please contact us within 48 hours of delivery at [insert customer service email] with:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

Once assessed, we may offer:

  • A replacement product, or

  • A full refund to your original payment method

We may request the item be returned where appropriate.

3. Timeframe for Refund Requests

Refund requests for damaged, faulty, or incorrect items must be submitted within a reasonable timeframe in accordance with Australian Consumer Law. We recommend contacting us within 48 hours of receiving your order to ensure prompt resolution.

4. Refund Processing

Approved refunds will be processed to the original payment method within 5–10 business days. Processing times may vary depending on your financial institution.

Shipping fees are non-refundable unless the product is deemed faulty, damaged, or incorrectly supplied.

5. Order Cancellations

Orders may be cancelled only if they have not yet been dispatched from our warehouse. Once an order has been shipped, it cannot be cancelled due to the nature of the products we sell.

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