Support

Product returns

Changed your mind? You have 30 days from the day it arrives to send it back. Here is exactly how it works, with no small print.

30 daysFrom the day your order arrives
UnusedIn its original packaging, with everything included
Full refundBack to your original payment method

How to return something

Returns are self-service through our Australia Post portal, so you can start one any time without waiting on us.

  1. Open the returns portal

    Head to our Australia Post returns portal and enter your order number and email address. No need to contact us first.

  2. Get your label

    The portal walks you through it and gives you a return label. Print it, or use the QR code and Australia Post will print it for you.

  3. Pack and drop it off

    Repack it in the original carton with all parts and accessories, attach the label and drop it at any Post Office or parcel locker.

  4. Refunded

    Once it arrives and has been checked we will refund you within 5 business days, back to the way you paid.

What we can accept

To be returned for a change of mind, the product needs to be in the condition it arrived in.

  • Unused and unassembled, or assembled only enough to look at it
  • In the original packaging, with the carton and any inner protection
  • All parts included, including pedals, footrest, manual and any accessories
  • Within 30 days of the date your order arrived
  • Proof of purchase, which is your order number or receipt

What we cannot accept

These are outside a change of mind return, though some may be covered by warranty instead.

  • Products that have been used outdoors or show signs of use
  • Products returned without their original packaging
  • Products missing parts or accessories
  • Returns started more than 30 days after delivery
  • Products bought from another retailer, which need to go back to that retailer

Who pays for return postage

Change of mind: return postage is at your expense. The portal shows the cost before you confirm, and the label is tracked so you can follow it back to us.

Faulty, damaged or wrong item: we cover it. Do not use the change of mind portal in this situation. Lodge a claim at help.coolkidz.com.au and we will arrange the return.

Faulty rather than unwanted?

If something is faulty, damaged in transit or not what you ordered, that is not a change of mind return and different rules apply. You do not pay return postage, and you are not limited to 30 days.

Every smarTrike sold in Australia carries a 2 year warranty, on top of your rights under the Australian Consumer Law. Start at warranty information, or lodge a claim at help.coolkidz.com.au.

Refunds

Refunds go back to the payment method you used, within 5 business days of your return arriving and being checked. Depending on your bank it can take a few more days to appear on your statement.

Original shipping is not refunded on a change of mind return, though since shipping is free on every order there is usually nothing to deduct.

Bought from a retailer?

If you bought your smarTrike from Baby Bunting or another stockist, a change of mind return goes back to them under their returns policy rather than ours. Keep your receipt and get in touch with the store.

A faulty product is different. You can go back to the retailer or lodge a warranty claim with us directly, whichever is easier for you.

Ready to start a return?

Have your order number handy and the portal will do the rest. If you would rather talk it through, call our Melbourne team on 1300 722 302.

Start a return