Product Warranty
At Riff Raff Baby, we care deeply about the quality, safety and reliability of our products.
Our products are designed and manufactured to comply with Consumer Goods (Toys for Children up to and including 36 Months of Age) Safety Standard 2023, and equivalent standards covering USA, CAN, UK and EU.
We are committed to ensuring our customers feel confident when shopping with us and we fully comply with the Australian Consumer law (ACL).
Our products come with guarantees that cannot be excluded under the ACL. As a customer you are entitled to:
- A replacement or a refund if your product experiences a major failure
- Compensation for any other reasonably foreseeable loss or damage that may occur as a result
- If the issue is minor, you are entitled to have the product repaired or replaced within a reasonable time
While most issues are minor and easily resolved, the law defines a major failure as a problem that would have significantly influenced your decision to buy the product had you known about it at the time. This might include situations where:
- The product is very different from its description or sample
- It is substantially unfit for its normal purpose and can’t be fixed quickly or easily
- Has a safety issue
- Is not of a reasonably acceptable quality and the problem is serious or can’t be remedied in a reasonable timeframe
In the unlikely event of a major failure, you have the right to choose whether you would prefer a refund (and return the item) or a replacement (and return the original item).
To further support our customers, Riff Raff Baby offers a voluntary manufacturers warranty on eligible products from the date of purchase to cover defects in materials or workmanship that arise under normal use conditions.
Products covered under this voluntary warranty policy include:
- Soundbox (12 months from purchase)
- Plush/Weighted Toy (3 months from purchase)
- Take Along/Pram Toy (3 months from purchase)
This voluntary warranty does not cover:
- Damage from misuse or neglect including throwing, dropping, washing, drying.
- Normal/fair wear and tear from chewing, washing, sucking, throwing, ripping, cutting.
- Unauthorised modifications, repairs, alterations, personalisation
We ask all customers to check their products immediately on receiving their order to ensure the contents are correct and in good order.
If upon receiving your order you feel that a product is faulty, missing or incorrect, you must immediately contact our Customer Service team via email to hello@riffraffbaby.com to report the faulty, missing or incorrect item.
In your email we request you include the following information:
- Order Number
- Full name and email of person who placed the order
- Clear description of the problem you are facing with the product
- Pictures and video demonstrating the fault
- Picture displaying the batch code (found on the care tag or soundbox case)
- Picture of the shipping label attached to the package
Our Customer Service staff will assess your claim.
During their assessment they may offer some tips to troubleshoot the issue, request you post the item back to our factory / warehouse at our cost (1 Tinning St, Brunswick Victoria) for further assessment or request additional information from you.
If after assessment the product is deemed to have a fault, we will advise which of the following remedy options you are eligible for: repair, replacement or refund.
We will endeavour to resolve your claim as quickly as possible and appreciate your prompt response to any emailed requests for additional information.