1. Customer Service
For all product returns please contact our the Customer service team.
If you have any issues with your product, please contact our friendly customer service team on 1300 809 526 (Monday – Friday from 8:30am – 5:00pm AEST).
2. Price and Payment
You must pay the price of any product ordered and any delivery fee specified in connection with your order. All Prices and Delivery Fees are in Australian Dollars and, if GST applies, inclusive of GST.
All Prices stated on the Website apply to any order submitted by you (the customer) until that price is changed and that change is published on maxi-cosi.com.au, which we may do at any time without notice.
Maxi-Cosi is obliged to dispatch each product ordered only once payment in full for that product is received by Dorel Australia.
If Your payment cannot be processed, your order will be rejected and you will be notified of this via email or phone.
In paying or attempting to pay for Products, you warrant that you have not engaged in any fraudulent conduct or contravened any law.
Shipping will be charged at $9 for all orders over $300. All orders under $300 will be charged by location and total shipping cost will be calculated at checkout. Shipping will be capped at $49.00.
3. Shipping Confirmation
Once your order is placed, your order confirmation will be sent via email to the address provided at check-out.
4. Delivery
4.1 Direct freight (Online orders, retailer orders, bulky orders - Excluding hire capsules)
Direct Freight is our preferred carrier, ensuring your order arrives as soon as possible. For other arrangements or special handling, please contact customer service.
Items typically ship within 2 business days from our warehouse in Melbourne and arrive within 2-5 business days (Metro Areas). If there is any delay in shipping your order, our customer service will be in touch with you via email or phone. Please ensure your contact details are correct when submitting them during checkout.
----------------------Approximate Delivery times----------------------
VIC - 2 Business days
NSW - 2 Business days
QLD - 3 Business Days
WA- 5 Business Days
SA- 2 Business Days
NT- 5 Business Days
During key sales periods (Stocktake sale, Black Friday sale and Boxing day sale) you may experience a delay in dispatch due to the high volume of orders. Our teams will work as quickly as possible to pack and dispatch your order. Once shipped, you will be emailed a tracking number which you can use to check the status of your order.
Our customer service team is available to assist you with any questions you may have and are available Monday to Friday 8.30am – 5pm, excluding public holidays.
Please Note: The freight company does not confirm a time for delivery. They can deliver between 9:00 am-4:00 pm on the scheduled day.
4.2 Australia Post (Including Hire)
Hire capsules, and some online orders (small items) will be dispatched via Australia Post. Australia Post delivery times may vary from 4-5 business days (or more depending upon your location - excluding the day of dispatch) and delays may be expected during peak times.
4.3 Delivery to International Destinations
Maxi-Cosi Australia ships Australia wide (international deliveries are not available).
To purchase Maxi-Cosi products in your local region, please shop at your Maxi-Cosi regional(local) websites.
4.4 Delivery to PO Boxes
We do not ship to Post Office Boxes (PO BOXES).
5. Return & Exchange Policy
5.1 Manufacturing defects
Maxi-Cosi Australia will allow returns of your purchase only if the product you purchased has a manufacturing defect and has been purchased from our Maxi-Cosi online store. Items purchased from an authorized Maxi-Cosi retailer must be returned directly to the same retailer.
To arrange for returns due to manufacturing defects, please contact our customer service team at 1300 809 526.
It’s important that your products are in the same condition as they were delivered, with the original instructions, documentation, accessories, packaging and labelling being preserved.
The refund will be carried out as soon as possible and, in any case, within 14 days of receipt of the article.
5.2 Maxi-Cosi Online Returns Policy (change of mind)
We understand that sometimes you may wish to return a product you have purchased from Maxi-Cosi Online.
If you are returning the item(s) because you have changed your mind, any postage charge is payable by you (customer). Maxi-Cosi will offer you a credit note or refund using your original payment method provided that:
- You return the product within 28 days of purchase;
- You have clear proof of purchase, typically a receipt at the time you return the item;
- The product and packaging is in its original condition including manuals and accessories;
- The item is in re-saleable condition for example original packaging, tags and labels are still attached, unopened/unused.
Returned items will be carefully inspected to verify a manufacturing defect. Once they are verified, we shall refund the corresponding amount or exchange with a replacement product.
IMPORTANT NOTE:
In the unfortunate circumstance that you cannot or choose not to provide adequate personal identification for a “change of mind’ return, we may not be able to process your request.
6. Order Cancellation
You may cancel any Maxi-Cosi Australia order if the product has not been shipped. If your order is shipped, it cannot be cancelled, and a returns procedure may need to be followed.
To cancel your order, please contact our Customer Service team.
7. Damaged or Incorrect Product delivered
We apologise for any inconvenience this may cause. Maxi-Cosi will resend the correct item to you as soon possible, please contact our Customer Service team on 1300 809 526 (Monday to Friday, 8:30am- 5:00pm, AEST) to arrange.
8. Return postage charges
Items to be returned by post are your (the customer) responsibility until they reach our Customer service team, please ensure items are securely packaged. (you can register your parcel at Australian Post for a small fee to ensure you can track your item). Items will be assessed and refunds (in the original payment method) will be processed within 7 days of receipt.
8.1 Faulty Product
However, if you believe the product to be faulty, damaged or incorrectly delivered, Maxi-Cosi will bear any postage cost.
8.2 Product Assessment
Once we have established proof of purchase, Maxi-Cosi will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, repair or exchange.
In many situations, this will be a simple assessment by the Consumer Care team. We will assess the product and determine whether:
- There is a minor fault: When the product has suffered a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable time frame.
- There is a major fault: If the assessment is that the product has experienced a major fault, you may choose to receive a refund, replacement or repair.
- The product has been damaged through abnormal use : Unfortunately Maxi Cosi cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether this is identified by Maxi Cosi, the manufacturer or their agent.
If it is identified through the assessment process that there is no fault with the product or that it has been damaged due to misuse, abnormal use or abuse, Maxi Cosi may require you to reimburse us for any costs we have incurred. This may take the form of postage costs in transporting your product to our technical assessment team.
9. Operating Difficulties
If you are having trouble using your product, we strongly recommend that you contact Customer service team: 1300 809 526 (Monday to Friday, 8:30am- 5:00pm, AEST).
Maxi-Cosi reserves the right to: assess the condition and age of returned goods prior to offering a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
Please note:
- Your original Maxi-Cosi register receipt is the best form of proof of purchase.
- Refunds will be issued using your original payment method.
- Please return any accessories and manuals supplied with product.
We may ask you to provide us with limited personal information during the refund or exchange process to assist us to comply with fraud detection processes.
At Maxi-Cosi we respect our customers’ right to privacy of their personal information.
To that end we have policies and procedures in place to ensure that personal information no matter how or where it is obtained is handled sensitively, securely and in accordance with the Law.