Refund policy

Purpose:

The Children’s Rights Alliance Inc., trading as Children’s Rights Queensland, is committed to providing an effective and fair return and refund process for customers purchasing our products. This policy outlines the conditions under which returns and refunds may be granted.

Commencement:

This policy takes effect from January 2025 and supersedes all previous policies, whether documented or not.

Scope:

This policy applies to:

  • Leadership Team
  • Executive
  • Employees
  • Contractors
  • Volunteers

The individuals above will be referred to as ‘Team Members’ throughout this policy.

Definitions:

  • Return: The process of sending back an item purchased from Children’s Rights Queensland to receive a refund or exchange.
  • Refund: The process of reimbursing a customer for the purchase price of a returned item.
  • Return Shipping Label: A label provided by Children’s Rights Queensland to facilitate the return of an item.

Roles and Responsibilities:

  • Executive: Ensure compliance with this policy, provide strategic oversight, and approve any exceptions.
  • Volunteers: Promote customer satisfaction and adhere to this policy, assisting customers with inquiries.
  • Contractors: Ensure that return and refund processes are handled efficiently and in accordance with this policy.

Policy Statement:

At Children’s Rights Queensland, we want our customers to be fully satisfied with their purchases. If for any reason you are not satisfied, we offer a 30-day return policy under the following conditions:

  • To initiate a return, please contact us at info@childrensrightsqld.org.au. You will need to provide a proof of purchase or receipt.
  • The item must be in the same condition as when it was received—unworn, unused, with tags, and in its original packaging.
  • If your return is accepted, we will send you a return shipping label along with instructions on how to send the item back to us.
  • Items sent back without first requesting a return will not be accepted.

Damages and Issues:

  • We advise customers to inspect their orders upon receipt. If the item is defective, damaged, or the wrong item was delivered, please contact us immediately at info@childrensrightsqld.org.au. We will assess the issue and make arrangements for either a refund or replacement.

Exceptions/Non-Returnable Items:

The following items cannot be returned:

  • Custom products (e.g., special orders, personalized items)
  • Sale items or gift cards

If you have questions or concerns about a specific item, please reach out to us.

Exchanges:

For the fastest way to receive an alternative item, please return the original product as per the return process. Once your return is approved, you can place a new order for the item you would like.

Refunds:

  • Once we receive and inspect your returned item, we will notify you if the refund is approved. If approved, the refund will be processed to your original payment method within 10 business days.
  • Please note that it may take additional time for your bank or credit card company to post the refund.
  • If you have not received a refund after 15 business days, please contact us at info@childrensrightsqld.org.au.

Breaches of this Policy:

Non-compliance with this policy by any team member may result in investigations, corrective actions, disciplinary measures (e.g., warnings or termination), or reporting to relevant authorities. Breaches must be reported promptly to a member of the Children’s Rights Alliance Leadership Team.

Related Documents, Legislation, and Standards:

  • Australian Consumer Law

 Policy Status and Review:

  • Approval: Approved by the Children’s Rights Alliance Inc. Leadership Team.
  • Review: This policy will be reviewed every two years. Feedback from customers and stakeholders will guide updates.

Questions:

For any questions regarding returns and refunds, please contact Children’s Rights Queensland at

info@childrensrightsqld.org.au.