Refund policy

Last updated: 1 September 2026

This policy applies to products purchased directly from www.haakaa.com.au.

This policy does not limit your statutory rights

Change-of-mind returns are a voluntary benefit we offer. The conditions and exclusions below do not apply where a product is faulty, unsafe, significantly different from its description, or otherwise fails to comply with a consumer guarantee under the Australian Consumer Law.

Change-of-Mind Returns

If you change your mind about an item purchased directly from www.haakaa.com.au, we will refund the purchase price to the original payment method or, at your request and where available, provide store credit or an exchange, subject to the following conditions:

• You contact Haakaa within 14 days of delivery

• You dispatch the goods back to us within 7 days of us providing return instructions

• The goods are unused and in their original condition and packaging, with seals, tags and accessories intact

• You provide reasonable proof of purchase

Return postage for a change-of-mind return is at your expense, and original delivery charges are not refundable. Approved refunds are generally processed within 10 business days of us receiving and assessing the return.

Items Excluded from Change-of-Mind Returns

Clearance and Final Sale items, gift cards and personalised products are not eligible for change-of-mind returns.

For hygiene reasons, the following are not eligible for change-of-mind returns once packaging or a hygiene seal has been opened: breast pumps and parts that contact the breast or breast milk; nipple shields, teats, sippy spouts and other mouth-contact feeding parts; colostrum collectors; breast-care, nasal and oral-care products; potties and toilet trainers. Bras and other intimate apparel are not eligible once worn, washed or tried on against bare skin.

These exclusions apply only to change-of-mind returns. They do not apply if a product is faulty, unsafe, incorrectly described or incorrectly supplied.

Faulty Goods

Australian Consumer Law notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For a major failure, you may reject the product and choose a refund or replacement. For a failure that is not major, we may choose to repair, replace or refund the product within a reasonable time. If we do not provide a remedy within a reasonable time, you may be entitled to reject the product and choose a refund or replacement, or have the product repaired elsewhere and recover reasonable costs, as permitted by the Australian Consumer Law.

Reasonable proof of purchase is required and we may ask for photographs or other information to help us assess the issue. Your rights are not limited to the 14-day change-of-mind period or to the duration of any voluntary product warranty. Where a claim is accepted, we will provide a prepaid return option or reimburse reasonable return postage.

Incorrect, Missing or Damaged Orders

If we send the wrong product, an item is missing, or a product arrives damaged, contact us as soon as reasonably possible with your order number and, where available, photographs of the product, packaging and delivery label. If the claim is accepted, we will arrange an appropriate remedy and cover reasonable return or re-delivery costs.

Products Purchased from Another Retailer

This policy applies to purchases made directly from www.haakaa.com.au. If you purchased from another retailer, please contact that retailer first. This does not limit any rights you may have under the Australian Consumer Law or under any separate Haakaa product warranty.

How to Return

Before sending anything back, email customerservice@haakaa.co.nz. We will confirm eligibility and provide the return address and instructions. Please do not send returns to a retail store or warehouse address unless we have instructed you to do so.