Refund policy

Return Policy

We want you (and your little ones!) to be 100% happy with your purchase. We understand that sometimes a purchase may not meet your expectations or needs, so we have created a Policy for refunds and/or returns that is as simple and easy to use as possible. Please take a moment to review the Policy below to understand your rights and options in the unlikely event that you need to make a return or request a refund.

To be eligible for a return, your item(s) must be unused, in the same condition that you received it and in its original packaging.  You must request the return with 30 days of receiving the order (or first part of the order for multiple items).

To start a return, contact us at hello@getsuperspace.com with your order number and reason for return. If your request is accepted, we’ll provide you with return instructions. Items returned to Superspace without prior approval will not be accepted. 

The Customer is responsible for arranging return shipping using a tracked method and providing us with the tracking information as soon as possible to avoid processing delay. The Customer has 7 days to return the item (or be dispatched for return) once the return request has been approved. Our warehouse is closed to the public, and any items left at the warehouse without approval will not be accepted as returned.

A 10% Restocking Fee will be applied to all returned items. This covers the cost of receiving the return, examining and/or refreshing and re-packaging them.

Products without original packaging or missing parts will not qualify for a refund.

Once the returned item has been received, it will be inspected. Please allow 10 days for this inspection to be completed.  Refunds for eligible returns will be processed within 5 business days and any refunded amount will be credited to the original form of payment.

Non-Returnable Items

• Sale items
• Gift cards
• Custom products (such as special orders or personalized items)

General

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method which may take 3-5 business days to reflect on your payment account.

Exchanges
The fastest way to ensure you get what you want is to request a return and once the return is accepted, place a new order. 

Please note, items must be received in new and unused condition.

Damages and Errors
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

Errors will be validated against the original invoice.

Faulty or Defective Products

We comply with the Australian Consumer Law, which provides consumers with certain rights and protections when it comes to faulty or defective products. The law requires that all products sold in Australia must be of acceptable quality, fit for their intended purpose, and match any descriptions or representations made. If a Superspace product is found to have a defect or does not meet these requirements, the customer may be entitled to a replacement or refund. We are committed to ensuring that our products meet the highest standards of quality and safety, and we will work with our customers to resolve any issues that arise under Australian Consumer Law.

What to do if you believe that you have received a defective product

If you believe that you have received a defective product, please contact our customer service team at hello@getsuperspace.com as soon as possible. We may ask you to provide photos or other evidence of the defect so that we can assess the issue and determine the best course of action.

Depending on the nature of the defect, we may offer to replace or refund the product. If the defect is minor, we may choose to replace the part or offer you a partial refund. If the defect is major, we will replace the item or offer you a full refund.

Please note that our Faulty Product Policy does not cover:

• Normal wear and tear caused by use, environment or time
• Damage caused by misuse or improper use
• Neglect including failure to protect your Superspace product from the natural elements and/or pets.
• Cosmetic defects, color fading, minor wrinkles or cracks, which do not affect performance or integrity of a part or the entire product.
• Alteration or modification

For eligible returns covered by the Faulty or Defective product protections, a return shipping label will be provided by Superspace and must be used to label and ship your item. Replacements or refunds for eligible returns will be processed within 5 business days of receipt of the item.

The refunded amount will be credited to your original payment method, and you will be notified via email upon completion.