Refund policy

Refund & Returns Policy

Last updated: 3 September 2026

At Puppo, we want you and your baby to be happy with your purchase. If you change your mind about an eligible product, we accept returns within 14 days of delivery, subject to the conditions below.

Change-of-Mind Returns

You may request a return within 14 days of receiving your order if you have simply changed your mind.

To be eligible for a change-of-mind return:

The product must be unused and in original condition.
The product must be returned with its original packaging, tags and accessories.
The product must be clean and free from hair, dirt, odours, stains or signs of use.
You must provide proof of purchase.
Return shipping costs for change-of-mind returns are the responsibility of the customer.

ROCCO Bed – Important Return Condition

For hygiene and product-condition reasons, ROCCO Beds cannot be returned or exchanged for change-of-mind reasons once the packaging has been opened or the bed has been removed from its original sealed packaging.

If you receive a ROCCO Bed that is faulty or damaged, please contact us as soon as possible. Faulty or damaged products may be eligible for a repair, replacement or refund in accordance with Australian Consumer Law.

Faulty, Damaged or Incorrect Products

We carefully inspect and package every Puppo product before it leaves us. If your order arrives damaged, faulty, defective, or you receive the wrong product, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Clear photographs or video showing the fault or damage
Photographs of the packaging where relevant

We will assess the issue and, where required under Australian Consumer Law, provide an appropriate remedy, which may include a repair, replacement or refund.

Your rights under the Australian Consumer Law are not affected by this policy.

Exchanges

Change-of-mind exchanges are available for eligible unused products within 14 days of delivery, subject to availability and the conditions above.

ROCCO Beds cannot be exchanged for change-of-mind reasons once the packaging has been opened.

Faulty, damaged or incorrect products will be handled in accordance with your rights under Australian Consumer Law.

Products Damaged During Return

Customers are responsible for ensuring that approved change-of-mind returns are securely packaged. Puppo is not responsible for damage that occurs because a product was inadequately packaged during return shipping.

How to Request a Return

To request a return, please contact us through our website's contact page and include your order number and the reason for the return.

We will provide further return instructions after reviewing your request.

Please do not send a product back without contacting us first.

Refunds

Once your returned product has been received and inspected, we will notify you whether the return has been approved.

If approved, your refund will be processed to the original payment method.

For approved change-of-mind returns, the original shipping cost is generally non-refundable and return shipping costs are the customer's responsibility, unless otherwise required by law.

Refund processing times may vary depending on your payment provider or bank.