Refund policy
The Whatsie Happiness Guarantee
We want you to love your Whatsie. If something isn’t right, we’ll do our best to make it right.
Our Happiness Guarantee includes 30-day change-of-mind returns, a 3 year warranty on foam and a 12 month warranty on covers and components.
30 Day Change-of-Mind Returns
Changed your mind? That’s okay. You can return your order within 30 days of delivery, provided it is unused, unopened and in its original sealed packaging.
You’ll need your order number or proof of purchase. Original delivery fees aren’t refundable, and return shipping is at the customer’s cost. Please contact us at hello@whatsie.com.au before sending anything back so we can give you the return details.
Fabric and Colour
We do our best to show our colours accurately, but they may look a little different depending on your screen, lighting and the colours around them in your home.
Small variations can also occur between production batches. Fabric can appear lighter or darker depending on the direction of the fabric pile.
If you’re unsure about the colour when your Whatsie arrives, please check it before opening the sealed packaging or using it.
The Whatsie Warranty
Whatsie is made for real play, and we stand behind the materials and workmanship that go into it.
3 Year Foam Warranty
Our foam is covered against failure caused by a manufacturing defect for 3 years from the date of delivery.
12 Month Cover & Component Warranty
Our covers and other components, including fabric, YKK® zippers, stitching and handles, are covered against failure caused by a manufacturing defect for 12 months from the date of delivery.
What’s Covered
Our warranty covers manufacturing defects in the materials or workmanship of your Whatsie.
This can include faults with the foam, fabric, stitching, seams, zippers or handles during their applicable warranty period.
What’s Not Covered
Our warranty doesn’t cover normal wear and tear, accidental damage or damage caused by incorrect use or care.
This includes:
- Pilling, fading and normal deterioration over time
- Natural softening, compression or body impressions in the foam
- Stains, spills, cuts, tears, burns or pet damage
- Damage caused by incorrect use, cleaning, care, transport or storage
- Damage caused by not following our care instructions
- Modifications, alterations, tampering or incorrect assembly
- Using the product for something it wasn’t designed for
- Damage from prolonged direct sunlight, extreme temperatures, excessive moisture or chemicals
- Damage caused by fire, flood, storms or other events outside our reasonable control
- Minor variations in colour, texture, dimensions or finish that don’t affect how the product works
- Disclosed faults or imperfections on products sold as seconds or “As Is”
Making a Claim
Something not right? Email hello@whatsie.com.au with your order number, a short description of the problem and two or three clear photos or a video.
Please don’t return anything before contacting us.
If your claim is approved, we’ll work out the best solution. This may include a repair, replacement, partial refund or contribution towards a local repair.
If we need something returned, we’ll send you the return instructions and, where applicable, a return shipping label.
Replacement Colours and Add Ons
Some Whatsie colours, fabrics and add ons are released in limited quantities, so we can’t always guarantee the same item will be available for a replacement.
If yours is no longer available, we’ll work with you to find a suitable alternative.
Warranty Periods
Our warranty applies to the original purchaser and isn’t transferable. It covers products used for normal household use and doesn’t cover commercial use.
Warranty periods begin on the date your original order is delivered. If we repair or replace a product or component, the original warranty period continues. It doesn’t restart from the date of the repair or replacement.
Sale Items
Change-of-mind returns on sale or discounted products may be limited to store credit or exchange.
This doesn’t change your rights if the product is faulty or you have rights under Australian Consumer Law.
Order Cancellations
Need to cancel? Contact us as soon as possible.
A 10% cancellation/restocking fee may apply if your order hasn’t been dispatched. Once your order has been dispatched, it can’t be cancelled and will need to go through our returns process.
Australian Consumer Law
Our Happiness Guarantee and warranty are provided in addition to your rights under Australian Consumer Law.
Nothing in this policy limits any rights or remedies you’re entitled to under Australian Consumer Law.
Need a Hand?
Email us at hello@whatsie.com.au with your order number and a quick explanation of what’s happened. We’ll help you from there.
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