Store Policies

At Cotmakers, we’re here to support families with products that are safe, practical, and thoughtfully chosen. Our policies are designed to be clear, fair, and fully aligned with Australian Consumer Law and NSW Fair Trading guidelines.

Below you’ll find all of our key store policies in one place.


Returns & Refunds Policy

We want you to feel confident when shopping with us.

Australian Consumer Law

You are entitled to a repair, replacement, or refund if a product has a major failure. Minor faults will be repaired within a reasonable time.

These rights apply to all purchases, including sale and clearance items.

Change‑of‑Mind

We do not offer refunds for change of mind. However, we offer exchange or store credit within 14 days when items are:

  • unused

  • in original condition

Store credit is valid for 3 years.

Prams, Strollers & Car Seats

For safety reasons, we cannot accept returns or exchanges on prams, strollers, or car seats unless the product is faulty. Faulty items are assessed under the manufacturer’s warranty at the supplier’s discretion.

Sale & Clearance Items

Sale and clearance items are not eligible for change‑of‑mind returns. Faulty items are still covered under Australian Consumer Law.


Warranty Policy

Many of our products include a manufacturer’s warranty. We’re here to help you through the process.

How to Make a Claim

Email admin@cotmakers.com.au with:

  • proof of purchase

  • a description of the issue

  • photos or videos

We’ll assist with lodging the claim with the supplier.

What’s Covered

  • Major failures: repair, replacement, or refund

  • Minor faults: repair within a reasonable time

What’s Not Covered

  • Wear and tear

  • Accidental damage

  • Misuse or incorrect assembly

  • Fabric fading or cosmetic marks from normal use


Lay‑By Terms & Conditions

Cotmakers offers lay‑by to make shopping easier for families.

Payments

  • 10% deposit

  • Regular fortnightly payments required

  • 12-week terms unless otherwise specified

  • Items remain Cotmakers’ property until paid in full

Cancellation by Customer

A termination fee applies to cover reasonable costs such as admin, storage, and any loss in value if the item must be discounted to resell. Any remaining balance is refunded.

Cancellation by Cotmakers

We may cancel a lay‑by if payments are missed or terms are breached. Termination fees apply for non‑payment.

Clearance Items

Clearance Items can only be placed on lay-by at the discretion of Cotmakers staff. Termination fees may be higher due to increased likelihood of discounting requirements.


Shipping Policy

We aim to make delivery smooth and stress‑free.

Processing Times

Orders are dispatched within 1–3 business days.

Shipping Rates

Calculated at checkout based on size, weight, and destination.

Delivery

Tracking details are emailed once your order is shipped.

Click & Collect

Free from our Wagga Wagga store. You’ll be notified when your order is ready.

Lost or Delayed Parcels

We’ll help lodge an investigation with the courier.


Click & Collect Policy

  • Select Click & Collect at checkout

  • Bring your order confirmation and ID

  • Most orders are ready within 1–3 business days

  • Orders not collected within 14 days may be cancelled for store credit


Faulty Goods Process

If you believe your item is faulty:

  1. Email admin@cotmakers.com.au

  2. Provide proof of purchase and photos/videos

  3. We’ll assess the issue and liaise with the supplier

Outcomes may include repair, replacement, or refund depending on the fault.


Car Seat Fitting Disclaimer

Cotmakers provides car seat fitting assistance based on manufacturer guidelines. By using this service, you acknowledge that:

  • You are responsible for ongoing checks and adjustments

  • Cotmakers is not liable for misuse or changes made after installation

  • Correct use of the seat remains the caregiver’s responsibility

We’re always happy to show you how to check your seat for safety.


Privacy Policy

We collect personal information to process orders, provide support, and improve your experience. Your information is stored securely and never sold.

You may request access to or correction of your information at any time by contacting admin@cotmakers.com.au.


Terms of Service

By using our website or making a purchase, you agree to:

  • Provide accurate information

  • Use our site lawfully

  • Respect our intellectual property

  • Understand that orders may be cancelled if items are unavailable or incorrectly priced

All transactions are governed by Australian Consumer Law.