Returns Policy
Cancelling and returning goods
Silver Cross is dedicated to offering the highest levels of quality and service.
Refund Policy
Items must be returned in saleable condition: unopened with all packaging/hygiene seals intact.
If for any reason you are not happy with your order or have a change of mind we will offer a store credit.
Products must be returned within 7 days of your delivery.
Please note the shipping charge will be applicable and calculated manually and deducted from the original purchase price.
All returned orders must be in their original packaging, in an unopened and unused condition.
Please be aware that due to New Zealand regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.
You can choose between a refund, exchange or store credit if your goods are faulty.
We do not accept returns on sale items.
We cannot offer refunds or exchanges on goods that have been opened, or used, for hygiene reasons.
If in the unlikely event you receive a faulty item or an item that you have not ordered, please email us within 2 days of receiving your parcel to hello@silvercross.com.au
Any items for return must be received in the original condition they were sent; i.e. unopened boxes, labelling and contents to be intact and in a saleable condition to:
Premium Brands, 10 capital Court, Braeside, VIC, 3195
Returns are to be received within 7 days of the return’s approval.
Any refunds will be credited to the original method of payment. Shipping costs will not be refunded
You are entitled to cancel your order or contract with us provided that you do so within 14 days of delivery. If you wish to cancel your order then you can do so by emailing info@silvercross.com.au, calling +61 03 9580 5260 or writing to Customer Care by post to Silver Cross Australia, located at 10 Capital Ct, Braeside, Victoria, 3195.
If you wish to write or email you may do so by using our model cancellation form, set out here.This shall not affect your statutory rights in relation to faulty products. For information on faulty products, please see below.
If no goods have been dispatched, then we will provide a full refund within 7 working days of receiving your notice of cancellation including any shipping charges you have paid for.
If the goods have been dispatched, the goods must be returned in an unused condition, in the original packaging and complete with all original parts and accessories. We will refund the cost of the item and also the applicable per item delivery charges, (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery), however you may be responsible for collection charges.
We may make a deduction from the refund for loss in value of any goods supplied if the loss is a result of unnecessary handling by you. We will make any refund due to you as soon as possible. We will make the refund no later than 14 days after we receive your notice of cancellation or when the product is returned. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
For products purchased at third party retailers, please contact the retailer in the event that you wish to return your product. To qualify for a refund, the goods must be returned in an unused condition, in the original packaging and complete with all original parts and accessories. Please note that should you cancel your order within the 14 working day cooling off period we will refund the cost of the item and also the applicable per item delivery charges. All items will be collected by the Silver Cross nominated carrier.
Please call customer services on +61 03 9580 5260 between 9.00am and 5.30pm Monday to Friday (excluding public holidays). Please have your original order number available to quote when calling as your proof of purchase. Or, email us at info@silvercross.com.au for a return label or to arrange collection. If you do not return the goods delivered to you, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
If you would like to return an item of furniture purchased from the Silver Cross website, please contact our Customer Care Team at +61 03 9580 5260 and we can talk you through your options.
For products purchased at third party retailers, please contact the retailer in the event that you wish to return your product.
For goods purchased from the Silver Cross website, you are entitled to an automatic refund, or we are happy to offer an exchange on any faulty item within 30 days of delivery.
Please note that any faulty product MUST be returned to us in order to qualify for either a refund or an exchange. In order to arrange for a product to be returned, please get in touch with us by calling +61 03 9580 5260 or info@silvercross.com.au and we will talk you through your options. We will refund the price that you paid for the faulty products in full (including any basic delivery charges you have already paid) and will pay any applicable collection charges. Please note that refunds can take up to 14 days to process once we have confirmed that a refund is due.
If you find a fault with your product outside of the 30-day period please get in touch with us to discuss. We will deal with this type of faulty product on a case by case basis and will always ensure that your statutory rights are not affected.
For products purchased at third party retailers, please contact the retailer in the event that you wish to return your product.
If your Silver Cross product suffers damage at any time during its lifespan, we may be able to repair it for you at your cost. Please contact us for a quotation.
To arrange the collection of any item for repair, please call our Customer Care Team on +61 03 9580 5260 between 9.30am and 2.30pm Monday to Thursday (excludes public holidays).
Please see details of our Silver Cross Automatic 2 Year Warranty and our Extended 3 Year Warranty Registration set out here.
Our terms and conditions do not affect your statutory rights.