Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be satisfied with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind returns

If you wish to return an item because you have changed your mind about your purchase, Littlewhales will offer you an exchange or refund provided that:

• You return the item within 7 days of purchase
• You produce your original Littlewhales online tax invoice or other adequate proof of purchase at the time you return the item
• The item must not have been used or damaged in any way including that
  
  • It is in its original packaging including manuals, pamphlets and all accessories
  • It is unopened, unused and in its original condition

If these requirements are not satisfied Littlewhales reserves the right not to offer an exchange or refund for change of mind returns.

Other returns

Littlewhales will accept product returns and provide you with an exchange, refund or repair where:

• The product is faulty or is not of acceptable quality, or
• Significantly different to those shown or described to you, or
• The product is unsafe, and
• You can present your Littlewhales online tax invoice or other adequate proof of purchase.

Littlewhales may elect to return the product to the manufacturer to determine the nature of the problem. Littlewhales reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality* and the failure does not amount to a major failure.

*Products must be of acceptable quality, that is:

• safe, lasting, with no faults
• look acceptable
• do all the things someone would normally expect them to do.

Acceptable quality takes into account what would normally be expected for the type of product and cost.

Littlewhales reserves the right to:

Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Please note:

• Your original Littlewhales online tax invoice are the best form of proof of purchase
• Refunds will be issued using your original payment method

Online Refund Policy：

Even though great care is taken in the shipping process, if your item/s arrives damaged, please contact our Customer Service Team（[email protected]） to assess the damage and to work out a solution. You may be requested to provide of photograph of your item/s and /or delivery package to aid a speedy resolution.

For returns under Australian Consumer Law, please contact our Customer Service Team to arrange collection of the item/s to be delivered back to our warehouse for assessment, exchange, repair or refund.

Class and Workshop Refund Policy

Refund cancellation and transfer policy for School Holiday workshops

No Refunds

We do not provide refunds for cancellations, withdrawals, missed workshops. Once a workshop has commenced there are no refunds, transfers or credits.

Cancellations or withdrawals

If you choose to cancel a holiday booking OR your child does not attend a workshop you will not receive a refund. A cancellation fee may be payable OR you may forfeit your entire booking fee depending on when you cancel the workshop as follows:

Cancellations advised by phone or by email once our school holiday program has commenced and up to 3 business days before the workshop date incur a $10 fee per cancellation. The remaining workshop fee will be held in credit and this must be used within 6 months. You may substitute a friend (or sibling) to attend the same class you booked for your child at no cost. Please let us know of any substitutions before the class commences.

You will not receive any credit if you cancel a workshop 2 business days before the workshop, 1 business day before workshop or on the day of the workshop. You may substitute a friend (or sibling) to attend the same class you booked for your child at no cost. Please let us know of any substitutions before the class commences.

Class transfers

If you need to transfer a holiday booking to a different holiday class within the same holiday period, you can do this at no charge IF you make the arrangements before the commencement of our school holiday program. Transfers of bookings made after the school holiday period has commenced and UP TO 48 hours before the workshop date will incur a fee of $10.

Requests for transfers made within 48 hours before the workshop will not be accepted.

You can transfer a booking to a different child (eg friend/sibling) at any time at no cost. Please let us know if you wish to transfer to a different child.

SHIPPING POLICY

Littlewhales uses Australia Post for all deliveries. All parcels will be delivered to the provided address and will require a signature on receipt. It is recommended to provide a work address for delivery if no one is home during business hours. Due to security issues, the parcel cannot be left unattended. Where no one is home to sign for the parcel, a card will be left detailing the nearest Australia Post outlet where the parcel can be collected during normal business hours.

Orders will be packaged in plain boxes and unmarked for privacy and security. They will be dispatched as soon as payment and prescriptions have been processed. Allow normal postage times for delivery.

Littlewhales will dispatch most orders within 3 business day Monday to Friday assuming all items are in stock. All other orders will be dispatched as quickly as possible thereafter. It may be necessary for some orders to be shipped in more than one box from different distribution centres and therefore you may obtain these parcels at different times. You will be notified via email if there are any delays in obtaining any items on your order. Please contact us if you would like an alternative product or other arrangement. Order processing and delivery times may vary in peak times such as Christmas, Valentine’s Day, Mother’s Day, Father’s Day and so on. Contact us for more information.

Postage and handling for domestic orders

Standard Australia Post shipping within Australia

Post from Sydney NSW. Please allow 1-8 working days from the date we ship your order (depending on where you live in Australia). For estimated delivery times to your destination, please visit the Australia Post website and select your location to view the estimated times on each delivery service.

Flat Rate Shipping

$8.5/order

 

Click and Collect

Please contact us to arrange collection from the following location:

• Littlewhales Wellbeing Centre (Shop 10,2a Brown Street, Ashfield, NSW 2131)

SECURITY POLICY

We utilise the internationally recognised Secure Server certificate (SSL) technology to ensure customers’ security. Littlewhales uses NAB to process card payments. All credit card details are processed securely by the NAB. We never see or record a copy of your credit card details.

SECURITY POLICY

We utilise the internationally recognised Secure Server certificate (SSL) technology to ensure customers’ security. Littlewhales uses NAB to process card payments. All credit card details are processed securely by the NAB. We never see or record a copy of your credit card details.

PRIVACY POLICY

Littlewhales respects your privacy

Thank you for visiting the Littlewhales Web site.

The owners of Littlewhales, its subsidiaries, related entities and affiliates (“Littlewhales”, “we”, “us”, “our”) respect your privacy and we are committed to comply with the Privacy Act 1988 (Cth) (“Act”) and the Act’s Australian Privacy Principals (“APP”). In addition, we are bound by and committed to the privacy of health records as contained in Health Legislation in every state.

What is our privacy policy?

Our privacy policy sets out how and why we collect your personal information, how we use this information and to whom the information may be disclosed.

Please take a moment to read this policy. By using and submitting information to us you agree to our use of your personal information (“Personal Information”) in accordance with this policy. You agree that we may use all Information you provide to us in accordance with this Policy as amended from time to time.

What type of information does Littlewhales collect and how do we collect it?

We collect Information given by you in order to more effectively provide services to you.

Site Visit information

We or our agents or service providers make a record of your visit and log Information such as your server address, your top-level domain name (eg. .com, .gov, .au, .uk etc.), the date and time of your visit to this website, the pages you access and documents you download, the referring site and the type of browser used. This Information is anonymous and is only used for statistical and website development purposes. No attempt will be made to identify users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect the web server’s logs. Littlewhales requires email addresses for correspondence in regard to orders placed and registration of users. We do not use these emails for commercial use without prior consent.

Personal Information

Private or personal information is defined by the Act and is essentially information or an opinion about a person who is reasonably identifiable (“Personal Information”).
The Personal Information we collect will not be supplied by us to any other party, save as in accordance with this policy or the reasonable requirement of any law or regulation:

• Name
• Address
• Date of Birth
• Sex

How does Littlewhales and disclose your Information?

Disclosure as required by Law

We will only disclosure your Personal Information to persons or authorities who are authorised by law to receive your Personal Information or by authority given by you or your estate or pursuant to terms of this Policy.

Direct Marketing

We collect Information for the purpose of providing customers with marketing material and to enhance and develop our relationship with our customers. We do not sell, provide, or allow your Information to be viewed by any person not engaged or employed by us without your prior consent.

We may disclose your Personal Information to bodies and service providers to improve our marketing services to our customers.

We may also use Personal Information to inform you of promotions which may be of interest along with details of other products or services we provide.

If you wish to opt out of direct marketing offers or promotions, you can contact us by email on [email protected], or out of respect for your privacy, we provide you a way to unsubscribe by following instructions included in each communication.

Cross Border Disclosure

Personal Information may be disclosed to our service providers, including service providers which are located outside of Australia for the purpose of us providing services and marketing material to you.

Except in some circumstances where we may rely on an exemption under the Act or other law, we will take reasonable steps to ensure that that the privacy of your Personal Information is addressed in any service agreement with our service providers.

Where is my Personal Information stored and how secure is the storage?

Electronic Information provided to us will be stored on servers located in Australia. Physical copies of Personal Information provided may be kept in storage rooms with restricted access.

Any Information sent to us via the Internet is sent at your own risk. Littlewhales shall not be held accountable for the privacy practices of other websites which appear as links on our website or to links to our websites from other websites. Littlewhales may contain links to other sites which may be located within or outside of Australia. This privacy policy does not apply to any sites which are not controlled or operated by us.

How can Littlewhales customers ensure the accuracy and rectification in regard to their Personal Information?

When Personal Information is provided to Littlewhales by you, you warrant that the Personal Information given is accurate, current and complete and undertake to maintain the accuracy, currency and completeness of the Information which we retain. You also warrant that you have authority to provide this Personal Information to us.

Customers wishing to access their Personal Information for the purpose of rectifying inaccuracies may also do so by written request to [email protected]. We will comply with reasonable requests to have inaccuracies corrected.

Can Littlewhales customers order with anonymity?

As Littlewhales requires a physical address to deliver parcels to and a signature on delivery, anonymity cannot be assured. Customers may use a pseudonym for the purpose of registering for marketing information only.

How can Littlewhales customers’ information be removed from our database?

If at any stage a Littlewhales customer would like their Personal Information removed from our database, we require an email with the username, password and identifying information and the patients file will be deleted from our records. Please send to: [email protected]

How do I make a complaint?

Littlewhales will use its best endeavours to ensure the privacy of your Personal Information.

If you have any questions, queries or complaints, please contact us on [email protected] or mail us at

Littlewhales Customer Service Shop 10, 2a Brown Street, Ashfield NSW 2131

Complaints received will be taken seriously and the outcome will be relayed to you in a timely manner. If you are not satisfied with the outcome, you may contact the Office of the Australian Information Commissioner at [email protected] or on 1300 363 992.

Changes to www.littlewhales.com.au’s privacy policy

Littlewhales reserves the right to review and amend this policy from time to time and will notify you of any amendments by posting an updated version of the policy on this website.