Refund and Returns Policy

Sprout Lactation
ABN: 15 621 725 442

Last updated: 31 July 2026

Your rights under Australian Consumer Law

Nothing in this policy takes away your rights under the Australian Consumer Law. You are always entitled to a repair, replacement or refund if a product is faulty, is not as described, or does not do what it is supposed to do. For a major problem you can choose a refund or a replacement. For a minor problem we may choose to repair or replace it first.

Consultations

More than 24 hours notice
Reschedule at no cost, or a full refund if you would rather not rebook.

Less than 24 hours notice
We will always try to reschedule you. If that is not possible, a 50% cancellation fee applies, because the appointment time is held for you and is usually not able to be filled at short notice.

If you do not attend and do not let us know
The full fee applies.

If we need to cancel
You will be offered the next available time or a full refund, whichever you prefer.

Illness and unexpected events
Babies and feeding are unpredictable. If something happens, get in touch. Cancellation fees are waived at our discretion in genuine circumstances.

Telehealth consultations

Same notice periods as above. If the session cannot go ahead because of a technical problem on our end, you will be offered another time or a full refund. If the connection fails on your end, we will do our best to reschedule you.

Gift vouchers

Gift vouchers are non refundable and cannot be exchanged for cash. They can be transferred to someone else. Vouchers are valid for 3 years from the date of purchase.

Products

Change of mind
We are a small business, so we do not offer change of mind refunds on products.

Faulty or damaged
Contact us within 7 days of delivery with a photo and your order number. We will replace the item or refund you, whichever you prefer, including return postage.

Wrong item sent
Our mistake, so we cover everything. Let us know and we will send the right item and cover the return.

Hygiene items
For health and safety reasons we cannot accept returns on breast pumps, breast shields, milk collection items, breast pads or any product where the seal has been broken, unless the item is faulty. This does not affect your rights under the Australian Consumer Law.

Wholesale orders

Wholesale orders are not eligible for change of mind returns. Faulty or incorrect stock will be replaced or credited. Let us know within 7 days of delivery.

Shipping

Shipping costs are not refunded on change of mind returns. They are refunded in full where the item is faulty, damaged or incorrect.

How to request a refund

Email [email protected] with your order number and what went wrong. We aim to respond within 3 business days. Approved refunds are returned to your original payment method and usually appear within 5 to 10 business days depending on your bank.

Still not happy

Contact us first and we will do our best to sort it out. If you are not satisfied, you can contact the Australian Competition and Consumer Commission at accc.gov.au, or your state consumer affairs body. In Queensland that is the Office of Fair Trading.