Refund policy

Returns & Refunds Policy

Last updated: 27/08/2026

At The Neurodivergent Mum, we want you to feel confident when purchasing from us.

We carefully select the products we offer and work with Australian suppliers and fulfilment partners to send many of our products directly to you.

Our returns and refunds policy operates in accordance with the Australian Consumer Law (ACL).

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.


Our commitment to you

When you purchase a product from The Neurodivergent Mum, your purchase is with The Neurodivergent Mum, even where your order is dispatched directly from one of our suppliers or fulfilment partners.

We will work with you to resolve problems with your order and, where required under Australian Consumer Law, provide an appropriate remedy.


Your Australian Consumer Law Rights

Under the Australian Consumer Law, products sold to consumers must meet certain consumer guarantees.

Generally, products must:

  • Be of acceptable quality
  • Be safe
  • Be durable
  • Match their description
  • Match any sample or demonstration model
  • Be fit for any purpose you told us you needed them for, where applicable
  • Meet any additional promises made about the product

These consumer guarantees apply regardless of whether a product is shipped directly from The Neurodivergent Mum or from one of our suppliers.



If Your Product Is Faulty, Damaged or Doesn't Meet the Consumer Guarantees

If you believe your product is faulty, damaged, unsafe, doesn't match its description or otherwise doesn't meet the Australian Consumer Law consumer guarantees, please contact us as soon as possible.

Please email:

info@theneurodivergentmum.com.au

Please include:

  • Your name
  • Order number
  • Product name
  • A description of the issue
  • Photographs or video where appropriate
  • Any other information that may help us understand the problem

Please don't return the product before contacting us.

We'll assess the issue and, where appropriate, provide instructions for returning the product.

Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate remedy may include:

  • Repair
  • Replacement
  • Refund
  • Another remedy available under Australian Consumer Law

The remedy available can depend on the nature and seriousness of the problem.


Products Damaged During Delivery

If your product arrives damaged, please contact us as soon as reasonably possible.

Where possible, please provide:

📸 Photographs of the product
📸 Photographs of the packaging
📸 Your order number
📸 A description of the damage

Please keep the packaging until we've advised you what to do next.

We'll work with our fulfilment partner or delivery provider to resolve the issue.

Your rights under Australian Consumer Law are not affected by the involvement of a third-party supplier or courier.


Change of Mind Returns

Australian Consumer Law does not generally require a business to provide a refund simply because a customer has changed their mind.

However, The Neurodivergent Mum may offer change-of-mind returns on selected products where stated on the individual product page.

If a product is eligible for a change-of-mind return, the following conditions may apply:

  • You contact us within the stated return period.
  • The product has not been used.
  • The product is in its original condition.
  • The product is returned in its original packaging where reasonably possible.
  • The product is not excluded from change-of-mind returns.
  • You are responsible for return postage unless otherwise stated.

Please contact us before sending anything back.

Because some of our products are large, bulky, specialist or shipped directly from our suppliers, change-of-mind returns may not be available for every product.

Any specific return conditions will be displayed on the relevant product page where applicable.


Change-of-Mind Exclusions

Certain products may not be suitable for change-of-mind returns, including products that:

  • Are personalised or custom-made
  • Are made to your specifications
  • Are hygiene-sensitive and have been opened or used where applicable
  • Cannot reasonably be returned due to their nature
  • Are otherwise identified as non-returnable for change-of-mind purposes

These exclusions do not remove your rights under Australian Consumer Law if the product is faulty or otherwise fails to meet the consumer guarantees.


How to Request a Return

Before returning an item, please contact us at:

info@theneurodivergentmum.com.au

with:

Order number:
Product:
Reason for return:
Photos (if applicable):

We'll provide the appropriate return instructions.

Because some products are fulfilled directly by our suppliers, please don't send a return to a supplier's address unless we have specifically instructed you to do so.

This helps us make sure your return is processed correctly.


Refunds

Where you are entitled to a refund, we will process the refund to the original payment method, unless another arrangement is agreed with you.

Refund processing times can vary depending on your payment provider or financial institution.

Once we have processed your refund, your payment provider may require additional time for the funds to appear in your account.


Return Shipping

For products that are faulty, damaged, incorrectly supplied or otherwise covered by a consumer guarantee remedy, we will arrange or reimburse reasonable return shipping costs where required under Australian Consumer Law.

For approved change-of-mind returns, return shipping costs may be the customer's responsibility unless otherwise stated.

For large or bulky products, please contact us before arranging any return transport.

Please do not arrange expensive freight or courier collection without first contacting us.


Incorrect or Missing Items

If you've received the wrong product or something is missing from your order, please contact us as soon as possible at:

info@theneurodivergentmum.com.au

We'll investigate the order with our fulfilment partner and work with you to resolve the issue.

Because some orders may be shipped in multiple parcels from different suppliers, please check your tracking information before assuming an item is missing.


Products Sent in Multiple Parcels

Some orders may contain products fulfilled by different Australian suppliers.

This means that products purchased in one order may arrive:

  • In separate parcels
  • On different days
  • With different tracking numbers

This doesn't affect your consumer rights.

If you believe something is genuinely missing, please contact us and we'll investigate it for you.


Sale Items & Promotions

Products purchased during a sale or promotional period still come with the rights and protections provided by Australian Consumer Law.

A sale price does not remove your rights if a product is faulty or otherwise fails to meet the consumer guarantees.

Any additional promotional terms will be provided at the time of the promotion.


Our Approach to Returns

We understand that returning a product can be stressful, particularly when you're already dealing with a lot.

We'll aim to make the process as straightforward as possible.

If you're unsure whether something qualifies for a return, please contact us before sending the product anywhere.

We'll look at your individual circumstances and explain what happens next.


Contact Us

If you have any questions about a return, refund or your order, please contact:

The Neurodivergent Mum

info@theneurodivergentmum.com.au

Please include your order number where possible.


Important note

This policy does not limit or exclude any rights you may have under the Australian Consumer Law.

For further information about your consumer rights, you can visit:

Australian Competition & Consumer Commission (ACCC)
www.accc.gov.au

Australian Consumer Law
www.consumerlaw.gov.au