Refund policy

Returns

Unfortunately at this time, we are not able to offer returns or refunds for change of mind. Being a small family business, at this time we simply are not able to absorb the time or costs involved in offering this service.

Similarly, all sales are final, we are not able to cancel or alter orders after purchase, not are we able to apply a future discount or sale price to an order that has been placed prior to the sale commencing.

Coupon codes are not able to be applied retrospectively. If you have a discount code it needs to be applied at checkout for the discount to apply. We are not able to refund any difference in cost if you have found a code after placing an order.

Incorrect / Faulty Items

If your item arrives faulty or incorrect please contact is immediately. We will require a photo of the defect or incorrect item to assess refund or replacement eligibility. Without providing a photo, we are unable to assess your claim.

If your product is faulty or you are unhappy with your products for some reason we will happily try to work with you to resolve the issue. It is very important to us that our customers are happy with the products they purchase from us so please get in touch via the contact us page so we can help you with your concerns. 

To request a return due to faulty or incorrect product, please send us an email with your order number or proof of purchase, with a description and any additional photos or video to help describe what the fault is. We may request photos and or videos of products to determine if there is a fault or may request products be returned first for inspection.

Send a fault request to: hello@startingsolidsaustralia.com.au
Subject field: Order Number | Refund Request

Please note:

At this time there is no FDA approved method for sealing silicone products that is deemed to be safe, therefore we unfortunately cannot guarantee our products will be stain-proof to all foods they come into contact with and we are not able to provide refund or exchange on any stained products. Also important to note is that it is common for silicone to take on the soapy taste after washing over time. This is not a fault and just the nature of the material. Please see our product care page for prevention of this.

Please also note that suction plates are designed to work best with smooth surfaces. Suction will not work on most rough wooden or textured surfaces and we will not approve requests for refunds or returns due to this reason. We do believe our products to be the best available suction on the market and in our experience they do work on surfaces like sealed wooden tables and the Suckie Scoop plates are compatible with the Stokke Tripp Trapp tray however we cannot guarantee that everyones expectations will be in line with ours nor are we able to guarantee your clever little ones will not be able to remove the plates.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund or replacement will be processed, and you will receive a notification to the email used for your purchase.

Shipping returns

For a refund to be made it is your responsibility to return the items to our warehouse for inspection. We will provide a postage paid return label with the courier of our choice and packages must be dropped off the couriers depot or post office.

Please note couriers and Australia Post are different companies. If your return label is via Aramex you are required to drop the package at an Aramex depot not at a post office.

We will endeavour to have large items collected by courier however if this is not possible for some reason you will be required to return the package to the courier for a refund to be made. If you are unwilling or unable to return the item upon request no refunds or replacements will be offered.

If you choose not to use the return label provided to you and organise your own shipping we are not able to reimburse for the shipping costs.

Solids Library Subscriptions and Ebooks

Strictly no refunds are available on items containing intellectual property. This applies to memberships and ebooks purchased through our site.

Please take note of renewal date for any subscription purchases and cancel prior to the renewal date if you do not wish to continue. Instructions to cancel are available in our FAQ section on the footer of our website.

No refunds are able to be provided once a subscription has been processed.

Need help?

Please get in touch via the contact us page for any questions related to refunds and returns.