At Spectra Baby Australia, we want you to feel confident about your purchase of our products, and we strive to give the best after-sales service we possibly can. Here’s a rundown on our policies:
30 Day Returns – So long as your product is in saleable condition
If you have purchased one of our products and for some reason you wish to return it, then you can return your order within 30 days of purchase.This is conditional on the products being brand new – they must be completely unused, in unopened packaging and in saleable condition (i.e. we can replace them in our warehouse to be sold to another customer).
If you’ve used your breast pump or product, unfortunately we cannot accept a return.
Breast pumps and all associated accessories are personal use items, and once they’ve been used, there is no way that we can sell them to someone else or accept a return on them, for hygiene reasons.
So, just to be crystal clear – we’re only going to accept a return and refund your purchase if your products are:
- Returned within 30 days of purchase AND
- Unused, unopened and in saleable condition (able to be sold to another customer).
If you’re worried about buying a breast pump or accessory and not being able to return it, read on..
If you’re worried about buying a breast pump or accessory from us and ending up with something that is not right for you or does not work the way you want it to, and being unable to return it, then here are some things you can do:
2. Ask us for help!
We’re very used to having people contact us asking for help working out which breast pump is right for them or which accessories they need. If you’re at all worried, please get in touch. You can message our Facebook page, email us, or just click the ‘Ask Us’ tab on our site.
3. Ask other Spectra users for help!
We highly encourage you to pop over to our Facebook page and leave a question there if you’re not sure about something, and we can post it to our status so that mums already using a Spectra pump can respond and help you out. This is a great way to get some really helpful advice (and you know it’s objective)!
If you’ve already bought a Spectra product, you’ve used it, and you want to return it, read on..
So if you’ve bought one of our breast pumps or an accessory from our site, and now that you’ve used it, you’re for some reason wanting to return it, then you probably fit into one of these categories:
1. You no longer need your product (and have already used it)
We’re sorry about this, especially if it is because your breastfeeding journey has come to an end earlier than you’d hoped. However, we can’t accept returns of breast pumps or accessories that have been used, for hygiene reasons. We will be happy to help out anyone you sell it to with information on what parts they need to buy to use the pump and will also allow a transfer of warranty so long as they have your purchase details so we can check our system for warranty info should it be needed, (and have a receipt and so on).
2. You bought the wrong item (and have already used it)
Okay, again, we’re sorry about this but we can’t accept a return on your product because we will be unable to sell it. If the mistake happened because you were confused about something, please get in touch so we can get to bottom of it and make sure you get the right advice.
3. The product isn’t working how you thought it would or you’re not happy with it.
Oh no! If this is you, and you’re reading this right now, then first of all please be reassured – if you’re not happy with your Spectra product, it’s probably because something is going wrong and we just need to work out what that is and fix it up. We’ve listed a couple of possibilities below, just to give you an idea:
- The pump has no or low suction
This will be either a problem with how the shield kit has been assembled, OR (far less commonly) some kind of fault. Either way, we can troubleshoot with you, for example by going over how the product has been assembled, or if there is some kind of fault we’ll repair or replace straightaway. 95% of the time this happens, it is usually related to a shield kit part needing to be replaced or assembled correctly. It also may mean you have the massage or expression mode mixed up. Our breast pumps have really strong suction, so you can assume that if you’re not getting enough suction, there’s something wrong, and it can be fixed.
- The flange size is wrong for you
We have a couple of flange sizes, and a few ideas to help you determine shield fit. If you suspect a flange size issue but you’re not sure, get in touch so we can work it out together.
We’re really confident in the quality and performance of our breast pump and, as a company, customer service is top priority.
How to return a product
If you have changed your mind or want to return your order for some reason (see above for more detail), then assuming you meet the eligibility requirements, i.e.:
- Your date of purchase is 30 days or less in the past AND
- Your product/s are unused, unopened and in saleable condition (able to be sold to another customer);
then doing so is easy. Just get in touch with our customer support and we’ll let you know the address to send everything back to. As soon as your items have been received back at our warehouse and have been returned to stock then we’ll process a refund for you less our initial postage cost. It usually takes a few days for refunds to clear, though this depends on your bank.
More legal bits about returning a product
Once again, our refund policy only applies to goods that haven’t been used and are in their original, saleable condition. Our refund policy doesn’t apply if the product has been damaged after delivery, if the product has been opened or altered, or dropped or broken. The buyer will need to cover costs of postage and insurance, and if the product is damaged or lost during transit then this will be the buyer’s responsibility.
Your privacy & security when using our website
Spectra Baby Australia understand that you want to feel confident about security and privacy when you’re using our website. Here’s a rundown on our policies on security and privacy:
Your personal information is never shared
When you use our website or contact us, you may provide us with your personal details, for example if you place an order, sign up for our newsletter, or contact customer support.
We keep a record of orders, communications and personal details that you provide so that we can provide the best level of customer support. For example, if you purchase from our site we will have a record of your order that can be used in a warranty claim. We also go over customer queries and issues for team training and to help us develop content that customers need.
You may receive an occasional email about product updates, services and sales. These emails will include an option to unsubscribe if you are not interested in receiving them.
All your personal details and communications are kept private, are never provided to any third party (unless we were for some reason required to by law), and are stored using high level security.
We do not store credit card details on our site, and they are not viewable by our staff.
Using your credit card is secure
Spectra Australia uses the Stripe Singapore Payment Gateway for its online credit card transactions. Stripe processes online credit card transactions for thousands of merchants across the globe, providing a safe and secure means of collecting payments via the Internet.
All online credit card transactions performed on this site using the Stripe gateway are secured payments.
- Payments are fully automated with an immediate response.
- Your complete credit card number cannot be viewed by Spectra Baby Australia or any outside party.
- All transactions are performed under 128 Bit SSL Certificate.
- All transaction data is encrypted for storage within Stripe’s bank-grade data centre, further protecting your credit card data.
- Stripe is an authorised third party processor for all the major Australian banks.
- Some customers may find that they receive an international processing fee of up to 3.5% when using their credit card. This is not a Stripe fee but one imposed by some Australian banks.
- Stripe at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Spectra Baby Australia.
- Check with your bank for any fees they may apply for payments using the Stripe Singapore Payment Gateway, as a small number may apply a fee, even though there is actually no currency exchange.
For more information about Stripe and online credit card payments, please visit www.stripe.com
All orders placed by 12pm AEST on a business day are dispatched that day using an express delivery service. We use a courier to deliver our orders, unless you have entered a PO Box at checkout, in which case we will use Australia Post Express eParcel which will travel by road transport, just like your mail. In most cases this will mean that you will receive your delivery within 1-2 business days, unless you are overseas or have made an order over 5kg to a rural area. Orders over 5kg to rural areas will take longer – please contact us for a more precise estimate. Overseas orders are delivered by DHL and in most cases will take 4-5 days to be delivered.
Please note that during sale & promotional periods, your order will take 24-48 hours to be dispatched due to the large volume of orders being received. If your order is for urgent medical needs, please contact us and we will do our best to have it shipped immediately.
If you have any special requirements for delivery, please let us know and we’ll try to accommodate them.
All orders over $100 have FREE EXPRESS SHIPPING. YAY!
Please note that if one of the items you have ordered are currently on back order, we will hold your entire order until the back ordered item is in stock. We do not partially ship orders, so please place separate orders if you want the in stock items to be sent immediately.
We reserve the right to cancel or refuse to accept any order placed based on incorrect pricing or availability information. We apologise for any inconvenience.
If you have any questions about any of our policies, please get in touch. We’re very happy to help.
Warranty Overview & Making a Claim
Spectra Baby Australia provides a 2 year warranty on the pump motor and a 6 month warranty on parts for all products purchased through us via our website or through one of our authorised channels. There is no warranty support on purchases ordered from overseas or unauthorised resellers. If you want to be certain that the product you are purchasing is covered by Spectra Baby Australia’s warranty, please contact us via email with the serial number and / or name of the person selling the pump and we can confirm this for you.
You also have consumer protection provided by Australian law, and you can read more about this here.
What is Covered
Your warranty covers defects in materials, assembly and manufacture.
What is Not Covered
The warranty does not cover any damage, deterioration or malfunction resulting from any alteration, modification, improper or unreasonable use or maintenance, wear and tear, misuse, abuse, accident, neglect, exposure to excess moisture, fire, improper packing and shipping, lightning, power surges, or other acts of nature. This warranty does not cover any damage, deterioration or malfunction resulting from the installation or removal of this product from any installation, any unauthorised tampering with this product, any repairs attempted by anyone unauthorized by Spectra Baby Australia to make such repairs, or any other cause which does not relate directly to a defect in materials and/or workmanship of this product.
Please note that products bought via unauthorised or overseas retailers are not covered by any warranty provided by Spectra Baby Australia.
How Long Does this Coverage Last
Spectra Baby Australia provides the following:
- Two year warranty on pump motors from the date of original purchase.
- Six month warranty on parts and accessories.
Please note that parts such as valves may need replacing after 2-3 months if being used intensively. This is not a defect but reflects the nature of the product and will not constitute a warranty claim.
Who is Covered
The original purchaser of the product will be covered under this warranty. If you sell or transfer ownership of your Spectra breast pump we will provide warranty support to the new owner on the pump motor only, and not any parts or accessories.
How Spectra Baby Australia handles warranty claims
Maintaining effective warranty processes is something we work hard at. We understand that mothers may be relying on our products on a daily basis, and we really try our best to minimise disruption. Here’s the process:
- You submit a warranty claim here – Spectra Warranty Claims.
- We will send you a prepaid postal label to return your pump.
- If you need to pump daily, we will send you a hire pump to use while your pump is assessed. This service is free of charge.
- We will assess your pump and repair it. If it is unable to be repaired, we will replace it with a new pump of the same model.
- We will send you a prepaid postal label to return the hire pump.
- Once we have received your pump for assessment, we aim to complete your warranty claim within 7-10 working days.
This process is intended to minimise as far as we practicably can the time that a mother is without a working breast pump.
Spectra Baby Australia provides support to international consumers who have purchased a product directly from us. Here’s the process for an international warranty claim:
- You submit a warranty claim here – Spectra Warranty Claims.
- Spectra Baby Australia will assess your claim and attempt to troubleshoot where possible.
- If your pump needs to be returned for inspection, you will return it at your cost.
- We will assess your pump and in most cases repair it. If it is unable to be repaired, we will replace it with a new pump of the same model.
- Once we have received your pump for assessment, we aim to complete your warranty claim within 5 working days.
Limitation on Liability
The maximum liability of Spectra Baby Australia under this warranty shall never exceed the actual purchase price paid for the product.
If you have any questions about this warranty, making a claim or anything else, please feel free to get in touch.