Returns & Refunds

At Dinke Designs, we’re passionate about creating high-quality, fun, and colourful play mats that your family will love. We understand that sometimes things don’t go as planned, so we’ve outlined our returns and warranty policy below.

 

Change of Mind – Returns & Exchanges

We allow returns and exchanges for change of mind on unopened and unused full-priced products in their original condition and packaging, within 7 days of receiving your order, provided the following conditions are met:

  • The product must be in brand-new condition, unused and unopened, with no rips, tears, or damage to any part of the packaging – this includes the outer shipping carton, inner carry bag, and any product packaging or inserts.
  • If the play mat has been used, or the packaging has been damaged in any way, we unfortunately cannot accept a return or exchange, as the product cannot be resold to another customer.
  • Returns must be requested within 7 days of receiving your order. Once approved, the item must be booked for return shipping within 7 days, and you’ll need to provide us with a tracking number.
  • The buyer is responsible for organising the return shipping and covering all associated costs. We recommend using a trackable and insured courier service, as we cannot take responsibility for items lost in transit.

Once your returned item has been received and provided it meets all return conditions, we will offer one of the following on full-priced items (Australia only):

  • A gift voucher/store credit to the value of the product (excluding original shipping fees); or
  • An exchange, which will incur:
  • Any cost difference between the original and new product
  • Return shipping costs and new shipping costs (calculated according to our shipping policy); or
  • A refund for the original purchase price of the product, less the original shipping fees.

Please Note: We Cannot Accept Returns or Exchanges For

  • Products not returned within the timeframes listed above
  • Items that have been opened, used, or returned in a condition that prevents resale
  • Items purchased on sale, clearance, or listed as “seconds”
  • International orders (outside of Australia)

We are also not responsible for delays with time-sensitive orders once the parcel has been dispatched. Our regular return and exchange conditions will still apply in those instances.

 

Faulty or Damaged Items – Warranty

If you believe your item is faulty or damaged, we’re here to help. Please contact us within 7 days of receiving your order, including the following details:

  • Your full name and order number
  • A clear description of the issue
  • Clear photographs of the fault, including packaging and the affected area

Our warranty covers manufacturing defects only – such as issues with printing, puncture marks, or tears that are present upon opening your order.

Our warranty does not cover:

  • Damage caused by general use, such as scratches, punctures or marks from shoes, pets, pens, or sharp objects
  • Discolouration over time, which is a natural result of the non-toxic material used in our mats
  • Damage resulting from the use of harsh chemicals or cleaning products (please refer to our care guide)
  • If a manufacturing fault is confirmed within the warranty period, we will happily arrange a replacement, refund, or store credit.

Please note we are unable to offer warranty support for products reported after 7 days of delivery.

How to Request a Return or Warranty Assessment

To start a return, exchange, or warranty request, please email us at hello@dinkedesigns.com.au with the following:

  • Your full name and order number
  • A short explanation of the reason for your return
  • Photos clearly showing the product condition or fault (if applicable)

Our team will review your request and respond within 2 business days.

At Dinke Designs, your satisfaction is important to us – and we’re here to help if you have any concerns. This policy is designed to be fair, clear, and in line with Australian Consumer Law.

Let us know if you have any questions – we’re only an email away. 💌