Product Warranty
Riff Raff products are designed and manufactured to comply with AS/NZS ISO 8124.1:2023 Safety of Toys and equivalent standards covering the USA, Canada, the UK, and the EU.
We take our consumer guarantees under Australian Consumer Law (ACL) seriously and are confident that upon receipt by our customers, our products meet the ACL requirements of being fit for purpose on arrival and matching their description.
We ask all customers to check their products immediately upon receiving their order to ensure the contents are correct and in good order.
If upon receiving your order you feel that a product is faulty, missing, or incorrect, you must immediately contact our Customer Service team via email at hello@riffraffbaby.com to report the faulty, missing, or incorrect item.
In your email, we request that you include your order number, a description of the fault, attached photos/videos clearly displaying the fault, and a picture of the shipping label.
We may request that you post the products in question back to us (at our expense) for us to assess the alleged fault in the product.
If after assessment the product is deemed to have a fault, we will advise which of the following remedy options you are eligible for: repair, replacement, or refund.
Riff Raff offers additional warranty coverage above our minimum requirements under Australian Consumer Law for the following products (and periods):
- Soundbox (12 months from purchase)
- Plush Toy (3 months from purchase)
- Take Along Toy (3 months from purchase)
If you have one of the above products and are experiencing an issue with it (within the above timeframe after purchase), we ask you to contact hello@riffraffbaby.com.
In your email, we request you include the following information:
- Order Number
- Full name and email of the person who placed the order
- Clear description of the problem you are facing with the product
- Pictures and video demonstrating the fault
- Picture displaying the batch code (found on the care tag or soundbox case)
Our Customer Service staff will assess your warranty claim.
During their assessment, they may offer some tips to troubleshoot the issue, request that you post the item back to our factory/warehouse at our cost (1 Tinning St, Brunswick Victoria) for further assessment, or request additional information from you.
We will endeavour to resolve your claim as quickly as possible and appreciate your prompt response to any emailed requests for additional information.
Please note exceptions to this warranty policy include:
- Any damage to soundboxes inflicted through dropping, throwing, washing, or drying.
- Any disassembly or alterations of the soundbox, plush, or take along toy.
- Fair wear and tear from chewing, washing, sucking, throwing, ripping, or cutting.
- Any damage to take along toy clips from throwing or dropping.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Any benefits you receive under our Product Warranty are in addition to other rights and remedies that you may have as a consumer under the law.
