退款政策

Nappies World Returns & Exchange Policy

At Nappies World, we want to ensure you and your little ones are completely satisfied with your purchase. If you need to return or exchange an item, please refer to our guidelines below.

1. Change of Mind

We understand that circumstances change. You are welcome to exchange most items within 7 days of purchase, provided they meet the following conditions:

  • Original Condition: The item must be unused, unwashed, and in its original, unopened packaging.

  • Resellable: All tags, labels, and seals must be intact.

  • Proof of Purchase: A valid receipt or order confirmation is required for all returns.

  • Nappy Exchanges: Need a larger size? We accept exchanges within one month of purchase, provided all the conditions mentioned above are met.

Note: For hygiene reasons, we cannot accept returns on opened packs of nappies, wipes, or used feeding/teething accessories unless they are faulty.

2. Exchanges

  • In-Stock Items: Exchanges are subject to product availability.

  • Shipping Costs: For change-of-mind exchanges, the customer is responsible for the shipping costs to return the original item and the freight for the replacement.

  • Price Difference: Any difference in price will need to be settled before the new item is dispatched.

3. Faulty or Damaged Goods

If your item arrives damaged or develops a manufacturing fault, we will meet our obligations under the Consumer Guarantees Act (NZ):

  • Reporting: Please contact us immediately (within 48 hours for shipping damage) with photos of the fault and your order number.

  • Resolution: Depending on the situation, we will offer a repair, replacement, or full refund.

  • Shipping: Nappies World will cover the return shipping costs for faulty or incorrectly sent items.

4. How to Initiate a Return

To start a return or exchange, please follow these steps:

  1. Contact Us: Send an email to our support team with your order number and the reason for the return.

  2. Pack Securely: Ensure the item is well-packaged to prevent damage during transit.

  3. Send: Dispatch the item to our Auckland facility. We recommend using a tracked courier service, as we cannot be responsible for items lost in transit.

5. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed back to your original payment method within 3–5 business days.

  • Please note that original shipping fees are non-refundable for change-of-mind returns.