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Returns & Cancellation Policy

Last Updated: 18 Dec 2020

Without limiting any rights you have under the Consumer Guarantees Act, all goods to be returned must have a Goods Return Authority issued by us. The issue of a Goods Return Authority does not guarantee that we will accept the return.

The item I ordered arrived damaged,wrong, faulty or doesn’t work as intended

If your item has arrived and is faulty, damaged, or not working as intended, please notify us as soon as possible by replying to your order confirmation email or using our contact page.

Incorrectly supplied products: If you have been accidentally supplied the wrong product, we will supply the correct product (where it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply:

  • to supply the correct product the incorrect product will first need to be returned to us;
  • we will need to be notified within 7 days of purchase / delivery;
  • the incorrect product supplied must be in resalable / unused condition.

Products damaged in transit: If your product has been damaged during transit to your delivery address we will replace your product (if it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply, unless we agree otherwise, you must notify us within 24 hours of delivery in order to be eligible for a replacement, credit or refund.

Products that are faulty upon arrival / first use or otherwise: If the product you received is faulty upon arrival / first use or where the Consumer Guarantees Act applies, the products do not comply with the guarantees under that Act, we will either repair or replace your product, or issue a credit / refund. Without limiting any rights you have under the Consumer Guarantees Act, in order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. If the Consumer Guarantees Act applies, we will meet our obligations under that Act, Otherwise, if the Consumer Guarantees Act does not apply, all returns of this nature must be made within 14 days of purchase / delivery.

Products that are faulty within the warranty period: Without limiting any rights you have under the Consumer Guarantees Act, if your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product, You may also be able to contact the manufacturer directly to arrange a repair/replacement. Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us (NB there is no specific warranty period under the Consumer Guarantees Act).

Electrical Items
Before returning a battery-operated item which you consider faulty, we require that you have tested your item with a brand new set of high-quality batteries, such as energizer or duracell. The majority of ‘faults’ are due to the use or poor quality batteries, such as using a mix of old and new batteries, using rechargeable batteries or cheap chain store or $2 shop batteries.

Repairs and replacements
We do not guarantee that repair facilities and parts will be available for the goods.

Testing fees and return freight: If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.

Restocking fees: In some special circumstances including when products are sold to wholesale customers, we may agree (at our discretion) to accept a return of a product that is not faulty. In these situations, there will be a handling fee equal to at least 25% of the goods value. Delivery, service and assembly fees are not refunded at all.

Without limiting any rights you have under the Consumer Guarantees Act:

– faulty goods will be subject to the normal return procedures for the specific brand being returned.
– freight charges will not be credited.

If you purchased on-line, we will arrange for collection of your incorrectly supplied/damaged or faulty goods. This will be at our cost where such charges are our responsibility under the Consumer Guarantees Act, Otherwise, you will be liable for all delivery and insurance charges incurred in respect of returned goods.

Clearance Products
Our usual returns policy does not apply to Clearance Items, so please check all details carefully before ordering. Clearance items can not be returned for refund or exchanged for other products however if your clearance items are faulty (unless advertised as such), we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

I’ve changed my mind and no longer want the item I ordered

If you’ve changed your mind you can return your item as long as it’s unopened, in mint condition, and returned within 7 days of delivery.(excludes special order items) If the item does not arrive in this condition, Nappies Direct reserves the right to reject the return or may at its sole discretion apply a 20% restocking fee/damaged return fee, which will be deducted from any credit issued.  The shipping for the return will also be at the cost of the buyer. Once we’ve received the item and our returns team confirms everything checks out OK, you will receive an account credit which can be used to purchase a replacement item. Account credit for change of mind returns will expire 1 year after the date of issue, so make sure you use this to purchase something awesome right away!

Returns Terms

A. Due to hygiene reasons, we are unable to accept change of mind returns for any electrical items, baby and mums & incontinence products if they have been opened so please choose carefully.

B. 20% or $10 (whichever higher) restocking fee applies and for the product to be in a resealable condition.

C. Change of mind items can be returned for a STORE CREDIT ONLY and must be returned within 7 days.

D. We do not provide refunds on change of mind electrical items – So please read the description carefully.

E. Special order items are excluded and cannot be returned/exchanged if you change your mind/purchase the wrong product by mistake. Example of specially ordered items includes Spare Parts, Accessories, etc.

  • Special order items are products that are not located in stores or our warehouse and need to be back ordered from our supplier. Non-faulty returns and cancellations of special order items will be subject to a minimum 20% restocking fee.

F. Please note that if items were eligible for free shipping, we reserve the right to deduct our shipping costs from any refund due.

G. Returns are to be shipped at your expense and must be done so with a signature required as we are not responsible for any returned items lost in the post. Once received, we will process your refund, exchange, or store credit. When you send your item, please include your contact details, order number, and whether you would like a refund, exchange, or store credit. Please do not ship any items for return without contacting us first.

H. Refunds where the original purchase was made via Laybuy, Afterpay, Oxipay, will incur a 10% administration fee and 4% for all other payments methods.

I’ve changed my mind about an item of clothing I ordered

If you’ve changed your mind you can return your clothing item as long as it’s in mint condition with tags/labels still attached and returned within 30 days of delivery. The shipping for the return will also be at the cost of the buyer. Once we’ve received the item and our returns team confirms everything checks out OK, you will receive an account credit which can be used to purchase a replacement item.

Please note: Due to hygiene reasons we are unable to accept change of mind returns on maternity and cloth nappies, shoes that are not in their original packaging, swimwear, and underwear. 

The item I received is not the item I ordered

Provided the item is unopened and in mint condition we’ll replace the item or provide a full refund. Please arrange to return the item to Nappies Direct for assessment.

I ordered an incompatible item

If you ordered a product designed to work with another product, and upon opening the product you discover they are incompatible, Nappies Direct will accept a return if:

  • there was an error on our website or product description
  • the product description lacked information that would reasonably be required to determine compatibility

If the incompatibility of products could be reasonably determined by reading the product description, Nappies Direct may accept the return back at its sole discretion. In some cases a 20% or $10 (whichever higher) restocking fee may apply and for the product to be in a resealable condition.

Points Reward Program

If an item is returned, any Points earned on that item at time of purchase will be debited from the purchaser’s points account. If a person returns an item and their current points balance is less than the points earned on the item returned, then the points balance will be returned to zero, and the dollar value of the points shortfall will be deducted from the refund or credit given for the returned item.

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