At The Nappy Factory, customer satisfaction is our top priority. We want you to be happy with your purchase, and we understand that sometimes, returns or refunds may be necessary. This policy outlines the conditions and procedures for returning items and requesting refunds. By shopping with us, you agree to the terms outlined below.
Eligibility for Returns
You may return a product if:
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It is defective or damaged upon arrival.
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You received the wrong item.
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The item is unused, in its original packaging, and in a resalable condition.
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The return request is made within 7 days of receiving the item.
Non-Returnable Items:
Certain products cannot be returned due to hygiene and safety reasons, including:
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Opened or used nappies, wipes, and personal care items.
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Breast pumps, feeding bottles, and related accessories.
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Items marked as Final Sale or Non-Returnable on the product page.
Return Process
To initiate a return, please follow these steps:
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Contact Us: Email our customer service team at [your email] within 7 days of receiving your order, providing your order number, reason for the return, and clear images of the item (if defective or incorrect).
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Approval & Instructions: Once your request is reviewed, we will confirm whether your return is approved and provide you with the return shipping details.
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Return Shipping: Customers are responsible for return shipping costs unless the return is due to an error on our part (wrong or defective item).
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Processing & Inspection: Upon receiving the returned item, we will inspect it to ensure it meets our return criteria.
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Refund or Exchange: If the return is approved, you can opt for a replacement, store credit, or refund to your original payment method.
Refund Policy
Once your return is received and inspected, we will notify you via email. Refunds will be processed within 5-10 business days after approval. The refund will be issued to the original payment method used at the time of purchase.
Refunds will not be issued for:
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Items that do not meet the return criteria.
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Products returned without prior approval.
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Delivery charges (unless the return is due to an error on our part).
Exchanges
If you receive a defective or incorrect item, we offer exchanges at no additional cost. Please contact us within 7 days of receiving your order, and we will arrange for a replacement to be sent as soon as possible.
Cancellations
Orders can only be canceled if they have not yet been dispatched. Once an order is shipped, it cannot be canceled, but you may return the item according to our return policy.
Late or Missing Refunds
If you haven’t received a refund within the stated processing time:
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Check with your bank or payment provider, as refunds may take time to reflect.
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Contact your credit card company; it may take additional time before your refund is officially posted.
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If you still have not received your refund, please email us at [your email] for further assistance.
Damaged or Incorrect Items
If you receive an incorrect or damaged product, please contact us immediately with clear images of the item and your order number. We will arrange for a replacement or refund as quickly as possible.
Shipping Costs for Returns
Customers are responsible for return shipping costs unless the return is due to a mistake on our part. We recommend using a trackable shipping service for your return, as we cannot guarantee receipt of non-tracked shipments.
Contact Us
For any refund or return inquiries, please contact us at
We appreciate your trust in The Nappy Factory and are committed to providing you with the best shopping experience!