Refunds

Our policy lasts 30 days.  If 30 days have gone by since dispatch of your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it.  It must also be in the original, unopened packaging.

Some types of goods are exempt from being returned.  Some types of goods are excluded from return for personal hygiene and safety reasons as they are classified as intimate goods – these goods include: Cotton prefolds; Flat nappies; Splash Wrap swim nappies; and Snug Wraps covers.  However, these items are covered our 2-child guarantee.  Please read those terms and conditions to check your eligability. Gift cards are a non-returnable item.

To complete your return, we require a receipt or proof of purchase and a completed returns form.

We will not accept:

  • Any item not in its original condition, is damaged or is missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery dispatch date.

Damaged Goods

We are not responsible for damage caused by improper care, misuse, fading, pilling or normal wear and tear of the product.  As with any clothing item, our nappies and covers will not withstand repeated daily washing for extended lengths of time.  Please refer to our washing tips page for more information.

Refund

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.

Under the Consumer Guarantees Act, we do not have to offer you a refund if you change your mind, so please choose carefully before buying.  Refunds are solely at the discretion of Real Nappies Ltd.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@realnappies.com.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@realnappies.com for further information.

Returning goods

All items returned to us, must be in a washed, non-smelly, clean, stain-free and dry condition for us to repair or exchange.  If items are smelly or soiled when returned to us, we will return them to you at your expense.

If you wish to return your product, please fill out the form below.

Unless it is our mistake, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.  We can’t guarantee that we will receive your returned item. 

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If you wish to apply for a return or refund, please fill out our Returns Form.