Returns & Refunds

Returns & Refunds (exchanges are dealt with further down)

If you have made an error on your order or changed your mind please contact us as soon as possible so we can try and stop it for you.  If your order has not yet been processed, we will try our very best to stop it being sent however we do process and ship orders very fast. Once an order has been processed by the warehouse team it will not be possible to stop the order.  You will of course be able to return your parcel for a refund as per our usual conditions.

For dispatched orders our refund policy is to accept returns of unused, unwashed goods in a resaleable condition within 30 days from the day you receive, (or a third party such as an onward shipper) receives physical possession of your complete order. If your order completed before your baby was born, you have an extended return period of up to 30 days AFTER the birth of your baby. If claiming a refund based on 30 days from the birth of your baby, please enclose a copy of the baby's birth certificate for verification.

To exercise your right to cancel you must inform us of your decision via email, telephone or post at the details below. You can also electronically fill in and submit our cancellation form here.

Remember to include your details so we can identify who the return is from!

Our Returns Address is:

The Nappy Lady Ltd
Unit C
Linsford Business Centre
Linsford Lane
Mytchett
Surrey
GU16 6DL

Tel: 01252 372266 (9.30am-2pm Mon to Fri)
Email: info@thenappylady.co.uk


You are responsible for the cost of returning any goods and the risk of loss when returning them. We recommend that you send returns via insured tracked delivery or by a tracked and insured courier. You will need to make a claim for their value if they go missing. We can not be held responsible for any items returned to us that go missing in the post.

If you cancel or return your whole order within 14 days of delivery to you, we'll reimburse all payments received from you, including the cost of delivery to you not the cost of returning items, however if you choose a delivery option other than the least expensive type of standard delivery offered by us then shipping won't be refunded. e.g. you choose a courier delivery rather than the cheaper second class option this shipping upgrade cost will not be refunded.

We may make a deduction from your refund for the loss of value of any goods supplied, if the loss is the result of unnecessary handling by you e.g you destroy the packaging of a product. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

We will make your refund without undue delay and not later than:
1. 14 days after the day we receive back from you any goods supplied.
2. If no goods supplied, 14 days after the day on which we are informed about your decision to cancel your order.


Exchanges
Please send your items back along with all your full details and what you'd like to exchange them for. If there is an additional balance to pay we will contact you on their arrive to arrange for the additional payment. If a refund is due this will be arranged in accordance with our refund policy above.


Used Items
If you have washed or used items (and we can EASILY tell by the way - trade secrets but there are ways we know), you may be able to sell unwanted items through one of the baby forums, or in our facebook selling group or give it away through your local Freecycle initiative. If you return items that we reject for refund/exchange as they have clearly been used or washed, you will need to arrange shipping to have them returned to you. Otherwise we will donate them to nappy libraries or health visitors.


Faulty Goods & Consumer Rights Act 2015
We have very low fault rates on our items as we only buy from quality reliable suppliers but unfortunately faults ocassionally can still occur. If they do we'll do our best to get your problem rectified quickly. Faulty goods can of course also be returned and we fully comply with the Consumer Rights Act 2015. If goods are returned as faulty but we find that they are not faulty, we reserve the right not to reimburse the return postage costs.

Faulty Goods are deemed as manufacturing faults eg a popper came off. Manufacturing fault DOES NOT include wear and tear or excessive wear or tear of: fabrics, fastenings or elastics, not fitting, being outgrown, absorbency issues/leaks, stains, smells, damage due to incorrect washing, damage from washing machines, drying, storage or care of an item.

30 Day Right To Reject
If the item develops a fault within 30 days of delivery please contact us immediately at The Nappy Lady and we will either send you a paid return label or a replacement along with a paid return label. Any fault developing within 30days of deilvery you are entitled to a full refund. After 30 days you will not be legally entitled to a refund if your item develops a fault. Please see definition of Manufacturing Fault above.

From 30 days to 6 months after delivery
If you discover a manufacturing fault within 6 months we will presume it was there at the time of delivery unless we can prove otherwise. Our manufacturers will require the item to be returned and inspected by them to ensure it's a genuine manufacturing fault and not through wear and tear or misuse - please see definition of Manufacturing Fault above. We will need to ask you for in-depth details on how you have used and cared for the product so this can be passed onto the manufacturer. If the item is deemed to have a manufacturing fault we will arrange with the manufacturer to repair or replace your item. If a repair or replacement is not possible or the attempt at repair fails or the first replacement also turns out to be defective you also have a further right to reject the goods for a full or partial refund. No deduction can be made from a refund in the first 6 months following an unsuccessful attempt at repair or replacement. After 6months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part is calcaulated based on the length of time a product is expected to last for example a birth to potty nappy is 24months, a size 1 nappy 9months.

6 Months or More
After the first 6 months the burden is on the consumer to prove the product was faulty at the time of delivery. In practice, this may require some form of expert report or opinion. After 6 months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part is calcaulated based on the length of time a product is expected to last for example a birth to potty nappy is 24months, a size 1 nappy 9months. For example a birth to potty item has a problem after 10month a refund would be price of item / 24months x how many months use you should have had left.

None of this affects your statutory rights. Please feel free to ask any other questions you may have.

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