Returns & Exchanges

Returns

We will happily exchange any unopened, unused product in their original and re saleable condition even disposable eco nappy packets that were purchased in bulk! However we can not exchange any perishable products such as food or products that have been pre ordered/special order from a supplier.

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 packaging.

How do I make an exchange?

We will happily exchange any unopened, unused product in their original and re saleable condition. However we can not exchange any consumable products such as food or products that have been pre ordered/special order from a supplier. Please see the return options below.

1. Personally Return to Store

You can return item(s) to our Nappy warehouse at 3/19 Mills Road, Braeside for an exchange or Credit Note between 8am-1pm Monday to Friday.

2. Send back to Store

If you can not make it personally to The Nappy Shop, please complete our Returns Form and send it back to us along with the item(s) you wish to return. Once we have checked item(s) are unopened, un-used and in resalable we will email you a Credit Note to use at your next order.

3. Collect with next delivery

Please leave item(s) along with completed Returns Form out for us to collect with your next Nappy Shop Delivery. Please check our Nappy Shop Delivery Suburb List to make sure you are eligible for this method of returns.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable by Consumer Law in Australia)
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 a certain amount of days.

Late or missing refunds (if applicable)
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 questions@thenappyshop.com.au.

Sale items (if applicable)
Only regular priced items may be exchanged, unfortunately sale items cannot be exchanged.

Ship To
To return your product, you should return your product to: 3/19 Mills Road, Braeside VIC 3195.

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.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

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

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