Refund & Return Policy
Eligibility for Return/Exchange
✅ Free Returns/Exchanges (must meet specific criteria below):
· Product Damage: Severely damaged packaging rendering diapers unusable (requires complete unboxing video or photos).
· Manufacturing Defects: Issues like poor sealing, obvious production flaws (e.g., extensive cotton shedding, broken breathable film).
· Incorrect Items: Product model, size, or quantity does not match the order (requires order screenshot + product photos).
· Shipping Damage: Damage caused during delivery (requires photos of damaged shipping box + affected diapers).
· Functional Issues: Severe leakage, excessive lint shedding, failed adhesive tabs, etc. (requires before-and-after photos/videos of use).
Customer-Paid Returns/Exchanges
· Unopened items due to a change of mind.
❌ Non-Eligible Cases (returns/exchanges not accepted):
· Requests submitted more than 30 days after delivery.
· Quality complaints without valid evidence (e.g., verbal claims without photos/videos).
· Opened/used items without clear quality issues (due to hygiene reasons, opened diapers/wipes cannot be returned).
· Incorrect size ordered by the customer.
Return/Exchange Process
Submit a Return Form at the bottom for review by customer service (within 2 business days).Once approved, the return process will begin.
1.Self-return (which may be more expensive)
2.Assisted return by us. The specific process is as follows:
we will send return instructions and a prepaid Australia Post shipping label (we will notify you of the shipping cost in advance).
· Print the label, attach it to the package, and drop it at the nearest post office within 30 days. After 30 days, the label expires, and returns will not be processed.
· If printing is inconvenient, we will email a QR code. Present it at the post office to generate the label.
Exchange:
We will send out the replacement after confirming the received item is in good condition. We cover the shipping cost for outgoing shipments.
Return Address:
Please send your returned item(s) to the following address:
Level 1, Tower 233, Castlereagh Street, Sydney, NSW 2000, Australia
Packaging and Documentation:
Ensure the items are securely packaged to prevent damage during transit. Include your order details (e.g., order number, name, and contact information) with the return to avoid delays in processing.
For further assistance, feel free to contact our customer service team. Thank you for your support and understanding.
Refund
You will get a refund if the product(s) are returned, evaluated and found eligible for return within 15 working days.After receiving and inspecting the returned item(s), we will issue a refund for the order amount minus shipping costs to your original payment method.
For all prepaid orders, we do offer a refund on Visa, Mastercard, American Express, Eftpos, Google Pay, Shop Pay, UnionPay, Apple pay. However, this is not applicable for cash on delivery orders.