RETURNS AND REFUNDS

Returns

Any issues please contact us within 14 days of the date you receive the product. Exchange or refunds are accepted within 14 days from being notified.

If you are wishing to return personal use items such as changing mats, disability items – peg covers, drainage bags covers and dignity bib please ensure the packaging is not opened. For hygiene reasons we cannot accept returns if the bag has been opened.

Any returns received with the bag opened will not be accepted. 

How to return?

• We can only accept returns that are unused and in their original, unopened packaging. We are not legally required to accept items which are personalised or specially made for you. All items MUST be returned in a sellable condition.

• Return within 28 days to receive a full refund via the original payment method.

• We only refund the original delivery charge on all full order returns.

• We will refund via the original payment method within 10 working days of receiving your item.

• If you are returning a changing mat it must be unopened and in the original packaging and appropriately wrapped to ensure safe return, any damage caused by return shipping will not be accepted.

• Our changing mats are made from a flexible, durable material however with regular or improper use as with any changing mat they may become subject to wear and tear.

• If you’re returning only part of an order, we won’t be able to refund the original delivery charge.

• Unfortunately as a small business, we do not cover the cost of returns.

Faulty, Damaged or Missing Orders 

We're sorry to hear your item is faulty or damaged, or by mistake you have received an incorrect item or items are missing from your order. Please contact us via the contact page. We will require some more information to ensure we can rectify queries as soon as possible.

• Please report any incidences of damaged, faulty, incomplete or incorrect orders within 48 hours of receiving your item.

• We check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recharge you for the item/s and to recover our fees and expenses from you.

• Packaging from damaged items during transit will need to be kept or photographed as proof of damage in transit to support customer claim. 

• If an item has been missed in error, we will check our stocks and send any such missing item immediately. Please check your order carefully upon receipt. If you have received the incorrect item, we will do everything possible to rectify the situation for you as quickly as we can, however we cannot accept any goods, even those sent to you in error that are not in a resell-able condition or not in their original packaging.

• We will cover the costs of return and replacement of any items found to be faulty or damaged or that has been sent in error.

• If your order arrives incomplete please contact us via the contact page.

• Please obtain a proof of postage/collection from the courier you leave your return parcel with. If your return does not reach us and you don't have proof of postage, we will not be able to refund you. 

Non-Returnable Items

Unfortunately, we would be unable to refund or replace:

• Personal use items such as changing mats, drainage bags, dignity bibs etc unless unopened and in the original packaging.

• Personalised items/made to order.