Returning items is really easy, but make sure you read carefully all our conditions below before you fill out our Returns Form.  You will find our Returns Form and return address as the bottom of this page.

Change of Mind

Please choose carefully as we are not obligated to refund any item unless it is faulty. However, we are happy to exchange your items within 30 days of the date you received your order, providing you meet the requirements below. Please note, we may charge a restocking and/or shipping fee.

Returns Requirements:

  • Return must be within 30 days since dispatch of your purchase.
  • Proof of purchase must be provided.
  • Item must be unused and in original condition, including tags attached and packaging unopened.
  • Returns Form must be completed and submitted online AND printed and sent with item - you will receive an email once you have completed the Returns Form, which you can print to send with your item(s).

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 and Snug Wrap Nappy Covers.  However, these items may be covered by our 2-child guarantee.  Please read those terms and conditions to check your eligibility. 

Gift cards are a non-returnable item.

 

Returning damaged goods

All damaged items returned to us, must be in a washed, non-smelly, clean, stain-free and dry condition.  If items are smelly or soiled when returned to us, we will return them to you at your expense.  We will not accept any item that is damaged or is missing parts for reasons not due to our error, or any item returned more than 30 days after delivery dispatch date.  If you wish to return your damaged goods to us, please make sure you meet all of the requirements below.

Returns Requirements:

  • Return must be within 30 days since dispatch of your purchase.
  • Proof of purchase must be provided.
  • Returns Form must be completed and submitted online AND printed and sent with item - you will receive an email once you have completed the Returns Form, which you can print to send with your item(s).

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.

 

Returned Goods

Once a returned item is received and inspected, we will notify you of the outcome of your return request.

We reserve the right to choose at our discretion if we will repair, replace or refund via store credit or original payment method the item you have returned.

 

Shipping Costs

You will be responsible for paying for shipping costs when returning items.

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

Shipping costs are non-refundable. If your order qualified for free shipping, your refund will be the total amount paid MINUS actual shipping costs.

 

Apply for Return

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

 

Where to send my Return

Please send your return, including a copy of your filled out Returns Form to:
Real Nappies
PO Box 5109
Wellington 6140
New Zealand