Refund policy

We want you to be completely happy with your purchase. If something isn't right, here's how returns and refunds work.

Return Window

You have 7 days from the date you received your product to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

Unused and unworn
In the same condition that you received it
In its original packaging, with all tags, labels, and accessories included
Free from any signs of use, damage, or alteration

Items that do not meet these conditions will not be accepted for return, and may be sent back to the customer at their own cost.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return once opened, including but not limited to feeding products, breast pumps, and similar personal-use items.

How to Start a Return

To start a return, contact us at support@nestlybaby.co.za with your order number and the reason for your return. We'll provide instructions on where to send your item.

Items returned to us without first requesting a return will not be accepted.

Return Shipping Costs

If you are returning an item because you've changed your mind or ordered the wrong product, you are responsible for the cost of return shipping.
If your item arrived damaged, defective, or incorrect, we will cover the cost of return shipping and arrange this with you directly.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery with your order number and photos of the issue. We'll arrange a replacement, exchange, or refund at no additional cost to you.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

Approved refunds will be processed to your original payment method within 5–10 business days, depending on your bank or card provider.
Original shipping charges are non-refundable, except where the return is due to our error (e.g. damaged, defective, or incorrect item).

Exchanges

If you'd like to exchange an item for a different size, colour, or product, please contact us. Exchanges are subject to the same eligibility conditions as returns above, and any price difference will be charged or refunded accordingly.

Product Recalls & Safety Notices

As a retailer of baby safety products, we take product safety seriously. If a product you've purchased from us is subject to a manufacturer recall or safety notice, we will contact affected customers with instructions, which may include a free return, replacement, or refund regardless of the standard return window.