Refund policy

We want you to feel confident shopping with us. If something isn’t quite right, we’re here to help.

Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be unused and in the same condition you received it
  • It must be in its original packaging, with all tags and accessories included
  • You must provide proof of purchase (e.g. order confirmation or receipt)

To request a return, please contact us at via the contact us page with your order details.

If your return is approved, we’ll provide instructions on how and where to send your item. Items sent back without prior approval will not be accepted.

Return Address

All approved returns must be sent to:

Babies.co.nz
62 Kerwyn Ave
East Tamaki
Auckland 2013
New Zealand

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer
  • For exchanges or change-of-mind returns, customers are also responsible for any shipping costs for replacement items
  • We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival. If your item is:

  • Damaged
  • Faulty
  • Incorrect

Contact us as soon as possible with photos and details so we can assess the issue and resolve it promptly.

Where a product is faulty, we will provide a remedy in accordance with the Consumer Guarantees Act.

Exchanges

The fastest way to exchange an item is to:

  1. Request and return your original item, and
  2. Place a new order once your return has been approved

Non-Returnable Items

We do not accept returns or exchanges on:

  • Sale, clearance, or end-of-line items
  • Gift cards or gift vouchers
  • Toiletries and personal care items
  • Products of a hygiene nature (e.g. nappies, wipes)
  • Food and consumables (including formula)
  • Mattresses that have been opened
  • Software, DVDs, or similar products
  • Custom or personalised items

If you are unsure whether your item is eligible, please contact us before purchasing.

Outlet Store Purchases

Items purchased from our outlet store are subject to a separate returns policy. Please refer to our outlet returns policy for details.

Refunds & Store Credit

We do not offer refunds for change-of-mind purchases. If your return is approved, you will be issued a store credit. If a return is accepted, we reserve the right to deduct:

  • Payment processing (credit card) fees
  • Administration fees (if applicable)
  • Packaging fees (for large or bulky items such as nursery furniture)
  • The true cost of shipping, including orders where shipping was subsidised or free (e.g. orders over $200)

Shipping Charges (Important)

Our shipping rates are subsidised. If you return an item due to change of mind:

  • Original shipping costs will be deducted from your store credit
  • This applies even if free shipping was offered at checkout

Warranty & Repairs

If you are returning a product for warranty assessment or repair:

  • Shipping the product back to us is at your cost
  • If the item is outside the warranty period or proof of purchase is not provided, we may charge:
    • A service fee
    • Parts and repair costs
    • Return shipping costs

Important Note on Your Rights

This policy does not limit or replace your rights under the Consumer Guarantees Act 1993.

Questions?

If you have any questions about returns, exchanges, or warranty claims, please contact us.