At Babyonline, we want you to know what to do if you change your mind, order the wrong product, receive an incorrect item or believe a product may be faulty.

Please contact us before returning a product or travelling to one of our stores.

This allows us to confirm whether the return is eligible, provide the correct return instructions and check whether a replacement product is available. Please include your order number or other proof of purchase when contacting us about a return.

Phone: (09) 570 6660
Email: info@babyonline.co.nz

Quick guide

Changed your mind or ordered the wrong product: Eligible products may be returned for store credit, subject to the conditions below.
Babyonline sent the wrong product: Contact us and we will arrange the correction.
Product may be faulty: Contact us with your order details and photos or video where appropriate.
Unopened nappies are no longer the right size: Eligible unopened packs may be exchanged.
Returning to an Auckland store: Contact us first so we can approve the return and check stock availability.

Change of mind or incorrect product ordered

We may accept eligible products for return if you change your mind or accidentally order the wrong item.

Clearance products

Products marked CLEARANCE or REDUCED TO CLEAR cannot be returned for change of mind.

Change-of-mind return conditions

To be eligible for a change-of-mind return:

Proof of purchase must be provided.
The product must be unused and in brand-new, resaleable condition.
The product must be returned in its complete original packaging.
All components, accessories, instructions and promotional items must be included.
The product must meet the hygiene, health and safety conditions explained below.
The return must be approved by Babyonline before the product is sent back or brought to a store.

Products that cannot be returned for change of mind due to hygiene, health and safety reasons

For hygiene, health, safety and product-integrity reasons, some products cannot be returned or exchanged for change of mind once they have been opened, tried, used, assembled, installed or removed from sealed packaging.

These products may include:

Opened packs of nappies, nappy pants, wipes and other disposable products;
Feeding, breastfeeding or expressing products that have been opened or used;
Personal-care, hygiene or intimate products that have been opened or used;
Formula, food, supplements or other consumable products that have been opened;
Products with a hygiene seal, tamper-evident seal or sealed inner packaging that has been opened, removed or damaged;
Products that cannot be safely resold after use, installation or assembly; and
Any product clearly identified in its product listing as non-returnable for hygiene, health or safety reasons.

Opening an outer courier or shipping carton is acceptable. However, any sealed retail packaging, hygiene seal, tamper-evident seal or inner product packaging must remain unopened and undamaged.

Returns within 14 days

No restocking fee will apply where an eligible product is returned within 14 days of delivery or store collection and all other return conditions are met.

Approved change-of-mind returns are issued a store credit. We do not provide bank payment/card/cash refunds for change-of-mind returns.

Returns requested after 14 days

We reserve the right to decline a change-of-mind return requested after 14 days.

Where we agree to accept a late return, all normal return conditions must still be met. A restocking fee of at least 20% of the product price may apply, depending on the time elapsed, the product, its condition and the handling required.

Return and exchange delivery costs

For change-of-mind returns and products ordered incorrectly by the customer, the customer is responsible for:

Returning the product to Babyonline; and
The delivery cost of sending any replacement or exchange product to the customer.

Alternatively, an approved return or exchange may be completed at one of our Auckland stores.

The required replacement product may not be available at that location, so please contact us before travelling to a store.

How to request a change-of-mind return

Email info@babyonline.co.nz with:

Your order number;
The product you would like to return;
The reason for the return; and
Photos of the product and packaging if requested.

We will confirm whether the return is eligible and provide return instructions.

Please package the product securely. We recommend using a tracked delivery service, as the product remains the customer’s responsibility until it is received by Babyonline.

Store credit will be processed after the returned product has been received, inspected and confirmed to be in brand new condition.

Incorrect product received

If you believe Babyonline has sent you the wrong product, first check the item against your invoice or order confirmation.

We reuse suitable outer shipping cartons where possible, so the branding or description printed on the outside of the shipping carton may not match the product packed inside.

You may open the outer shipping carton to check the item. However, please do not open, remove or damage any sealed retail or plastic packaging. Take a clear photo of the unopened product and contact us for instructions.

Email info@babyonline.co.nz with:

Your order number;
A brief explanation; and
A clear photo showing the product received.

If we supplied a product that is different from the one shown on your order confirmation, we will arrange the return and correction at no cost to you.

If the product received matches the item ordered, but the wrong product was selected during checkout, the change-of-mind conditions above will apply.

Please do not travel to a physical store for an exchange until you have contacted us and received confirmation.

Faulty, damaged or incorrectly described products

Please contact us promptly if you believe a product is faulty, damaged or does not match its description.

Please provide:

Your order number or other proof of purchase;
A clear description of the issue;
Photos or video showing the problem where appropriate;
Details of when and how the problem occurred.

We may request further information or ask for the product or affected part to be returned for assessment.

Important: Please do not dispose of the product, discard faulty parts, arrange your own repair or continue using a product that may be unsafe until you have contacted us and received instructions.

Where a product is confirmed to be faulty, Babyonline will provide an appropriate remedy in accordance with the applicable warranty and New Zealand consumer law.

Depending on the nature of the problem, this may involve a repair, replacement or refund.

We will advise you about the appropriate return arrangements. Where a product is confirmed to be faulty, reasonable return costs will be reimbursed.

If returning the product would be difficult or expensive because of its size, weight or nature, please contact us before arranging transport so we can discuss collection or another suitable process.

What warranty applies to Babyonline products?

Babyonline provides the following written limited warranties against defects in materials and workmanship:

Hardware products: 1-year limited warranty
Toys or other small items: 3-month limited warranty

A different or longer warranty may apply where this is stated in the product listing, product packaging or manufacturer documentation.

What the warranty does not cover

The warranty does not cover:

Ordinary wear and tear;
Accidental damage;
Misuse or unreasonable use;
Incorrect assembly;
Failure to follow the product instructions;
Inadequate maintenance;
Unauthorised repairs, modifications or alterations; or
Damage caused by using the product for a purpose for which it was not designed.

These written warranties apply in addition to any rights customers may have under the New Zealand Consumer Guarantees Act.

Please retain your proof of purchase and contact us promptly after discovering a possible fault.

Unopened nappy and nappy-pants size exchanges

We understand that children grow quickly and that committing to a larger quantity of nappies or nappy pants can feel like a big decision.

Eligible unopened packs may be returned for an exchange, subject to the following conditions:

The individual pack must remain unopened and undamaged.
Opening the outer shipping or cardboard carton is acceptable, provided the packs inside remain sealed.
The products must be clean and in resaleable condition.
Proof of purchase is required.
The exchange must be approved before the products are returned or brought to a store.

Customers are responsible for the cost of returning the products and the cost of sending the replacement products.

You may also request an exchange at one of our Auckland stores. Please contact the store first to confirm that the required brand and size are available.

A price difference may be payable or credited where the replacement product has a different price.

Customers who are unsure about the fit of a particular product are welcome to purchase a sample pack before ordering a larger quantity, where sample packs are available.

Faulty nappies, training pants, nappy pants, wipes and disposable products

A disposable product may have a manufacturing fault where, for example, it has:

Missing or defective fastening tabs;
Missing leak guards;
Missing frontal tape;
Incorrectly sealed sections; or
Another visible manufacturing defect.

Leaks do not always indicate a manufacturing fault. Nappy fit can be affected by the child’s size, body shape, fastening and the cut of the particular brand. A nappy that is too small or too large may not perform correctly.

What to do if you notice a possible fault

Stop using the product and contact us promptly; ideally, contact us before using more than five pieces.
Retain the remaining products and original packaging.
Keep some examples showing the reported fault.
Provide the batch number printed on the packaging when requested.
Send clear photos or video where possible.

We may need to inspect the remaining products or request sample items so we can assess the claim and report the issue to the manufacturer.

Continued use after a fault becomes apparent may affect the number of used items that can reasonably be included in a credit or replacement.

Please do not dispose of the products or packaging until we have confirmed that they are no longer required.

Promotional gifts and Buy X, Get Y Free offers

Where a free product or promotional gift was supplied with a qualifying purchase, the free item must also be returned if the qualifying purchase is returned for change of mind or the full purchase is cancelled and refunded.

For a change-of-mind return, the promotional item must be unused and in its original condition.

Promotional gifts:

Cannot be exchanged independently;
Cannot be returned for separate credit or cash;
Have no separate cash value; and
May need to be returned before store credit or another applicable remedy is completed.

We may provide different instructions depending on the promotion and the reason for the return.

Nothing in this section limits a customer’s rights where the qualifying product or promotional product is faulty or otherwise covered by applicable consumer law.

Purchases made for business use

Where products are purchased for business purposes, the purchaser’s rights may differ from those applying to personal or household purchases.

Where Babyonline and a purchaser who is in trade have agreed to contract out of the Consumer Guarantees Act, and it is fair and reasonable to do so, the Consumer Guarantees Act will not apply to that transaction.

Please contact us before purchasing if goods will be used for commercial, retail, manufacturing or service-provider purposes and you need clarification about the applicable warranty terms.

Your rights under New Zealand consumer law

Nothing in this Returns, Refunds and Warranty Policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.

Written Babyonline or manufacturer warranties operate in addition to applicable statutory consumer rights.

Policy updates

Babyonline may update this policy from time to time without prior notice.

Contact Babyonline about a return

Please contact us before returning a product or travelling to one of our stores.

Online orders and general enquiries