Returns & Refund Policy

At Nanay ‘n’ Baby we wanted to ensure that our customers are 100% satisfied with their purchase. However, we know that it is not always possible. Please let us know if your item does not meet your expectations and we will be happy to assist you.  We act in accordance with Australian Competition and Consumer Commission Law (ACCC) and Consumer Affairs Victoria (CAV). You may wish to read the detailed Refund and Returns Policy at www.accc.gov.au and www.consumer.vic.gov.au.

Please read all the product information carefully before placing your order and always ensure to keep your receipt.

Under Australian Law, we are not lawfully required to provide a refund if:

  • changed your mind and no longer want the product
  • ordered the wrong product
  • found the product cheaper elsewhere
  • found a better product elsewhere
  • were aware of the relevant fault before buying the product (such as if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online)
  • damaged the product by misusing it – (such as if you dropped your mobile phone in water)
  • used the product for a long time and the problem is as a result of usual wear and tear.

However, as our valued customer, we will happily supply you with an exchange/store credit for the items you wish to return. Strictly within 30 day period from the date of the original purchased. This includes shipping your item back to us. Nanay ‘n’ Baby will NOT pay for postage on exchanged or returned items.

Exchange/store credit only applies for the new and unused merchandise. All new and unused merchandise must be in resalable condition: unused, unwashed, and in original condition including any packaging and/or tags attached.  We will not accept items that have pet hair, dirt, stains/marks of any kind, or odors of any kind, including smoke. Please include a copy of your receipt in your package.

Exchange/Store credit will be given once we have received the merchandise and after careful inspection.

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FREQUENTLY ASKED QUESTIONS

 

1. What do I need to make an exchange or refund?

    Always keep your RECEIPT. This always apply when you are buying an item, regardless it is an online shop or not. Nanay 'n' Baby always send receipts and order confirmation to customers via their preferred email address. If you don't have your receipt anymore, kindly provide us your full name, date of purchase, total amount paid and your payment method. In that way, we will be able to track your previous orders.

    2. I just placed my order or I already have my item, however, I changed my mind for some reason or I want to exchanged it for a different item, color, size or can I refund it? 

    At our discretion, Nanay 'n' Baby will be happy to do an exchanged for you. 

    • We are happy to do an exchange for your within 30 days from the date that you purchased your item subject to the following conditions:
      • A receipt is needed. If you don't have the receipt anymore, kindly provide us your name, date of purchase, total amount paid and payment method so we can track your previous order. 
      • item(s) must be on its original condition/saleable condition
      • Item(s) must be unworn, unwashed, or otherwise unused with all original tags/labels attached
      • we will not accept items that have pet hair, dirt, stains/marks of any kind, or odors of any kind, including smoke.
    • We may ask an item to be returned for our inspection prior on processing an exchange or replacement. Kindly note this will not guarantee if you will be allowed to do an exchange. Thus, your return shipping fee is not refundable or we will not provide any credit note.

    ----->>>>> If you just placed your order and we have not shipped it yet, we can still cancel it for you. Let us know which product/items you want to exchange it with and we will be happy to do an immediate exchange for any item for the same price or above. 

    ----->>>>> If you just placed your order, however it's already been shipped but you haven't received it yet, kindly let us know immediately so we can monitor and track your order. All items that we shipped have tracking number for the convenience and peace of mind of our buyer. Once you received your packaged/parcel please let us know immediately. Kindly return it without opening the parcel within 7 days from the date that you received your order. The return address is always indicated outside the parcel/package and can also be found in your receipt. We are located at Unit 7/46 Wedge St. Dandenong, Victoria Australia 3175. We know there are times there will be some issues with the shipping so we require a tracking number for the benefit of both seller and buyer. Please provide to us the tracking number once you already return/send back the parcel/package. We must received the parcel back to us within 14 - 30 days from the date that you send your package.You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes but this is pretty rare.

     ***upto 14 days for domestic shipping

    ***upto 30 days for international shipping

    ----->>>>> if you already have the item and already open the package,

      • We are happy to do an exchange for your within 30 days from the date that you purchased your item subject to the following conditions:
        • A receipt is needed. If you don't have the receipt anymore, kindly provide us your name, date of purchase, total amount paid and payment method so we can track your previous order. 
        • item(s) must be on its original condition/saleable condition
        • Item(s) must be unworn, unwashed, or otherwise unused with all original tags/labels attached
        • we will not accept items that have pet hair, dirt, stains/marks of any kind, or odors of any kind, including smoke.
      • We may ask an item to be returned for our inspection prior on processing an exchange or replacement. Kindly note this will not guarantee if you will be allowed to do an exchange. Thus, your return shipping fee is not refundable or we will not provide any credit note.
      •  Please return your merchandise within 5 days from the date that you received your authorisation reference number from us . I know there are times there will be some issues with the shipping so we require a tracking number for the benefit of both seller and buyer. Please provide to us the tracking number once you already return/send back the parcel/package. We must received the parcel back to us within 14 - 30 days from the date that you send your package.You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes but this is pretty rare.

    ***upto 14 days = domestic shipping

    ***upto 30 days = international shipping

      • Once we received the item, we will notify you immediately. Please allow 24 hours for Nanay 'n' Baby to inspect the item. After careful inspection and your item is in saleable condition, we will proceed with the exchange immediately. Nanay 'n' Baby will provide you a new invoice for your exchange item. Please note that shipping fee will apply.
      • However, if your item is no longer in saleable condition you will be notified within 24 hours and we will return the item back to you. We will not charge a shipping fee for returning the item back to you.

    3. I received a defective item, what can you do?

    If you received a defective item, kindly advise us immediately before the warranty expires.

        • If within the warranty period, Nanay 'n' Baby is happy to offer you an exchange, credit note, free repair or refund. Please be detailed and describe to us how did you find out it is a defective item. 
        • If it's beyond the warranty period, Nanay 'n' Baby is happy to do the repair for you for the following item:
          • repair of snap button, zipper, hook and loop fasteners
          • re-stitching
        • Please be advised that there is a standard fee of $15 for repairing your item. 
        • You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes but this is pretty rare.

    4. I received a wrong item, wrong size, or wrong color, what can you do? 

    We sincerely apologized if we have made a mistake about your item. We will ensure that this will not happen anymore. 

    Should you have an error with your order, please contact us immediately within 10 days upon receiving your order. Nanay 'n' Baby will exchange the item for you.

    know there are times there will be some issues with the shipping so we require a tracking number for the benefit of both seller and buyer. Please provide to us the tracking number once you already return/send back the parcel/package. We must received the parcel back to us within 14 - 30 days days from the date that you send your package. Do not forget to give us a copy of your shipping invoice, so we can give you a credit note or a voucher. 

    Nanay 'n' Baby will not charge you any shipping fee due to our human error.

    5. Can I refund or exchange an item if I use Rewards Program for purchasing?

    Please note that you can only exchange the item for the same price or above. Otherwise, you may also choose a credit note that you can use anytime.

    6. RECEIVING REFUND

    For receiving refund, you may either choose if you want to received your refund via bank transfer or refund it back based on your payment method (PAYPAL, CREDIT/DEBIT CARD, DIRECT BANK DEPOSIT). 

    7. Issues about your payment and postage, kindly refer to our Payment & Postage Policy

     

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