RETURNS AND REFUNDS POLICY

EFFECTIVE DATE: 25th May, 2024

Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our website Terms and Conditions. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate. Our Returns and Refunds Policy does not affect your statutory rights.

RETURNS WILL BE ACCEPTED FOR THE FOLLOWING REASONS

Damaged or faulty products 

We want you to enjoy our products and take great care to pack them carefully so that they won't get damaged in transit. However, if for whatever reason:

• items arrive damaged or faulty;

• incorrect orders or items are received; or

• items are damaged during shipping;

• then contact us as soon as possible to notify us of the damage or error.

CHANGE OF MIND

We understand that circumstances can change, and you may have changed your mind or no longer require the product.  No problem, we will happily accept returns if you notify us within 14 days of purchase, and the item is unused and in the original packaging - which must be in the original condition. Upon receiving the items and being satisfied that they are unused and in original condition, we will issue you with an exchange or refund.

NOTE: we do not refund the postage fees for change of mind returns, or pay for the return postage. We will cover posting an exchange item to you.

 Please see “HOW TO RETURN CHANGE OF MIND PRODUCTS” below for details on how to return. 

TIMEFRAMES FOR INITIATING A RETURN

We ask that you let us know within 14 days of receiving them in the mail.

We will arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either:

• send a replacement to you; or

• provide you with a refund.

EXCLUSIONS AND NON-RETURNABLE ITEMS

The following items are non-returnable:

• All sales items or discounted items are final unless an item is damaged or faulty.

• Intimate or sanitary products.

HOW TO RETURN PRODUCTS

HOW TO RETURN DAMAGED, FAULTY OR INCORRECT ITEMS

To return an incorrect, faulty or damaged product, please follow the simple steps below:

1. Let us know the issue and that you would like to arrange a product return. Contact us via our Get in Touch form or via email. Provide a description and photo of the issue/damage. We will advise the best address for you to send the products.

2. Pack and seal the item/s in their original shipping package and post them back to us.

3. We will organise a refund or replacement depending on the option you have selected. Please allow for up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability.

HOW TO RETURN CHANGE OF MIND PRODUCTS

To return a change of mind product, please follow the simple steps below:

1. Let us know you would like to arrange a product return. Contact us via our Get in Touch form or via email. We will advise what is the best address for you to send the products.

2. Pack and seal the item/s in their original shipping package and post them back to us.

3. Provided that we receive the products in their original unused and unopened condition we will arrange for a credit note or refund to be provided. Your credit note or refund is awarded after the return item has been received by Maternology. Please keep all email references regarding your application to return or exchange the product.

4.  We recommend that you return the product via Registered post. Maternology will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

    

RESTOCKING FEES OR RETURN SHIPPING COSTS

Restocking fees or return shipping costs may apply in certain cases.

Customers will be notified of any applicable fees or costs during the return process.

WARRANTY INFORMATION 

Some of our products may come with warranties. Warranty details, including coverage and duration, will be provided with the product.  Customers should follow the specific warranty instructions provided for repair or replacement requests.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:

• If the item is damaged or faulty; or

• If we sent you the wrong item.

DISPUTE RESOLUTION 

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

POLICY UPDATES 

We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.