ReNappy shop refund policy

ReNappy shop refunds, exchanges, and returns policy.

Here at ReNappy, we aim to sell high quality, clean, and well-looked after second-hand reusable cloth nappies. 

As you are purchasing second hand items at a significantly reduced RRP, there will naturally be some imperfections, signs of use/wear etc., and the items will not realistically have the same lifespan as a brand new cloth nappy item. Please bear this in mind when considering getting in touch regarding any issues.

Our refund and exchanges policy works similarly to but more generously timewise than other places (e.g., Vinted).

What you need to know if enquiring about a refund

If there is a physical problem with the item, you must include photos and other relevant evidence and email us at renappyshop@gmail.com

If for any reason you are still not happy with a purchase, we will try our very best to offer you a solution that you are happy with. Please note that you must contact us within 14 days of your delivery date. 

We are not obligated to offer you refunds in any case. All refunds will be at ReNappy’s discretion and based on the quality of the evidence you also provide. 

We do not offer refunds for sale items, discounted items, gift cards, or items bought with gift cards.

We do not offer refunds for items that fail to arrive or have gotten lost in the post as this is the responsibility of the courier. However, do get in touch if this is the case as we will try and resolve this with you and the courier.

Postage is not eligible for a refund so you will need to send the item(s) back to us at your own cost if you do want a refund. Any refunds then sent to you will be for the original item price that you paid (not postage).

Leaks

Refunds based on reports of leaks will only be granted with photos of obvious cracks or delaminaton to the PUL.

Our products are tested with the tea towel test before listing. You are of course welcome to provide your own videos of an adequate and properly carried out tea towel test - please remember that using a soaking wet tea towel will make any wrap leak! Please follow appropriate guidelines for an adequate tea towel test (e.g., The Nappy Lady).

Leaks are not always indicative of a failed PUL or any other issue. Leaks can be complicated and there can be many reasons why products leak, including reasons not related to cloth nappies. There are lots of helpful pages for advice out there - there are Facebook groups and other advice pages. For example - the Nappy Lady reusable nappy Facebook group, cloth nappies UK, and this page for really helpful information about leaks and PUL: https://www.thenappylady.co.uk/news/tea-towel-test-failed-pul

Damages or skin issues

We will not be held liable for any skin damage, soreness, rashes, ammonia burns, or other issue arising from use of reusable nappies bought from us. Please make sure you follow high quality nappy wash guidelines and continue to use your nappy items appropriately. We are not liable for any issues related to ineffective or improper wash routines. 

On receipt of your second-hand nappy purchase, it is your responsibility to ensure you wash the item thoroughly and according to cloth nappy washing guidelines. Our items are in excellent condition, but they are second hand and will still need a long hot wash (preferably at 60 degrees) before using on your child. We recommend washing nappies every other day - any longer and this can cause issues further down the line.

Returns

Unfortunately, we do not offer returns. Please contact us to discuss any issues in line with the above guidance and we will promise to do our best to try to resolve it with you.

Exchanges

We only offer exchanges in exceptional circumstances. Please get in touch if necessary.

Order cancellations

We understand that sometimes circumstances change and you may wish to cancel your order. If you wish to do this, do get in touch ASAP. Our shop is hosted by a 3rd party app (Shopify) and we get charged fairly high fees when customers make orders using debit/credit cards. If you have paid this way and wish to cancel your order, please note that whilst we can send you a refund, we may at our discretion decide to withhold the fees we have been charged as these do not get refunded to us when orders are cancelled. If you pay via PayPal, this will usually not be an issue.

ReNappy shop sellers

If we need to refund a buyer but we have already sent you your funds from the sale, we will get in touch with you. We will either take the refund from further sales you make or ask you to send your funds back to us. We will not refund you the commission taken unfortunately as this will be used to cover subsequent admin costs of arranging the refund. 

 

All other enquiries, please email us on renappyshop@gmail.com