Without limiting any rights, you have under the Consumer Protection Law, all goods to be returned must have a Goods Return Authority issued by us. The issue of a Goods Return Authority does not guarantee that we will accept the return.
Any kind of return, cancellation, or refund must be requested within seven days of purchasing/receiving the item, regardless of the reason and/or whether it will be accepted for return or refund.
The item I ordered arrived damaged, wrong, or faulty
If your item has arrived and is defective, damaged, or wrong, please notify us as soon as possible from our contact page.
Incorrectly supplied products: If you have accidentally supplied the wrong product, we will supply the correct product (where it is available) or issue a credit/refund. If the Consumer Protection Law applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Protection Law does not apply, the incorrect product will need to be returned to us to supply the correct product. We will need to be notified within seven days of purchase/delivery. The incorrect product supplied must be in resalable/unused condition.
Products damaged in transit: If your product has been damaged during transit to your delivery address, we will replace it (if it is available) or issue a credit/refund. If the Consumer Protection Law applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Protection Law does not apply, unless we agree otherwise, you must notify us within 24 hours of delivery to be eligible for a replacement, credit, or refund.
Products that are faulty upon arrival / first use or otherwise:
If the product you received is defective upon arrival / first use or where the Consumer Protection Law applies, the products do not comply with the guarantees under that Act, we will either repair or replace your product or issue a credit/refund. Without limiting any rights you have under the Consumer Protection Law, to repair, replace or issue a credit/refund for your faulty product, it will need to be returned to us so we can test and confirm that it is defective. If the Consumer Protection Law applies, we will meet our obligations under that Act; otherwise, if the Consumer Protection Law does not apply, all returns of this nature must be made within 14 days of purchase/delivery.
Restocking fees: In some exceptional circumstances, including when products are sold to wholesale customers, we may agree (at our discretion) to accept a return of a product that is not faulty. In these situations, there will be a handling fee of at least 25% of the good’s value. Delivery, service, and assembly fees are not refunded at all.
Without limiting any rights, you have under the Consumer Protection Law:
– faulty goods will be subject to the normal return procedures for the returned brand.
– freight charges will not be credited.
If you purchased online, we would arrange to collect your incorrectly supplied/damaged or faulty goods. This will be at our cost, where such charges are our responsibility under the Consumer Protection Law. Otherwise, you will be liable for all delivery and insurance charges incurred in respect of returned goods.
Clearance Products
Our usual returns policy does not apply to Clearance Items, so please check all details carefully before ordering. Clearance items can not be returned for refund or exchanged for other products; however, if your clearance items are faulty (unless advertised as such), we will meet our obligations under the Consumer Protection Law to provide a remedy.
I’ve changed my mind and no longer want the item I ordered
If you’ve changed your mind, you can return your item at your cost as long as it’s unopened, in mint condition, and returned within seven days of delivery. (excludes special order items) Suppose the item arrives in a different condition. In that case, Nappies Direct reserves the right to reject the return or may, at its sole discretion, apply a 20% restocking fee/damaged return fee, which will be deducted from any credit issued. The shipping for the return will also be at the buyer’s cost. Once we’ve received the item and our returns team confirms everything checks out OK, you will receive an account credit which can be used to purchase a replacement item. Account credit for change-of-mind returns will expire one year after the issue date, so make sure you use this to buy something extraordinary immediately!
Returns Terms
A. Due to hygiene reasons, the change of mind item must be unopened and unused.
B. 20% or $10 (whichever is higher) restocking fee applies for the product to be in a resealable condition.
C. Change of mind items can be returned for a STORE CREDIT ONLY and must be returned within seven days.
D. We do not provide refunds on change-of-mind electrical items – So please read the description carefully.
E. Special order items are excluded and cannot be returned/exchanged if you change your mind/purchase the wrong product by mistake.
F. Please note that if items were eligible for free shipping, we reserve the right to deduct our shipping costs from any refund due.
G. Returns are to be shipped at your expense and must be done with a signature required, as we are not responsible for any returned items lost in the post. Once received, we will process your refund, exchange, or store credit. When you send your item, please include your contact details, order number, and whether you would like a refund, exchange, or store credit. Please only ship items for return after contacting us first.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition, we’ll replace the item or offer a full refund. Please arrange to return the item to Sobha for assessment. You can keep the item you have received, and we can send you the correct item needed with the cost of the difference between the item you have received and the item you ordered. The decision to keep the item without costing the buyer will be Sobha’s based on the item received.
Sobha may update and review the Return and Cancellation Policy without noticing you personally.