Refund policy
Please Note: We strictly offer refunds ONLY for products that are damaged, faulty, or incorrectly sent. For sizing issues, we offer exchanges only via our "Return & Re-order" process. We do not offer refunds, cancellations, or returns for "change of mind" once an order has been placed or dispatched.
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DAMAGED, FAULTY OR MISSING GOODS
We inspect every item before dispatch. If you receive a faulty item, please contact all4babyteam@gmail.com within 3 days of delivery (as tracked by the courier) with photos and a description of the defect.
• Shortages: Any claims for missing items within a delivered parcel must be reported within 24 hours of delivery, accompanied by photos of the original packaging and the packing slip.
• Resolution: Each case is reviewed individually, and we will provide a resolution based on the specific nature of the defect. This may include a full refund or other remedies at our sole discretion.
• Visible Damage on Arrival: If the outer packaging arrives clearly damaged, please take photos before opening. This is essential for our claims process with the courier.
• Refunds Without Return (Condition for Decommissioning): To satisfy our insurance and internal loss-adjustment requirements for writing off damaged stock, we may not require you to post the faulty item back to us. However, in such cases, a refund will only be processed upon receipt of a short video proof showing the item being rendered permanently unusable (e.g., cutting through the main fabric with the product label clearly visible). This ensures the item is officially decommissioned from our inventory and cannot be re-sold or used. If the item is not decommissioned as requested, we reserve the right to decline the full refund.
• Physical Inspection: If a physical return is required for inspection, the item must be posted back within 7 days. Upon verification, we will provide a remedy in accordance with the Consumer Guarantees Act (NZ).
• Note on Freight: Refund amounts are limited to the purchase price of the faulty item only. Original shipping fees are non-refundable as the service has been rendered by the courier.
• Wear & Tear / Washing: This policy does NOT cover damage caused by normal wear and tear, misuse, or failure to follow the care instructions on the garment label (e.g., shrinkage due to incorrect washing/drying).
• Special Care for Waterproof Gear: Specialized waterproof items (e.g., overalls, rain jackets) require specific care. Damage caused by machine washing, fabric softeners, or high-heat drying will void all warranty and refund claims.
• Sensitivity: All4Baby NZ is NOT liable for individual allergic reactions or skin sensitivities. We recommend washing non-waterproof garments before first use.
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EXCHANGE FOR SIZING
If you require a different size, we use a "Return & Re-order" process to ensure inventory accuracy and fast delivery:
1. Contact Us: Email us at all4babyteam@gmail.com within 3 days of receiving your parcel.
2. Place a New Order: Purchase the correct size directly on our website to secure stock and ensure immediate dispatch.
3. Return the Original: Ship the original item back to us (at your expense) within 7 days. It must be unwashed, unworn, and in its original packaging with all tags intact.
4. Restocking Fee: Please note that depending on the circumstances, a 10% restocking fee may apply to cover the costs of order reprocessing, administrative labor, and the potential loss of sales while the item was held in your inventory. This fee will be deducted from your refund.
5. Refund: Once received and inspected, we will issue a refund for the item price (original shipping costs are non-refundable).
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NO CANCELLATIONS
• Change of Mind: Our team operates with high efficiency to ensure orders are dispatched as quickly as possible. We do NOT accept cancellations or refund requests due to a "change of mind" or further research performed after an order is placed. Please review all size guides and product descriptions thoroughly before purchasing.
• Color & Size Variance: Please note that actual colors may vary slightly due to monitor settings and lighting. Additionally, a manual measurement tolerance of 1-3cm is standard for textile products. These variations are NOT considered manufacturing defects.
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CLEARANCE & SALE ITEMS
• Final Sale: All items purchased on clearance or as part of a special sale event are considered FINAL SALE.
• No Returns/Exchanges: We do NOT accept any requests for refunds or returns on these items for sizing or "change of mind."
• Faulty Clearance Items: For verified defects on clearance products, we provide REFUNDS ONLY. Due to stock limitations and logistics costs, exchanges are not available. The "Proof of Decommissioning" video process may be required for refund processing.
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RETURN CONDITIONS
To be eligible for an exchange or a fault inspection, items must be:
• Unwashed, unworn, and unused.
• In their original packaging with all tags and labels intact.
• Items must be free of any odors (including smoke, perfume, or pet smells). If an item is returned with a distinct odor or pet hair, it will be deemed "used" and rejected for exchange or refund.
• Note: We cannot accept returns where the original packaging is damaged or labels have been removed. Items that have been altered from their original state will be returned to the customer at their expense.
• IMPORTANT: Please do NOT return any items without prior authorization via email. Unauthorized returns will not be processed and may be returned to the sender at their own expense.
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LATE RETURNS
• Policy: Items posted back to us outside of the 7-day return window (without prior agreement) will NOT be accepted for refund or exchange.
• Return Shipping: We will notify you if your return is rejected due to being late. The item will be held in our warehouse for 14 days, during which you may arrange to pay for the return shipping to have it sent back to you.
• Disposal: If return shipping is not paid within 14 days, the item will be considered abandoned and disposed of at our discretion.
• Condition of Returns: Items returned to us must be free of any odors (including smoke or dampness). If a returned item is received in a condition that prevents it from being resold, it will be rejected.
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SHIPPING & FEES
• Return Shipping: All return shipping is at the buyer’s expense. We require returns to be sent via tracked shipping with a signature required. We are not responsible for returned items lost in transit.
• Incorrect Address & Unclaimed Parcels: We are not responsible for orders delivered to an incorrect address provided by the customer. If a parcel is returned to us as unclaimed, the customer is responsible for re-delivery fees.
• Non-Refundable Costs: Original shipping costs are non-refundable. If your order was eligible for free shipping, we reserve the right to deduct the actual shipping cost from any refund due.
• Afterpay/Admin Fees: Any approved refund (at our discretion) will incur a 10% administration fee. For Afterpay orders, this fee is mandatory to cover non-refundable provider costs.
• Delivery Timeframes: While we dispatch orders promptly, we are not responsible for delays caused by the courier service. Shipping fees will not be refunded due to delivery delays beyond our control.
• Lost Parcels: Once an order is marked as "Delivered" by the courier, it is the customer's responsibility. If you believe your parcel is lost in transit, please contact us within 7 days of the expected delivery date so we can assist in launching an investigation with the courier.
• Authority to Leave (ATL): Most NZ couriers operate on an "Authority to Leave" basis. If you choose to have your parcel left at your door/property, All4Baby NZ is not liable for any missing or stolen items once the courier provides proof of delivery.
• Gifts: If you received an item as a gift, any exchange or refund must still be initiated via the original purchaser and comply with all return conditions. Refunds will only be issued to the original payment method used for the purchase.
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LEGAL & UPDATES
• Stock Availability: We strive to keep our inventory accurate. However, in the rare event of a stock error, we reserve the right to cancel and fully refund any item that is no longer available.
• Policy Updates: All4Baby NZ reserves the right to update these terms at any time. The policy in effect at the time of purchase will apply to your order. All4Baby NZ reserves the right to make the final decision on all requests.