Refund policy
Last Updated: July 11, 2026
At NappyNest, we want every purchase to feel simple, reassuring, and thoughtfully supported. We understand that shopping online for baby and parenting essentials requires trust, especially when choosing products intended to make everyday family life more comfortable and organized. For this reason, we offer a clear and customer-friendly return and refund process designed to give you confidence when ordering from our store.
This Return & Refund Policy explains the conditions, timeframes, procedures, and responsibilities that apply when requesting a return, exchange, refund, replacement, or order cancellation from NappyNest.store. By placing an order through our website, you acknowledge and agree to the terms described below.
Please read this policy carefully before submitting a return request. For assistance, contact our customer support team at support@NappyNest.store.
1. Our 30-Day Return Policy
NappyNest accepts eligible return requests within 30 calendar days from the date your order is confirmed as delivered by the shipping carrier.
To qualify for a return, you must contact us within this 30-day period. Return requests submitted after the 30-day window may not be accepted unless required by applicable consumer protection law.
We recommend inspecting your package as soon as it arrives. If you notice damage, missing items, incorrect products, or another order-related issue, please contact us promptly so that we can review the situation and provide an appropriate solution.
Submitting a request within 30 days does not automatically guarantee approval. All returns remain subject to the eligibility requirements stated in this policy.
2. Return Eligibility Requirements
To be eligible for a standard return, the product should generally meet the following conditions:
The item must be unused, unworn, unwashed, and in the same condition in which it was received.
The item must be free from stains, odors, pet hair, makeup, dirt, damage, alterations, or signs of extended use.
All original packaging, tags, labels, accessories, instruction materials, protective coverings, and included components must be returned whenever reasonably possible.
The customer must provide valid proof of purchase, such as the order number, confirmation email, receipt, or other information allowing us to locate the transaction.
The return request must be submitted within the applicable 30-day period.
The return must be authorized by NappyNest before the item is sent back.
Products returned without prior authorization may be delayed, rejected, or returned to the sender.
We reserve the right to inspect returned products before approving a refund, exchange, store credit, or replacement. If an item does not meet the conditions above, we may deny the request or apply a reasonable deduction for loss in value where permitted by law.
3. How to Request a Return
To begin a return, email us at:
Please include the following information:
Your full name
Your order number
The email address used when placing the order
The name of the product you wish to return
The reason for the return
Clear photographs or videos if the item is defective, damaged, incorrect, or materially different from the product ordered
A brief description of the solution you are requesting
Once we receive your message, our customer support team will review the request and respond with return instructions. These instructions may include a return authorization, the appropriate return address, packaging guidance, and any additional information required to process your request.
Please do not send products to our business address or to any address shown on the shipping label unless our support team specifically confirms that address in writing. Return locations may vary depending on the product, supplier, warehouse, and destination country.
4. Free Returns
NappyNest aims to provide a simple and supportive return experience. We offer free return shipping for eligible approved returns, subject to the conditions of this policy.
When a return qualifies for free return shipping, we may provide a prepaid return label or another approved return method. The availability and format of the return method may depend on your location and the carrier services available.
Free return shipping generally applies when:
The item arrived damaged
The item is defective
You received the wrong item
The product is materially different from what was ordered
The order is incomplete due to an error attributable to NappyNest
For change-of-mind returns, free return shipping may also be offered when specifically confirmed by our support team. Customers should not purchase return postage independently unless instructed to do so. Unauthorized shipping costs may not be reimbursed.
5. Damaged, Defective, or Incorrect Items
Please inspect your order immediately after delivery. If your product arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible.
For these claims, we may request:
Photographs of the product
Photographs of the packaging
A photograph of the shipping label
A short video demonstrating the issue
A description of the defect or damage
Confirmation of any missing components
This information helps us verify the problem and determine the most appropriate resolution.
Depending on the circumstances, we may offer:
A replacement product
A full refund
A partial refund
Store credit
A replacement component or accessory
Another reasonable resolution agreed with the customer
In some cases, we may not require the damaged or incorrect item to be returned. Please do not dispose of the product or packaging until we confirm that doing so is acceptable.
Damage caused after delivery through misuse, improper storage, accidental damage, unauthorized modification, incorrect cleaning, normal wear and tear, or failure to follow product instructions is not considered a manufacturing defect.
6. Change-of-Mind Returns
We understand that sometimes a product may not suit your preferences, expectations, or lifestyle. Eligible unused items may be returned within the 30-day return period for a change of mind.
The item must remain in resalable condition and comply with the return eligibility requirements described above.
Original shipping charges, expedited shipping fees, gift-wrapping fees, customs charges, and other optional service costs may be non-refundable unless the return is caused by our error or applicable law requires otherwise.
If a returned product shows signs of use, damage, washing, odor, staining, missing accessories, or incomplete packaging, the refund may be reduced or refused where permitted by law.
7. Non-Returnable Items
Certain items may not be eligible for return due to hygiene, safety, customization, or other practical considerations. Non-returnable products may include:
Items marked as final sale
Gift cards
Customized or personalized products
Products returned after the return period
Used, washed, damaged, or altered products
Items with missing components or packaging
Products that present hygiene concerns after use
Products damaged by misuse or improper care
Items purchased from another retailer or marketplace
Any product identified as non-returnable on its product page
This limitation does not affect rights available to customers under mandatory consumer protection law, including rights relating to defective or misdescribed products.
8. Exchanges
We may offer exchanges for eligible items, subject to product availability.
The fastest way to receive a different product, size, color, or model is often to return the original item and place a new order after the return is approved. This helps avoid delays caused by inventory changes.
Where a direct exchange is available, we will explain the process by email. If the replacement item has a different price, the customer may be required to pay the difference, or we may refund the difference, depending on the situation.
We cannot guarantee that a requested replacement will remain available while a return is in transit.
9. Refund Processing
Once the returned item reaches the designated return location, it will be inspected. After inspection, we will notify you whether the refund has been approved.
Approved refunds are issued to the original payment method whenever possible.
After we process the refund, your bank, card issuer, payment provider, or financial institution may require additional time to post the funds to your account. Processing times vary and are outside the direct control of NappyNest.
In general:
Our internal review may take approximately 3–7 business days after the return is received.
Payment providers may require an additional 5–10 business days, and sometimes longer, to display the refund.
Refunds cannot normally be issued to a different card, account, or person from the one used for the original purchase.
If the original payment method is no longer available, please contact us. We will review available alternatives, subject to payment-provider rules and fraud-prevention requirements.
10. Partial Refunds
A partial refund may be offered in certain circumstances, including when:
The item has been returned with minor signs of use
Packaging is missing or damaged
Accessories or components are missing
The item has lost value due to handling beyond what is reasonably necessary to inspect it
The customer chooses to keep a product with a minor cosmetic issue
A complete refund is not appropriate but a partial resolution is reasonable
We will explain any deduction or proposed partial refund before completing the case whenever reasonably possible.
11. Late or Missing Refunds
If you have received confirmation that a refund was issued but the funds have not appeared, please follow these steps:
Check the original payment account carefully.
Contact your credit card company, bank, or payment provider.
Allow the processing period stated by your financial institution.
Confirm that the refund has not been posted under a different transaction date.
If the expected processing time has passed, contact us at support@NappyNest.store with your order number and refund confirmation details. We will review the payment record and assist where possible.
12. Order Cancellations
Orders may be cancelled before they enter processing or fulfillment.
To request a cancellation, contact us immediately at support@NappyNest.store and include your order number. We will make reasonable efforts to stop the order, but cancellation cannot be guaranteed.
Orders are often processed quickly. Once an order has been packed, transferred to a fulfillment partner, or shipped, it may no longer be cancelled. In that situation, the customer may need to wait for delivery and request a return under this policy.
If we successfully cancel an order, a refund will be issued to the original payment method.
NappyNest reserves the right to cancel an order for reasons including:
Product unavailability
Pricing or listing errors
Suspected fraud
Payment authorization failure
Incorrect or incomplete shipping information
Restrictions affecting delivery
Compliance or security concerns
If we cancel an order after payment has been collected, we will issue an appropriate refund.
13. Refused and Unclaimed Deliveries
If a customer refuses delivery without prior authorization, fails to collect the parcel, or provides an incorrect or incomplete address, the package may be returned to the sender.
In such cases, any refund may be reduced by reasonable costs associated with the original shipment, return shipment, customs charges, storage fees, or carrier handling fees, where permitted by law.
If the delivery issue resulted from an error made by NappyNest, we will work with the customer to provide an appropriate remedy.
Customers are responsible for entering accurate delivery details during checkout and for monitoring tracking information after dispatch.
14. Lost Packages
A shipment is not automatically considered lost solely because tracking has not recently updated. International and domestic carriers may experience temporary delays or missed scans.
If your order appears to be lost, contact us at support@NappyNest.store. We may ask you to confirm your address, check with household members, contact the local carrier, or wait for the carrier’s investigation period.
When a package is officially confirmed as lost, we may offer a replacement or refund, depending on availability and the circumstances of the case.
We are not responsible for packages confirmed as delivered to the correct address but subsequently lost, stolen, misplaced, or taken from an unsecured location. However, we will provide reasonable assistance with carrier inquiries.
15. Return Packaging and Shipping Responsibility
Returned products must be packaged securely to prevent damage during transit.
Whenever possible, use the original packaging and include all accessories and materials. Do not attach shipping labels directly to retail product packaging unless instructed.
When we provide a prepaid label, the customer must follow the accompanying instructions and use the designated carrier.
If a customer independently arranges a return with our approval, we strongly recommend using a tracked shipping service and retaining the shipping receipt. NappyNest is not responsible for unauthorized return parcels that are lost, delayed, damaged, or delivered to the wrong location.
16. Promotional Items, Bundles, and Gifts
If a product was purchased as part of a bundle, promotion, multi-buy offer, or gift-with-purchase campaign, the full promotional set may need to be returned to receive a full refund.
If only part of a bundle is returned, the refund may be recalculated using the regular price of the items retained.
Complimentary gifts may need to be returned if the qualifying purchase is refunded. If the gift is not returned, its stated or reasonable retail value may be deducted from the refund where permitted by law.
17. Chargebacks and Payment Disputes
We encourage customers to contact us before filing a chargeback or payment dispute. Our support team will make reasonable efforts to investigate and resolve legitimate concerns.
Submitting a chargeback while a refund, replacement, return, or delivery investigation is already in progress may delay resolution.
Fraudulent, abusive, or duplicate claims may be challenged using order records, tracking information, customer communications, payment data, and other relevant documentation.
18. Abuse of the Return Policy
NappyNest reserves the right to refuse or limit returns where we reasonably believe there is evidence of:
Return fraud
Repeated false claims
Excessive or abusive return activity
Use of products followed by return attempts
Altered documents or manipulated images
Intentional product damage
Multiple conflicting disputes for the same order
Unauthorized resale activity
This provision will be applied fairly and does not limit mandatory consumer rights.
19. Consumer Rights
This policy is intended to provide clear commercial terms and does not exclude, restrict, or replace any non-waivable rights available under applicable consumer protection law.
Customers may have additional rights depending on their province, state, territory, country, or place of residence. Where this policy conflicts with a mandatory legal requirement, the applicable law will prevail.
20. Policy Changes
NappyNest may update this Return & Refund Policy periodically to reflect changes in our operations, services, legal obligations, payment systems, shipping arrangements, or customer support procedures.
The revised version will be posted on NappyNest.store with an updated effective date. Changes generally apply to orders placed after the updated policy becomes effective unless otherwise required by law.
21. Contact Us
For questions, return requests, refund inquiries, or assistance with an order, please contact:
NappyNest
Email: support@NappyNest.store
Phone: (416) 226-3708
Address: 3375 Rue de Rouen, Montréal, QC H1W 1L4, Canada
Please include your order number whenever possible so that our team can assist you efficiently.
At NappyNest, we appreciate the trust you place in us. Our goal is to make every stage of your experience feel calm, clear, and supported—from choosing the right product to resolving any concern that may arise after delivery.