1. Return Period

1.1. We accept refunds up to 30 days after you receive your order.

1.2. The date that you receive the order is considered day 1.

1.3. If this period has passed, then unfortunately, we cannot offer you a return.

2. Requesting a Return

2.1. We accept returns only for the following reasons:

2.1.1. The product does not match the description or images

2.1.2. The size does not fit

2.1.3. The product is not suited for the purpose you bought it for

2.1.4. You changed your mind and no longer want the product

2.1.5. The product is broken, damaged or defective

2.2. To request a return, you must fill out the form at: https://pandylane.com/returns and provide the order details, the reason for the return, your preference for the outcome of the return, when we can arrange collection and the collection address.

2.3. The product should be returned to us unopened, or, if you would have had to open the packaging in order to reasonably determine that a return is necessary, in its original packaging. You should package and wrap the product safely as we are not responsible for any damage to or loss of the product(s) while they are in transit to us.

2.4. We do not charge you any delivery, administrative or other fees for the return of your product(s).

2.4.1. The exception to this is where a surcharge applied to the delivery charge, then that same surcharge would apply to the collection of the product(s).

2.5. Please note that delivery charges are non-refundable.

2.6. Products that are purchased via gift certificate are not eligible for a refund, but are eligible for an exchange or credit.

3. Non-Returnable Items

3.1. Certain products are not returnable. These products cannot be restocked for the following reasons:

3.1.1. Health safety and hygienic reasons such as breast pumps and bottles, maternity underwear, breast shields and other similar items

3.1.2. The product would be damaged or consumed such as teethers or single-use only items

3.2. We do not accept returns of non-returnable products once the packaging has been unsealed.

3.3. Whether or not an item is returnable is reflected on that product’s detail page, however, we do not warrant that the information is correct, accurate and without error and we cannot take responsibility for any errors or inaccuracies.

3.4. We do not accept returns of products that have been discontinued by the manufacturer.

3.5. We do accept returns of products that were on sale at the time of purchase, but the value of the return will only be the amount paid for the item, not necessarily the full retail value. The same applies to coupons.

4. Outcome of a Return

4.1. Once the item is received by us, we will assess the condition of the product and inform you of the decision. Should the product, in our reasonable discretion, not be suitable for a return, we are not obliged to accept such return.

4.2. While completing the returns form as mentioned above, you will need to indicate your preferred outcome for the return. If your return is approved, we will communicate this outcome with you, along with instructions to achieve your preferred outcome.

4.3. The following possibilities exist:

4.3.1. Approved

4.3.1.1. This means that your return has been accepted with no additional fees.

4.3.2. Approved with Restocking Fees

4.3.2.1. This means that your return has been accepted, but, due to damaged packaging or reasonable consumption of the product, there may be a reasonable fee that we will deduct from the return in accordance with the Consumer Protection Act, 68 of 2008.

4.3.2.2. This will be communicated to you, and you may still choose to exchange the item, credit your account, or request a refund, however the restocking fees will be deducted from the return value. Any restocking fees will be communicated to you.

4.3.3. Rejected

4.3.3.1. This means that your product does not qualify for a return. In this case, you will need to pay a R99 delivery fee for us to deliver the product back to you.

4.4. If your return is approved or approved with restocking fees, you will have the following options:

4.4.1. Exchange for a Similar Item

4.4.1.1. This applies in the case of an incorrect size, or if you change your mind about the colour, design or other variable attribute of a product.

4.4.1.2. You will need to inform us of which version of the product you would like (for example, exchanging a blue babygrow for a white babygrow, or exchanging a small cot sheet for a large cot sheet).

4.4.1.3. If there are any restocking fees, then you will need to pay these fees to us.

4.4.1.4. If there is a difference in price, you may need to pay in the balance if the desired product costs more than the return value, or, if the desired product costs less than the return value, your account will be credited or you may request a refund.

4.4.2. Credit Your Account

4.4.2.1. We will generate a credit note for your account, and you will receive a gift certificate to the value of the returned amount (after any restocking fees are deducted, if relevant).

4.4.2.2. You may use the gift certificate to purchase items from our store.

4.4.2.3. All gift certificates, including those that are purchased, are non-refundable and non-transferable.

4.4.3. Request a Refund

4.4.3.1. You may request a refund. Refunds are processed through your original payment method.

4.4.3.2. We may request additional information in order to process the refund.

4.4.3.3. It may take up to 5 days for a refund to be processed, thereafter, it may take some time for the funds to reflect in your account.

5. Defective Products & Warranties

5.1. All warranties for products that are used only after your baby is born, become effective from your baby’s birth date. Warrantes for products that are used before your baby is born is effective from the order date.

5.2. All products have a standard 6-month warranty for manufacturing defects. If the products you receive are of poor quality or are defective, please contact us immediately.

5.3. Certain products carry extended warranties from the manufacturer. Warranty claims for these products are handled by the manufacturer or the South African distributor. You may either contact the manufacturer or distributor directly (most products include a warranty card/pamphlet with contact details), or you may contact us and we will put you in touch with the manufacturer or distributor.

6. Misdeliveries & Unsolicited Goods

6.1. If, due to some error, you receive products that you did not order, or if you received a higher quantity than the ordered value, you may:

6.1.1. Reject and return those products; or

6.1.2. Add them to your order and pay for the additional products at their regular selling price at the time the order was initially placed; or

6.2. If you did not place an order, but received products from us, either from an erroneous delivery, or through some other error, we will attempt to contact you to inform you of the error. We do also request that you contact us if you received any products in error so that we can rectify the issue timeously.

6.3. It is your responsibility and obligation to not impede any reasonable actions that we take to recover the products within 20 working days.

6.4. You are not liable for any costs incurred to us as part of the lawful recovery unless you fail to comply with the above clause (see section 21(4) of the Consumer Protection Act, 680 of 2008). You are also not liable for any loss or damage to the products, except in the case of intentional interference with the products, or if the loss or damage is due to gross negligence.

6.5. If you lawfully retain the goods for a period longer than 20 days, then they become “Unsolicited Goods” which means you may keep those products in accordance with sections 21(6)-21(9) of the Consumer Protection Act.