Returns
We strive to ensure that you are completely satisfied with your purchase. However, we understand that sometimes things don’t go as planned.
Our Returns Policy is designed to provide you with clear guidelines on how to return products, what qualifies for a return, and the steps involved to make the process as smooth as possible.
How do I initiate a return?
To initiate a return, please fill out our Return Request Form with your order details and the reason for the return. Once submitted, our team will review your request and provide further instructions.
What is your return policy?
We accept returns within 30 days of the delivery date, provided the items are unused, in their original packaging, and in resaleable condition. Some items, such as bottles, breast pumps, breast pump parts, dummies, and other personal care products, may not be eligible for return due to hygiene reasons. You can read more about this in our returns policy, or get in touch and we’ll happily assist.
What does the returns process look like?
Step 1 – Fill in the return request form, indicating your preferred outcome.
Step 2 – We will contact you to arrange the collection of your items. Please package your item in a box or bag, and if necessary, print out and attach the waybill that will be sent to you by the Pandylane team.
Step 3 – Once we receive your item at our dispatch center, we will assess your item within 1-3 working days and determine the next steps.
Step 4 – We will inform you of the next steps, and will process the refund, exchange, store credit, etc.
It’s been over 30 days and my product has stopped working. What should I do?
If it has been over 30 days since the date of purchase and your product has stopped working, please get in touch with us as soon as possible.
We’ll assist you in resolving the issue, either through the warranty process by connecting you with the manufacturer or distributor to facilitate any necessary repairs or replacements.
Are there any items that cannot be returned?
You cannot return any item that has been opened and used. Additionally, the following items are examples of non-returnable due to hygiene reasons:
- Breast pumps and breast pump parts
- Baby bottles and nipples
- Pacifiers
- Teethers
- Maternity underwear and bras
- Maternity pads
- Baby hygiene products
- Nursing pads
- Baby towels and washcloths
- Potty training seats
- Other personal care items
If an item is non-returnable, this will be indicated under the “Delivery and Returns” section on the relevant product page.
How long does it take to process a return?
Once we receive your return request form, a team member will be in touch as soon as possible to arrange the collection of your item. Once we receive your returned item(s), we aim to process the return within 3 business days. You will receive a confirmation email once your return has been processed, advising you on whether we have accepted your return and what actions will be taken (full refund, partial refund, store credit, or exchange).
Will I get a refund or store credit?
You can decide! When submitting your return request, you will have the option to choose whether you would prefer a refund back to your original payment method, store credit to use for future purchases, or an exchange.
If you opt for store credit, you’ll receive a voucher code via email that you can apply to any item on our store, making your next shopping experience even easier.
Will I be charged for return shipping?
If your return is within 30 days of the original purchase, you will not be charged for return shipping. We cover the cost to make the return process as smooth and hassle-free as possible for you!
Can I exchange an item?
Yes, you can exchange the product for another product or a different size or colour of the same product. Please indicate your preferences on the return request form.
What should I do if I received a damaged or incorrect item?
Contact us as soon as possible so we can resolve the issue promptly
How will I be refunded?
You will be refunded to your original payment method. If not possible, we may request your banking details to refund you into your bank account.
How do I return an item purchased with a gift card?
Please fill in the return request form. Note that we will not offer a cash refund for these items, but we will provide you with store credit using a voucher code that will be sent to you via email.
