Cancellation & Refund Policy

We understand that circumstances may change after an order is placed. This Cancellation & Refund Policy explains when an order may be cancelled and the circumstances in which a refund or return may be requested.

Order Cancellation

You may request cancellation of your order within 12 hours from the time the order is placed, provided the order has not already been dispatched.

Once your order has been fulfileld / dispatched, you will receive a shipment intimation.

To request cancellation, please email us with your order number and the reason for cancellation to hi@nappee.com

Cancellation Before Dispatch

If an eligible cancellation request is received before dispatch, the amount paid for the cancelled order will be refunded to the original payment method, subject to any non-refundable payment processing charges, if applicable.

Please allow up to 10 working days for us to process an approved refund. The time taken for the refunded amount to appear in your account may additionally depend on your bank or payment service provider.

Cancellation After Dispatch but Before Delivery

If a cancellation request is made after the order has already been dispatched, cancellation may not always be possible because the shipment is already in transit.

Where cancellation or return-to-origin is possible, actual shipping and return shipping charges incurred in connection with the order may be deducted from the refundable amount, where applicable.

Returns After Delivery

Due to the hygienic nature of baby diapers, we do not accept returns or exchanges merely because of a change of mind, personal preference, or because the customer selected an incorrect size, style, quantity or product while placing the order.

A return or refund request after delivery will be considered only where:

• the product received is defective;
• the product is received in a damaged condition; or
• the product supplied by us is different from the product ordered by the customer.

What Does “Wrong Product Supplied” Mean?

A wrong product means that the product supplied by us does not correspond with the customer's confirmed order.

For example, if the customer ordered a Small size diaper and we supplied a Medium size diaper, this would be considered a wrong product supplied by us.

However, if the customer ordered a Medium size diaper and subsequently discovers that a Small size would have been more suitable for the baby, this will not be considered a wrong product supplied.

Please check the product name, size, style and pack details carefully before completing your order.

3-Day Reporting Period

Any claim relating to a defective, damaged or incorrectly supplied product must be reported to us within 3 days from the date of delivery of the order.

Please provide your order number, details of the issue and clear photographs or other reasonable evidence showing the condition of the product and packaging so that we can review the claim.

Claims received after this period may not be eligible for return or refund.

Opened Packs Cannot Be Returned

For hygiene and safety reasons, opened diaper packs cannot be returned or exchanged.

Please therefore verify the product, size, style and pack details before opening the diaper pack.

If you believe that you have received a defective, damaged or incorrectly supplied product, please contact us before opening the pack wherever the issue can reasonably be identified from the outer packaging.

Return Authorisation

Please do not send any product back to us without first contacting us and receiving return instructions.

Once your request has been reviewed and found eligible under this policy, we will provide the applicable return or resolution instructions.

Refunds for Approved Claims

Where a return or refund claim is approved after verification, the applicable refund will be processed to the original payment method.

Please allow up to 10 working days for us to process an approved refund. Additional time taken for the amount to reflect in your account may depend on your bank or payment service provider.

Contact Us

For cancellation, return or refund requests, please contact us by email to hi@nappee.com and include your order number and relevant details of your request.