Refund policy

RETURN AND REFUND POLICY

We want you and your little ones to be happy with every Baby Hour order. This policy explains how returns, exchanges and refunds are handled in accordance with applicable South African consumer laws.

CHANGE-OF-MIND RETURNS

You may request a return within 7 days after receiving your order.

To qualify for a change-of-mind return, the item must be:

• Unused, unworn and unwashed
• Unopened and in its original condition
• Returned in its original packaging
• Complete with all accessories, manuals, cables, gifts and promotional items
• Accompanied by proof of purchase

The customer is responsible for the direct courier cost of returning a change-of-mind item. Original delivery charges are not refundable unless required by law.

Please contact us before returning anything. Items sent back without prior approval may not be accepted.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order as soon as it arrives. Contact us promptly if an item is damaged, defective, incomplete or different from what you ordered.

Please provide:

• Your order number
• A clear description of the problem
• Clear photographs or a video showing the item, packaging and fault

If Baby Hour supplied an incorrect, damaged or defective item, we will arrange or cover the reasonable return cost where required. After inspecting the item, we will offer the remedy available to you under applicable consumer law, which may include a repair, replacement or refund.

Nothing in this policy limits your rights under the Consumer Protection Act or any other applicable South African law. Qualifying defective goods may be returned within six months of delivery without penalty and at the supplier’s risk and expense.

ELECTRONIC PRODUCTS AND KIDS’ TABLETS

Electronic products must be returned with their original packaging, charger, cables, accessories, manuals and promotional gifts.

Before returning a tablet or other smart device, please:

• Remove all passwords, PINs and screen locks
• Sign out of personal accounts
• Remove SIM cards and memory cards
• Back up and remove personal information
• Restore the device to its factory settings, where possible

An item will not qualify as defective where the problem was caused by accidental damage, liquid damage, misuse, incorrect charging, unauthorised repairs, physical alterations, failure to follow the instructions, or normal wear and tear.

Issues caused only by third-party applications, mobile networks, internet connectivity or incompatible accessories may not constitute a product defect. We may inspect or test an electronic product to confirm the reported fault without limiting your statutory rights.

NON-RETURNABLE ITEMS

Unless faulty or returnable under applicable law, we cannot accept returns of:

• Personalised or made-to-order products
• Gift cards
• Digital products or downloadable content once accessed
• Products that have been used, damaged, altered or returned incomplete
• Opened hygiene-sensitive items where returning them would create a health or safety risk
• Items missing their original accessories, packaging or promotional gifts

Sale or promotional items remain protected where they are defective, unsafe or incorrectly supplied.

EXCHANGES

To request an exchange, please contact us first. Once the return is approved and received, we will confirm whether the requested replacement is available.

For a change-of-mind exchange, the customer is responsible for the return and replacement delivery costs. Baby Hour will cover reasonable delivery costs where the exchange results from an incorrect, damaged or qualifying defective item.

REFUNDS

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method, normally within 10 business days. Your bank or payment provider may require additional processing time before the money reflects in your account.

Delivery fees are refundable only where required by law or where the return results from Baby Hour sending an incorrect, damaged or qualifying defective item.

CANCELLATIONS

Please contact us as soon as possible if you need to cancel an order. If your order has already been packed, dispatched or handed to the courier, it may need to be handled as a return.

RETURN INSTRUCTIONS

Do not send an item back before contacting us and receiving return instructions. We will provide the correct return address or collection arrangements after reviewing your request.

CONTACT US

For return, exchange or refund enquiries, contact Baby Hour:

Email: [nhlalala.ngobeni01@gmail.com](mailto:nhlalala.ngobeni01@gmail.com)
WhatsApp: 069 504 9291