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Refund Policy

Cancellation and Returns Policy

Please note all of our products are individually checked before being dispatched to you. This means we have complete confidence that you will be 100% Satisfied with your products.

In the unlikely event you decide you would like to cancel your order:

(a)  Please notify us as soon as is possible. You can do this via e-mail: sales@lillysclothnappies.co.uk

(b)  Where goods have already been dispatched to you, by returning goods to us in accordance with below terms.

For hygiene reasons we regret that we cannot accept returns of used nappies or sanitary products UNLESS there is a fault with the product.

Items should be returned in their original condition with no signs of usage. You can return goods you have ordered from us at any time within 14 days of receipt for an exchange to the value of the goods bought minus a 5% restocking fee, not including any postage and packing costs. The costs of returning goods to us shall be borne by you.

Upon receipt of the goods we will give you an exchange credit to the value of the goods returned.

The rights to return the goods to us as referred to in clause will not apply in the following circumstances: –

in the event that the product has been used

in the event that the product has been washed

in the event that the product has been damaged, or that the integral packaging has been damaged so that it is no longer in a saleable condition

The provisions of this clause do not affect your statutory rights.


Warranty Information

We will stand behind the workmanship and materials in a properly cared for product for 1 year from the date of purchase.

To make a warranty claim in the first instance please contact us at sales@lillysclothnappies.co.uk with details and photos of the issues you are having. We may request the product be sent to us for examination of workmanship and materials. After reviewing your product with the manufacturer, we may replace the product or provide you with simple instructions to resolve the problem you are having.

Except when caused by manufacturing or component defect, this guarantee does not cover leaking, diaper odour or normal wear/tear.

Warranty is void when:

  • The washing instructions have not been followed
  • The product has been altered.
  • Any of the following has been used in conjunction with the use/care of the product:
    • Water temperatures exceeding 100F or 40C
    • A detergent containing additives (enzymes, brighteners, whiteners, dyes, perfumes, essential oils)
    • Fabric softeners
    • Any caustic substance
    • Diaper rash cream