Refund policy

Buy Now returns and exchanges

A return or exchange request for a Buy Now order must be raised within 48 hours of delivery.

To be eligible, the item must be unworn, unused and returned with its original tags and packaging. Proof of purchase is required. Returns are subject to receipt and quality inspection before approval.

We provide free pickup for eligible change-of-mind returns.

Hygiene and consumable items

Disposable diapers and diaper pants, disposable baby wipes, and baby skincare and bath consumables are excluded from change-of-mind returns and exchanges. This includes body washes, shampoos, lotions, creams (including rash creams), powders, soaps and cleansing bars, and massage oils.

To request a return or exchange, email hello@pannolinobaby.com or use the Contact Us page. Include the order number, item details and reason for the request. Items sent back without return instructions may not be accepted.

Refunds

Once the returned item has been received and passed quality inspection, an approved refund will be processed within 3 to 5 working days. Your bank or payment provider may require additional time to credit the amount.

Damaged, incorrect or defective items

Please inspect the order on delivery. Report an incorrect, damaged or manufacturing-defect item within 48 hours, with the order number and clear photographs, so that it can be assessed. If we confirm that an item is incorrect, damaged or defective, it qualifies for free pickup, a refund, or both, as appropriate. This also applies to products in the excluded hygiene and consumable categories.

Try & Buy orders

Items purchased after a Try & Buy session cannot be returned or exchanged after the session except where a manufacturing defect is identified. Manufacturing-defect claims remain subject to reporting, inspection and refund timelines described above.