Returns & Refunds Warranty

RETURN POLICY

Here at Cloth Club we hope that you love our nappies as much as we do. However, we do understand that buying things online is sometimes tricky and we wish for all our customers to have a great experience.

We do highly recommend to our customers to check out our Size & Fit Guide and each product’s detailed description and additional information before they purchase. With this in mind, we offer our customers the opportunity to return their purchase, if they are unhappy with it, as long as the following conditions are met:

1. The items were purchased directly from the Cloth Club (not through a retailer or stockist).

2. All return requests must be brought to Cloth Club’s attention in writing via email info@clothclub.com.au (or here) within 7 days of the package being delivered.

3. The following information must be provided in the email:

Full Name & Phone Number
Date of Purchase
Order Number
Reason for Return
Number of items being returned
Any additional Notes & and pictures if required.

4. All items must be in the same condition as you received them. We check all our stock before sending it and accept nothing but the same condition we packaged in. This means the item must be unwashed, unworn, undamaged and in the same packaging with all original tags and labels still attached.

Once your products have arrived at our Cloth Club office, your request for a return will be assessed within 2 – 3 business days, upon which you will be provided with a return address.

Please note - that Cloth Club is not responsible for any return shipping costs, unless we have made a mistake with your order or there is a manufacturer’s fault (please see incorrect order and warranty policy below).

Cloth Club is also not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.

Upon receiving your items, Cloth Club will access the returned items against our return policy criteria (outlined above), and at Cloth Club’s discretion will approve or deny your claim.

Once your return is approved you will be provided at Cloth Clubs discretion, with a refunded or store credit for your purchase price amount (this will exclude any shipping charges). We do not refund initial shipping charges for returned items. (Once again, we encourage you to view our product information before purchase).

The refund will be processed directly back into your original payment method. (eg if you paid by credit card, it will be refunded to that card).

We endeavour to have all return claims finalised within 5 business days of receiving the items back. You will be notified once we have finished processing your return claim.

Returns for purchases via a retailer/stockist

All Cloth Club purchases made through one of our retailers/stockists are to be discussed with that specific retailer/stockist. Please refer to that retailer/stockist return policy.

Any warranty claims should also be made directly through the retailer/stockist you have purchased from.

Any returns/refunds/warranty claims of any kind for items purchased through a retailer/stockist, are to be discussed and dealt with through the that specific retailer/stockist where the purchase was made.

What if my item arrives faulty/incorrect?

We of course have a return policy for faulty/incorrect items.

A faulty item is an item with a physical flaw that affects the functionality of the product or that does not match the description, or the incorrect item was shipped to you. The following criteria must be met:

1. The items were purchased directly from the Cloth Club (not through a retailer or stockist).

2. All return requests must be brought to Cloth Club’s attention in writing via email info@clothclub.com.au (or here) within 7 days of the package being delivered.

3. The following information must be provided in the email:

Full Name & Phone Number
Date of Purchase
Order Number
Reason for Return
Number of items being returned
Any additional Notes & and of the fault or defect, or image of incorrect items.

Once your products have arrived at our Cloth Club office, your request for a return will be assessed within 2 – 3 business days, upon which you will be provided with a return address & shipping label.

Upon receipt of the items, they will undergo a review to ensure the above criteria a met, and fault verification in the case of a defect claim. Once cleared, you will receive a refund, credit note or exchange for the purchase price depending on the situation.

You will receive a notification when your claim is finalised.

Any refunds will go directly to the original method of payment used for purchase. Please allow up to 5 business days for returns to be processed. You will receive email notification of the status of your refund once finalised.

WARRANTY

Although we endeavour to produce a high-quality nappy, we do offer a 6 month warranty on our cloth nappies. Provided that the following conditions are met:

Warranty is only extended to the original owner of the product, and proof of purchase must be supplied upon a warranty claim.
All cloth nappies, excluding sale items, are guaranteed against defects in workmanship and materials for a period of 6 months from the date of purchase.
The customer must stop using the product as soon as they notice any defects within the warranty period.

The customer must email us HERE and provide the following information:

Full Name & Phone Number
Date of Purchase
Order Number
Reason for Return
Number of items being returned
Any additional Notes & and pictures of the fault/defect.

Your warranty request will be assessed within 2 – 4 business days.

If we agree that the products are defective, then at our discretion, we will organise a refund, repair or replacement (whichever we think is most appropriate in the circumstances) and will cover associated postage costs.

Please read carefully what is covered by our Warranty

What we COVER under warranty:

Defective snaps or closures
Substantive flaws in fabric and stitching
TPU delamination or disintegration.

What we DON’T Cover under warranty:

Shrinkage in natural fibres (organic hemp/bamboo-cotton will may shrink over time) – to prevent shrinkage please follow our Care Guide instructions.
TPU delamination or disintegration from high temperature washing, being left in the sun for extended periods of time, or being kept wet for extended periods of time or tumble drying which does not comply with the care label.
Damage to inserts from non-compliance with care labels, use of nappy barrier cream, fabric softeners, bleach, or detergents containing whiteners, dyes, perfumes, essential oils, or vinegars as all these can damaged the product over time and create build up.
We do not cover any type of modification to the product such as cutting, stitching, removing aspects, or attaching or incorporating it into any other item etc. This includes removing the care label.
Ordinary wear and tear to any aspect of the nappy including snags to fabric & pilling.
Any fading caused by non-compliance with care labels or being left in the sun for extended periods of time.
Any claim arising from the product being a one size fit most (OSFM) and which this not being an exact fit for a person that falls within our specified weight and sizing range for that product. Our OSFM cloth nappies are designed to fit multiple sizes within the weight & size range provided. If you are outside these range we recommend not purchasing our nappies.
Where the product has been thrown away, destroyed, lost, or damaged through no fault of ours
Where the product has been misused, abused, or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions.