Return Policy
This policy applies to products purchased under the Grow Baby brand from our online store or as a Grow Baby Stockist.
If you have purchased a Grow Baby product from our online store or are a Stockist, please contact our support centre directly.
If you have purchased a Grow Baby product at a Stockist, please contact the Stockist directly and they can take it up with our support team. This is because your invoice is done via the Stockist and not directly with Grow Baby.
CARING FOR OUR PRODUCT
To properly enjoy and cherish our range of wooden toys for years to come, it is important not to immerse the product in water as it will expand and contract. As wood is sustainable and unique in nature, each piece is grown with its own DNA. Our products are specifically crafted for quality and durability.
We will not accept any returns or refund requests based on water damage, or contact with water, to our products.
PRODUCTS THAT CAN BE RETURNED
- Factory fault or damaged product – A product that has malfunctioned or broken upon receipt..
- Non damaged product – A product that has not been used and still in the original packaging.
PRODUCTS THAT CANNOT BE RETURNED
- Products with water damage
- Discontinued products
- Sale Items
- Gift cards
- Products that have been used, worn and not in the same condition as it was received
- Products that are shelf-worn and therefore unsuitable for return to stock for resale
- Products that have been sold to a customer and not sold for over 2 months
- Products that have been modified or personalised by the customer
THE RETURN PROCESS
To be eligible for a return, you must notify our support team or stockist via email of the faulty or incorrect item within three working days of delivery. All returns must occur within 14 days from receipt of delivery.
Our support team contact : orders@growbaby.co.za
Please include the following with your return:
- Order number
- Purchase date, month and year
- Description of the defect
- Photo(s) of the defect / damage / incorrect product
- Description of the complaint
After our support team has assessed your return, the product will need to be sent back within 14 days. See the below address.
Grow Baby Head Office
4 Milner Street , Paarden Eiland , Cape Town, 7405, South Africa
THE EXCHANGE PROCESS
Due to the nature of the product, we will only accept a product exchange if the same principles of the return policy are met, as stated above.
THE DELIVERY PROCESS
After our support team has done a full investigation into your return , please note the below delivery process.
- All delivery costs for returned items are at the customers expense. This is non-refundable, unless Grow Baby stipulates otherwise
- The customer is advised to use a reputable courier, with tracking and insurance services.
- The proof of a waybill number is imperative in order to confirm that Grow Baby has received the returned package.
- Grow Baby will not be held responsible for lost or damaged products on the customers return delivery.
THE PRODUCT WARRANTY
Grow Baby has a six-month warranty on all products. This covers manufacturing flaws.
As the product is made from wood, each item is unique to the wooden elements of each cut. No one component of the product is the same.
The warranty does not apply to any damage due to wear and tear or usage. Damage caused by accidentally dropping the item or misplacing parts of the product, for example, is not covered by our warranty.
If you want to apply for warranty, please contact our support team on the above address with the return enquiry steps.