Refund policy
returns
we want the pouch to work for you and your carrier. if it doesn't, you have 30 days to send it back.
change of mind and fit
if the fit isn't right — it doesn't sit well on your carrier, or it's simply not what you expected — you can return it within 30 days of delivery for a refund.
to be accepted, the item needs to be:
- unused and unworn, beyond trying it on your carrier
- free of marks, pet hair and odours
- returned in its original box and any tags attached
we're a baby brand, so we're strict about condition. anything that comes back visibly used can't be resold, and we'll have to send it back to you.
how to start a return
email hello@nestedofficial.com.au within 30 days of delivery with your order number and a line about what didn't work. we'll reply with a return address and instructions.
please don't send anything back before you've heard from us.
return postage
for change of mind and fit returns, return postage is at your cost. we recommend a tracked service — until it reaches us, the parcel is your responsibility.
if the item is faulty or we've sent the wrong thing, we cover the postage both ways.
refunds
once your return arrives and passes a quick check, we'll process your refund within 3 business days to the original payment method. your bank may take a few days more to show it.
original shipping costs aren't refunded on change of mind returns.
exchanges
if you'd like a different colourway, note it in your email and we'll hold it for you / send it once your return arrives. exchanges are subject to stock. if the colour you want has sold out, we'll refund you instead.
faulty items
if something arrives damaged, or a seam, buckle or strap fails in normal use, email us at hello@nestedofficial.com.au with your order number and a photo. we'll sort out a replacement, repair or refund depending on the fault, and we'll cover the postage.
this applies beyond the 30 day window. our products come with guarantees that cannot be excluded under the australian consumer law: you're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.
nothing in this policy limits those rights.
sale items and discounts
sale items are final sale for change of mind, though your australian consumer law rights for faulty goods still apply. if a discount code applied to your order, you'll be refunded the amount you actually paid.
contact
email hello@nestedofficial.com.au with your order number and we'll get back to you within 2 business days.