Returns & Cancellations
Firstly, if you have a need to consider refunds and returns, you very likely ordered a product from us – which means we owe you a BIG thank you! Please note you can cancel your order at any time prior to shipment and you will get your full refund within 2-3 working days.
There are occasionally items that do not work as intended or get damaged in transit. In the event of this happening with an item you have received, please email our Customer Service team by clicking HERE and give a full detailed description of the problem, as well as your Order Number.
Depending on the problem our customer service team will determine how best to resolve your problem with the minimum inconvenience to you. If it is found that the item, you received is faulty then we will exchange it at no cost to you.
If you have received an item that is damaged, please contact us and advise us of the nature and extent of the damage. Please also advise us of your name, contact number and order number. We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back, or in many circumstances as soon as we receive the photos.
You must notify us within 7 calendar days from the date of your product being dispatched from our warehouse of any damage or faults. After this time your product’s normal warranty applies. Should you have a change of mind, we do not issue refunds; however, will exchange the item within 7 days of you receiving it. Proof of purchase will be required; the return shipping will be at your cost.
Once we have received your returned item or the refund has been approved according to your issue (defects only), we will then send you either notification of receipt of your item and/or an email issuing you a credit refund. The type of refund will be based on previous discussions, as to the type of problem. You will either receive a refund into your nominated bank account or a Credit in the form of a Coupon, which you can then use on a future purchase. If you have not received your refund, after your approval notification, within 2 working days, please contact us and we will promptly investigate why it has not been issued and rectify it.
Please make sure when returning the item, it is securely packaged so that it won’t incur further damage in transit back to us. NOTE – This does not apply to items that are for exchange due to your choice. In these situations, complete and intact packaging is required including all tags, manuals, and accessories. The product must be returned to us in AS NEW condition.
Inspect packaging personally and take note of any damage on the receiving the order before signing for it. If you have not opened the packages, please write the words “unchecked” next to your name.
Please report any shortages or damages within 24 hours from the date of receiving your merchandise in writing via e-mail or fax. Please explain the problem or defect and include any photographs if possible so that we may best assist you. It may be that only a replacement part is required instead of shipping the complete product back to us, which will be issued at our own discretion.
All merchandise is inspected before dispatch and, should it be returned, will be inspected upon arrival at our end. Any returned items must be in the original condition with packaging and literature intact or in suitable similar packaging. Please enclose a copy of the original invoice and a letter stating the reason for return. Please e-mail us first to advise us about the defect, should you wish to return goods with defects or that have been damaged in transit. Please do not write on the box or deface the product packaging.
If it is subsequently found that the returned merchandise is not defective or damaged, the customer will be liable for all shipping costs.
BABY PROOF will not exchange products that have been tampered with or abused.
All guarantees are immediately null, and void should any equipment or product be tampered with or should the seals on it be broken by anyone, or should there be any signs of abuse, or should the goods be operated outside the Manufacturers specifications.
If an order is cancelled which was by credit card via our payment gateways, Payfast, Zapper, Snapscan and Instant EFT, Baby Proof reserves the rights to charge the 5% banking fee and deduct this off the refund to the client.
Baby Proof reserves the right to charge a 10% administration fee on the order total to arrange collection , to facilitate the refund process and to quality check the returned product, depending on the circumstances and dispute.
If a package is refused upon delivery, the customer will be responsible for all shipping charges incurred for the return of the item. Charges will be applied to any refund due to refusal. This policy does not apply to any merchandise that is received defective or damaged.
BABY PROOF assumes no liability for orders shipped to incomplete or incorrect shipping addresses supplied by the customer. Any additional fees for such orders will be the responsibility of the customer.
Parcels will only be dispatched once payment reflects and has cleared in the bank account if paying by EFT or cash deposit.
BABY PROOF cannot be held liable for missing or damaged parcel in transit, or any delays caused by the couriers or any 3rd party.
We do not accept any returns that are rejected for the following reasons:
- The product was ordered by mistake.
- The client miscalculates the quantities ordered.
- The client fails to consult with us on how to take proper measurements to install your gate and order the correct accessories or extensions. READ MORE on how to work out possible gate extensions you may need
- Should any equipment or product be tampered with or should the seals on it be broken by anyone, or should there be any signs of abuse, or should the goods be operated outside the Manufacturers specifications.