Returns & Refunds Policy
This policy is subject to applicable South African consumer protection legislation and does not limit any consumer rights that cannot legally be excluded.
1. Damaged, Defective or Incorrect Products
All products are inspected before being dispatched.
If your product arrives damaged, defective, incorrect or incomplete, please contact us as soon as reasonably possible after receiving your order.
Please provide your order number, a description of the problem and photographs, where applicable.
Once the problem has been assessed and confirmed, Baby Proof will provide the appropriate remedy in accordance with applicable law.
Where a return is required because the product is defective, damaged in transit or incorrectly supplied, Baby Proof will cover the applicable return and replacement shipping costs.
We recommend checking your parcel when it is delivered and reporting any visible damage promptly. Photographs of damaged packaging can be very helpful when resolving courier-related claims.
2. Online Purchases – Cooling-Off Period
Certain online purchases are subject to a statutory cooling-off period under South African law.
Where you exercise a statutory cooling-off right, the return will be handled in accordance with the applicable legislation.
No restocking or handling fee will be charged for a statutory cooling-off return.
The direct cost of returning the product may be for the customer’s account where permitted by law.
3. Unwanted Products or Change of Mind
If you have changed your mind about a product, please contact us before returning it.
Subject to applicable statutory rights, we may accept a change-of-mind return provided that the product:
- Is unused and undamaged;
- Is in its original condition;
- Has its original packaging and labels intact;
- Includes all accessories, parts and instructions; and
- Is suitable for resale.
Return Charges
Where a voluntary change-of-mind return is accepted, and where permitted by law:
- A 20% restocking and handling fee may be deducted from the refund.
- The original shipping fee is non-refundable.
- The return shipping cost is the customer’s responsibility.
- If a replacement product is requested, applicable shipping costs for the replacement may be charged.
Payment processing fees actually incurred by Baby Proof may also be deducted where permitted by applicable law.
The above charges do not apply where a product is being returned because it is defective, damaged, incorrectly supplied or otherwise does not comply with applicable consumer protection requirements.
4. Products Requiring Measurements or Customisation
Some Baby Proof products are made, cut or prepared specifically according to measurements or requirements supplied by the customer.
These include:
- Perspex for Banisters & Balustrades
- PVC Clear Sheeting for Banisters & Balustrades
- Electrical Storage Box
- Childproof Fire Screen
- Baby Proof Transparent Oven Door Guard
Please measure carefully before ordering. Custom-made or customised products cannot generally be returned simply because incorrect measurements were provided, subject to your statutory consumer rights.
Baby Safety Gates & Extensions
Please take particular care when ordering safety gates and extensions.
Measure your opening before ordering.
If you are unsure whether a particular gate, extension or installation will work for your setup, please contact us before placing your order.
Our product pages provide measurements, installation information, useful articles and real-life photographs to help you choose the correct product.
A correctly supplied product will not be considered defective simply because it does not fit due to incorrect measurements or an unsuitable installation configuration, subject to applicable law.
5. Products That Are Not Considered Defective
Subject to applicable consumer protection legislation, damage or problems resulting from the following will not ordinarily be regarded as a product defect:
- Normal wear and tear;
- Negligence, misuse or abuse;
- Incorrect installation or use;
- Use outside the manufacturer’s specifications;
- Failure to follow care or installation instructions;
- Unauthorised alterations or modifications; or
- Damage caused after delivery by the customer or a third party.
A product that has been accurately described on our website and is fit for its intended purpose will not be considered defective simply because it does not meet a customer’s personal preference or particular requirements.
6. Preparing Your Return
Please contact Baby Proof before sending a product back so that we can provide you with the correct return instructions.
Returned products should:
- Be in their original condition and packaging, where applicable;
- Include all accessories, parts and instructions;
- Be securely packaged to prevent damage during return transportation; and
- Not have writing or markings on the original product packaging.
Returned products are inspected before a voluntary return or exchange is approved.
7. Refunds
Once a returned product has been received and inspected, we will confirm whether the return qualifies for a refund or exchange.
Approved refunds are generally processed by EFT (electronic bank transfer).
For security purposes, we may request confirmation of your bank account details before processing a refund.
Refunds will be processed within the period required by applicable law.
8. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet been dispatched, we will advise whether the cancellation can be processed.
If the order has already been dispatched, the applicable return provisions of this policy may apply.
Any payment processing fee deductions will be subject to applicable law and the circumstances of the cancellation.
9. Refused or Undelivered Parcels
If a parcel is refused or returned because an incorrect or incomplete delivery address was provided, or because the customer declines to accept the delivery, the customer may be responsible for shipping and return costs actually incurred, where permitted by law.
This does not apply where the parcel is returned because the product was damaged, defective or incorrectly supplied.
10. EFT & Cash Deposit Payments
Orders paid by EFT or cash deposit will only be dispatched once payment has reflected and cleared in Baby Proof’s bank account.
Proof of payment does not necessarily mean that the funds have cleared.
Need Help With a Return?
Please contact us before returning your product and provide your order number and details of the reason for the return.
We will guide you through the next steps and provide the appropriate return instructions.
Baby Proof is committed to dealing with returns fairly, efficiently and in accordance with applicable South African consumer protection legislation.
