Return and refund policy

Please review our policy carefully prior to placing your order.

No change of mind returns

We do not accept returns, refunds, or exchanges for change of mind, incorrect choice, or personal preference.

Under the New Zealand Consumer Guarantees Act, retailers are not legally required to provide refunds or exchanges if you simply change your mind or select the wrong item. We know choosing the right style or color is an important decision, so please reach out to us at support@uppystore.co.nz if you need assistance before completing your purchase.

Faulty or damaged items

We stand behind the quality and safety of our carriers. Please inspect your order upon arrival and contact us immediately at support@uppystore.co.nz if the item is defective, damaged, or if you received the wrong product, so that we can evaluate the issue and make it right.

If your toddler carrier develops a manufacturing fault or safety issue:

• Substantial Faults: If the failure is substantial (such as a broken buckle, structural stitching failure, or safety defect that renders the carrier unsafe), you are entitled to your choice of a full refund, replacement, or store credit.

• Minor Faults: If the failure is minor and can be fixed, we will repair the item, supply a replacement part, or provide a replacement unit at no extra cost to you.

• Return Postage: We will cover or reimburse all reasonable shipping costs for confirmed faulty items.

Note: CGA guarantees do not cover normal wear and tear, accidental damage, misuse, or failure to follow care and safe babywearing instructions.

Exceptions & Non-Returnable Items

In accordance with our strict change-of-mind policy, sales on gift cards, clearance/sale items are final sale and cannot be returned unless proven faulty under the CGA.

Refunds for faulty items

Once we receive and inspect a returned faulty item, we will notify you of the approval status for your refund. If approved, you will be automatically refunded via your original payment method within 10 business days.

(Please note that processing times can vary depending on your bank or credit card provider. If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at support@uppystore.co.nz).