Nana's Teddy Nana's Teddy

Nana’s Teddies & Toys
Returns & Refunds Policy

At Nana’s Teddies & Toys we want you to have a fulfilling shopping experience where we understand that sometimes you may need to return a product you have purchased from our store or our online catalogue.

To assist you, we have set out below a return policy for purchases made from us.

No item can be accepted for return

without prior approval and consent by Nana’s Teddies & Toys, please contact us for a return authorisation number.

Please retain your receipt as proof of purchase in case a return becomes necessary.

In order to obtain a refund, exchange or to repair a product that you purchased from us you must have clear proof of purchase and return the item within 7 days.

Proof of purchase includes but is not limited to:

Original Nana’s Teddies receipt or tax invoice

Credit Card or Bank Statement showing Nana’s Teddies & Toys merchant description and if the amount on that statement directly corresponds to the amount at which the product in question was purchased.
Please note multiple item purchases in one transaction will limit our ability to establish proof of purchase.

Nana’s Teddies & Toys will make every effort to locate transaction receipts through our system if lost or misplaced.

Nana’s Teddies & Toys reserves the right to:

Assess the condition and age of returned goods prior to offering a repair, exchange or refund.
This may result in a repair, exchange or refund being refused.

Please note: If we agree to a refund it will be issued using your original payment method.

Product Returns:

Nana’s Teddies & Toys will accept product returns and provide you with an exchange, in-store credit, refund or repair as appropriate where:

The product is faulty or is not of merchantable quality.

The product is not fit for its intended purpose.

The product does not match the sample or our description.

You must present your Nana’s Teddies & Toys receipt or other adequate proof of purchase and return the item within 7 days.

If you cannot present your Nana’s Teddies & Toys invoice or other acceptable proof of purchase, Nana’s Teddies & Toys reserves the right not to offer a refund or exchange.

No refund will be given on free items or bonus items.

Change of mind product returns:

You may return an item because you have changed your mind about your purchase.
Once proof of purchase is established, Nana’s Teddies & Toys will gladly offer you an alternative product or in-store credit only, no refund is available for Change of Mind purchases.

You must return the item within 7 days of purchase at your own expense

You must produce your original Nana’s Teddies & Toys receipt at the time you return the item

It must be unopened, unused, in its original condition and packaging complete with any instruction manuals and accessories.

If these requirements are not satisfied Nana’s Teddies & Toys reserves the right not to offer an exchange product or in-store credit for change of mind returns.

Please note:

To obtain a refund or exchange you will need to present the store staff with the credit card that you originally purchased the goods on, so the transaction can be reversed.
Refunds will not be given in cash when original payment was made via a credit card.

Delivery & Postage Costs:

All delivery or return postage costs must be paid by the purchaser and proof of postage must be produced if required before any resolution can be entered into.

Any delivery charges will only be reimbursed when Nana’s Teddies & Toys is at fault, that is, if the wrong item is delivered to the customer or there is a fault with the product.
In all other circumstances, including change of mind, any delivery charges will be deducted from the refund to the customer.

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