Refund policy

Return & Refund Policy

Last updated: June 2026

This Return & Refund Policy applies to all products sold by LiefNest™ ("we", "us", "our") through our website, social media platforms, online stores, or direct sales channels in South Africa.

This policy is designed to comply with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. General Return Conditions

To qualify for a return, exchange, repair, or refund where applicable:

  • Proof of purchase must be provided.

  • The product must be returned with all accessories, components, manuals, and original packaging where reasonably possible.

  • We reserve the right to inspect returned products before approving a refund, replacement, or repair.

  • Products damaged due to misuse, negligence, abuse, unauthorized modifications, improper storage, or failure to follow instructions may not qualify for refunds or replacements.

  • Minor variations in product appearance, packaging, colour, or branding that do not affect functionality are not considered defects.

2. Change-of-Mind Returns

LiefNest™ does not offer refunds for:

  • Buyer's remorse

  • Change of mind

  • Incorrect selection by the customer

  • Dissatisfaction not related to a genuine defect

unless otherwise stated in writing by us.

Any approved discretionary return:

  • Must be requested within 7 calendar days of delivery

  • May be subject to a handling or restocking fee

  • Requires the customer to cover return shipping costs

Approved change-of-mind returns must be:

  • Unused

  • In resellable condition

  • Hygienic

  • In original packaging

We reserve the right to refuse returns that do not meet these conditions.

3. Defective or Faulty Products

Under the CPA, customers may return products that are defective, unsafe, or not of acceptable quality within 6 months of delivery.

Where a valid defect exists, LiefNest™ may, at its discretion and in accordance with applicable law:

  • Repair the product

  • Replace the product

  • Refund the purchase price

We reserve the right to inspect and test the product to verify the alleged defect before approving any remedy.

The following are NOT considered defects:

  • Normal wear and tear

  • Damage caused by improper use

  • Damage caused by accidents

  • Misuse

  • Failure to follow product instructions

  • Unauthorized repairs or alterations

  • Unreasonable or unintended use of the product

Because individual experiences vary, LiefNest™ does not guarantee specific results, comfort levels, developmental outcomes, feeding outcomes, or parenting benefits.

4. Baby & Personal Use Products

For hygiene, safety, and consumer protection reasons:

  • Products that have been extensively used, soiled, damaged, washed, or contaminated may not qualify for return unless legally required.

  • Opened personal-use items may only qualify for return if proven defective.

This may apply particularly to:

  • Baby carriers

  • Feeding products

  • Bowls and mealtime accessories

  • Child-contact products

  • Parenting accessories

5. Incorrect, Damaged, or Missing Items

Customers must notify LiefNest™ within 48 hours of delivery if:

  • An incorrect item was received

  • An item arrived damaged

  • Items are missing from the order

Photographic evidence may be required before any replacement or refund is processed.

Failure to report issues within a reasonable time may affect eligibility for claims.

6. Online Purchases & Cooling-Off Rights

Where required by South African law for qualifying online or direct marketing transactions, consumers may have cooling-off rights under the CPA or ECTA.

Where applicable:

  • Cancellation requests must be submitted in writing within the legally prescribed period

  • Returned items must be in reasonable condition

  • Customers may remain responsible for direct return shipping costs permitted by law

Refunds will only be processed after returned goods have been received and inspected.

7. Refund Processing

Approved refunds:

  • Will be processed to the original payment method where possible

  • May take 5–14 business days to reflect depending on the payment provider or bank

  • Exclude original shipping costs unless required by law

LiefNest™ reserves the right to refuse cash refunds where fraud, abuse, or suspicious activity is suspected.

8. Return Shipping

Unless otherwise required by law:

  • Customers are responsible for return shipping costs

  • Shipping charges are non-refundable

  • LiefNest™ is not responsible for returns lost or damaged in transit

We recommend using tracked shipping for all returns.

9. Chargebacks & Fraud Prevention

LiefNest™ reserves the right to:

  • Dispute fraudulent chargebacks

  • Suspend future orders

  • Refuse service

  • Pursue legal remedies where abuse, fraud, false claims, or intentional misuse of this policy is suspected

False defect claims or intentional damage to products may void return eligibility.

10. Limitation of Liability

LiefNest™ products are intended for general parenting, feeding, carrying, convenience, and everyday family use.

They are not medical devices unless explicitly stated otherwise.

Parents and guardians are responsible for supervising children during product use and following all safety instructions provided.

To the fullest extent permitted by South African law, LiefNest™ shall not be liable for indirect, incidental, or consequential damages, loss of income, injury arising from misuse, or failure to follow instructions, warnings, or safety guidelines.