Refund policy

We know you will love Frank Nappies. But, we also know things change and we also know sometimes we make poor choices when we are online shopping at midnight with a baby who won't sleep in their bed (or is that just us?). So, here is how we handle refunds and returns: 

Change of Mind - We offer refunds for change of mind within 14 days of receiving your order. To be eligible for a refund, the items must be unused, unwashed, and in original condition with all packaging intact. For change of mind returns, you are responsible for the cost of all return shipping costs.

Damaged or Faulty Items - If your item arrives damaged or faulty, please contact us within 14 days of receiving your order. We will offer a replacement or refund, depending on the situation. To process this, we will need:

  • Your order number
  • Photos of the damaged item and packaging

Incorrect or Missing Items - If you receive the wrong item or your order is incomplete, please contact us within 14 days, and we’ll resolve the issue by sending out the correct items or processing a refund.

12-Month Warranty

At Frank Nappies, we pride ourselves on creating sustainable, premium-quality products that are built to last. To back up our commitment to quality, we offer a 12-month warranty on all of our products from the date of purchase.

What’s Covered - Our warranty covers manufacturing defects in materials and workmanship. If you experience any issues within the first 12 months, we will offer a replacement or repair at no additional cost. This includes, but is not limited to:

  • Stitching defects (e.g., seams that come apart)
  • Snaps that are broken or faulty
  • Velcro or hook-and-loop closures that do not function properly
  • Zippers or fastenings that malfunction

What's Not Covered - This warranty does not cover damage caused by:

  • Normal wear and tear, including fading, pilling, or softening of fabrics over time
  • Damage due to improper care, such as incorrect washing or drying (please follow care instructions carefully)
  • Accidental damage or misuse (e.g., tearing, burns, or staining)
  • Items purchased through unauthorised resellers or from outside our approved distribution channels

How to Claim the Warranty - if you believe your product has a manufacturing defect and is covered under the warranty, please follow these steps:

  1. Contact us at customer-service@franknappies.com within 12 months of your purchase.
  2. Provide us with the following:
    • Your order number
    • A description of the issue
    • Clear photos of the defect (to help us assess the situation)
  3. We will review your claim and get back to you with the next steps. If the issue is covered under our warranty, we will arrange for a replacement or repair.


Our Commitment to Quality - We are dedicated to offering high-quality, durable products that are both functional and sustainable. Our 12-month warranty reflects our confidence in the craftsmanship and longevity of our nappies and accessories.

If you have any concerns or questions about your product, we’re always here to help and ensure that you're fully satisfied with your purchase.

Conditions of return

  • Items must be returned within 30 days of an approved return request.
  • Items must be returned unwashed, unworn and in the original undamaged packaging with all tags attached.
  • For change of mind returns, you are responsible for the cost of all return shipping costs

How to Return an Item - To return an item, simply email us at customer-service@franknappies.com with the following details:

  • Your name
  • Order number
  • The item(s) you wish to return
  • Whether it is a change of mind return or a return due to a faulty item

Once we receive your email, we will assess your eligibility for a return and, if applicable, provide you with a pre-paid postage label.

Please note: Frank Nappies is not responsible for returns that are lost in transit. For your peace of mind, we strongly recommend purchasing tracking for your return shipment.

Return Process - After receiving the returned items, we will inspect them to ensure they are in unwashed, unworn, and undamaged condition. Once confirmed, we will process a refund or offer store credit for the purchase price (excluding the original shipping cost). The refund will be issued via the original payment method used for your purchase.