Refund policy

Refund & Return Policy

Our Commitment to You

We stand behind the quality and care that goes into every carrier we create. If for any reason you are not satisfied with your purchase, we are here to help make it right. Please review our return and refund policy below.

Eligibility for Returns

  • Returns are accepted within 30 days of delivery.
  • To be eligible for a return, the item must be:
    • Unworn, unused, and in its original condition.
    • In the original packaging, including all tags, manuals, and accessories.
    • Free of stains, odours, or damage.
  • Proof of purchase (order confirmation or receipt) is required for all returns.

Non-Returnable Items

For safety and hygiene reasons, the following items are final sale and non-returnable unless defective:

  • Carriers that have been used, washed, or altered.
  • Items marked as "Final Sale" or "Clearance."
  • Gift cards.

Exchanges

We are happy to offer exchanges for a different color, size, or style, subject to availability.

  • Exchange requests must also be made within 30 days of delivery.
  • Please note that the returned item must meet the return eligibility criteria above.

Defective or Damaged Items

If your item arrives defective, damaged, or incomplete, please contact us within 7 days of delivery.

  • Photos of the issue may be required to assess and expedite the resolution.
  • We will offer a replacement, repair, or full refund, depending on the issue.

Refund Processing

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, a full refund (minus processing fee of 10%, original shipping fees and duties if applicable) will be issued to your original method of payment within 5–10 business days.
  • Please note that original shipping fees are non-refundable unless the return is due to a defect or error on our part.

Return Shipping

  • Customers are responsible for return shipping costs, except in cases of defective or incorrect items.
  • We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.

How to Initiate a Return or Exchange

To start a return or exchange, please email us at admin@backambaby.com with:

  • Your order number.
  • Reason for return/exchange.
  • Photos and videos in original packaging

Once approved, we will provide detailed return instructions.