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100% Satisfaction Guarantee

We want you to be fully satisfied with every item you purchase from us, and we will make every effort to ensure our products reach you in tip top condition. But if an item fails to meet your expectations in any way, simply return it in its original packaging to our Petone store or your local distribution centre (distribution centre's are located in Auckland, Lower Hutt & Christchurch). We will be happy to replace the item, exchange it, or refund 100% of your payment.


Should you wish to return or exchange an item for any reason contact us via email at or phone us on 0800 4 NAPPY (0800 462 779), where one of our call centre team will be happy to assist you with your return or exchange.

Items being returned must be in their original packaging or carton, individual packets must be unopened. We do not refund open individual nappy packets unless the product is faulty.

What YOU need When YOU want it (GUARANTEED)


You can now rest assured that we will always have the disposable nappy you need when you order, or purchase in-store. Under our new supply arrangement we GUARANTEE we'll have on hand what you want, when you want it, or we'll double your FREE wipes quantities.


If we can't fill your order on the day you place it, we'll give you 60 free wipes (instead of 30) with a standard carton order of Baby Supreme nappies, or 160 (instead of 80) with a Jumbo carton order. No other nappy retailer offers you this GUARANTEE , but at The Nappy Store we're confident we'll always have what you want, when YOU want it!


Unopened packet Easy Exchanges (Don't worry about growth spurts)


Under our unopened packet easy exchange policy you can exchange any unopened nappy packets at your local distribution centre for any size nappy you require. Please phone 0800 4 NAPPY for further information. This policy eliminates any concerns you may have about growth spurts when you purchase nappies in bulk from us.




We guarantee the quality of all our products. Each product is checked and verified before it is dispatched. If it doesn't reach you in perfect condition we will replace it FREE of charge.



We want to provide you with an excellent level of service, and on all occasions we endeavor to exceed your expectations. We constantly strive to better the services we offer you, and make dealing with us an easy and pleasurable experience. Your feedback on our products and services is invaluable and always welcome. Good our bad we'd love to hear from you so we can continue to maintain high standards.



It is our guarantee to provide YOU with the very best value for money. Our pricing will always be competitive!

What if you've changed your mind?


If you have changed your mind we will still be happy to exchange your goods with another item(s) to the same value or refund your purchase, provided the item(s) you have purchased are inside there unopened original packaging. Contact us via email at or phone us on 0800 4 NAPPY (0800 462 779) and one of our call centre team will be happy to assist you with your return or exchange.


What if I receive damaged or faulty goods?


The Nappy Store will provide a full refund if the goods are damaged or faulty on arrival. We will even arrange to pick up the goods from you.