Delivery & Returns

Australia

For purchases from ergopouch.com.au, we are happy to offer you a return for an exchange or refund within 30 days of receipt provided they meet the following terms:

• Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged.
• We do not offer refunds on products purchased from our Sale category but we will be happy to provide an exchange if required.
• We do not accept refunds on orders placed using an Online Gift Card but we will be able to provide an exchange.
• We do not accept returns on Online Gift Cards.

If you have an issue or concern with a product you have purchased, please create a return request or contact our friendly customer care team.

Please note - postage label charges for any returns are covered by the purchaser. If you are returning for an exchange, we will post your new item at no additional cost. We are unable to accept unsolicited returns.

To initiate a return, please visit our RETURN PORTAL.

International

International orders can be returned for a product refund only (shipping charges are non-refundable). Unfortunately, we cannot provide an exchange. We accept items back for a refund within 30 days of receipt that meet the following terms:

• Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged.
• We do not accept returns on Sale page items unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
• We do not accept returns on Online Gift Vouchers
• We do not offer exchanges on international orders

To arrange your international return please complete the following steps;

• Download the International ergoPouch Returns form
• Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
• Email a completed copy of the form to cs@ergopouch.com.au. Please make sure the form is legible.
• You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
• Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns. Postage and handling charges are covered by the purchaser to send an item back.

Occasionally a faulty item may slip through our inspection fingers and end up in your hands. If your item arrived with a manufacturing fault, the team will happily help to arrange your replacement. Please email Customer Service on cs@ergopouch.com.au with the below details:

• A receipt or ergoPouch web sales number
• Details of the product (TOG, Size, Print)
• Batch number (check the care instructions tag on the collar)
• A photo of the item
• Your postal address

ergoPouch will cover all associated postage costs with exchanging faulty items.