CUDDLE NEST RETURNS, REFUNDS & WARRANTY POLICY

Last updated: 20 October 2026

Cuddle Nest is operated by DARE 2 DARE.

This Returns, Refunds & Warranty Policy governs purchases made through the Cuddle Nest online store in South Africa.

Cuddle Nest does not offer voluntary returns, exchanges or refunds for change of mind, personal preference or buyer's remorse, except where required by applicable South African law.

Nothing in this policy excludes, restricts or limits any consumer rights that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or other applicable legislation.

1. NO VOLUNTARY RETURNS OR EXCHANGES

All sales are final, except where a return, refund, replacement, repair or cancellation is required by South African law.

Cuddle Nest does not voluntarily accept returns or exchanges for:

• Changing your mind after purchasing.

• Ordering the wrong colour, style or variation.

• No longer wanting or needing the product.

• Finding a similar product at a lower price elsewhere.

• Personal dissatisfaction where the product meets its advertised description and applicable quality standards.

• Incorrectly assessing the product's suitability despite accurate product information being provided.

• Preference for a different product or storage arrangement.

This policy does not affect statutory cooling-off rights, rights relating to defective or unsafe goods, or other remedies required by applicable law.

2. STATUTORY ONLINE COOLING-OFF PERIOD

Under section 44 of ECTA, qualifying consumers may cancel an eligible online purchase without providing a reason within seven days after receiving the goods.

Where this statutory right applies:

• The customer must notify Cuddle Nest of the cancellation within the applicable statutory period.

• The customer may be responsible for the direct cost of returning the goods.

• No additional cancellation penalty or restocking fee will be charged.

• Any payment subject to the statutory refund obligation will be refunded within 30 days of cancellation, as required by law.

The statutory cooling-off right is subject to the exclusions contained in section 42 of ECTA, including qualifying goods made to a customer's specifications, clearly personalised goods and goods that by their nature cannot be returned.

Exceptions will be applied only where legally applicable to the particular transaction.

Cuddle Nest does not offer an additional voluntary cooling-off or change-of-mind return period beyond applicable statutory requirements.

3. DEFECTIVE, UNSAFE OR NON-COMPLIANT PRODUCTS

Under sections 55 and 56 of the CPA, qualifying goods are subject to an implied warranty of quality.

Where applicable, a consumer may return goods within six months after delivery if they fail to meet the quality and safety standards required by law.

For a qualifying claim, the customer may be entitled to elect:

• Repair.

• Replacement.

• Refund.

The remedy will be provided in accordance with the CPA.

Where required by law, defective or non-compliant goods will be returned at Cuddle Nest's risk and expense.

Cuddle Nest reserves the right to reasonably inspect or assess products to establish the nature and cause of the reported issue. Such an assessment will not override or delay statutory remedies unlawfully.

4. DAMAGE AND CONDITIONS NOT COVERED AS MANUFACTURING DEFECTS

To the extent permitted by law, Cuddle Nest does not accept responsibility for damage caused after delivery through misuse, accidents, improper handling or circumstances unrelated to a manufacturing defect or statutory failure of quality.

Examples include:

• Normal wear and tear.

• Accidental tears, cuts or punctures.

• Damage caused by excessive weight or overloading.

• Broken zips, buckles, clips or straps resulting from misuse or excessive force.

• Damage caused by improper assembly.

• Unauthorised product modifications or repairs.

• Improper cleaning, washing or drying.

• Damage caused by unsuitable cleaning products.

• Staining, soiling or contamination arising after delivery.

• Damage caused by improper storage.

• Damage resulting from use outside the product's intended purpose.

• Cosmetic wear consistent with reasonable use.

Cuddle Nest may reasonably investigate whether a reported issue results from a genuine defect, normal wear, misuse or accidental damage.

Nothing in this section prevents a consumer from exercising statutory rights for a qualifying defective, unsafe or non-compliant product.

5. HYGIENE AND USED BABY PRODUCTS

Cuddle Nest sells baby-care products and accessories, including portable changing stations, nappy bags, changing surfaces and storage accessories.

Products that have been used, washed, stained, contaminated or otherwise altered are not eligible for voluntary returns or exchanges.

For hygiene and safety reasons, Cuddle Nest does not voluntarily resell or exchange previously used baby-care products.

However, hygiene considerations do not automatically remove a customer's statutory cooling-off rights or rights relating to qualifying defective or non-compliant products.

Any applicable statutory right will be assessed according to the relevant legislation and the circumstances of the transaction.

6. INCORRECT, DAMAGED OR INCOMPLETE ORDERS

Customers should inspect their orders as soon as reasonably possible after delivery.

If an order arrives damaged, incomplete, incorrect or apparently defective, customers should contact Cuddle Nest promptly.

Please email hello@cuddlenest.co.za with:

• Your order number.

• Your full name.

• A description of the problem.

• Clear photographs or videos of the affected product, where reasonably available.

• Photographs of the packaging, where relevant.

Cuddle Nest may request further reasonable information necessary to assess and resolve the issue.

A failure to provide photographic evidence does not automatically remove any applicable statutory consumer rights.

Qualifying claims will be resolved in accordance with South African consumer-protection law.

7. RETURN PROCEDURE

Customers seeking to exercise an applicable statutory return, cancellation or warranty right should contact:

hello@cuddlenest.co.za

Please provide your order number and details of the request.

Cuddle Nest will communicate the applicable return procedure and authorised return address.

Customers should not send products to suppliers, courier depots, warehouses or unauthorised addresses without receiving return instructions from Cuddle Nest.

Unauthorised returns may delay processing, but this procedure does not limit any statutory right to return goods.

8. RETURN SHIPPING COSTS

Statutory defective-product returns

Where the CPA requires a qualifying defective, unsafe or non-compliant product to be returned at the supplier's risk and expense, Cuddle Nest will comply with that obligation.

Statutory change-of-mind cancellations

Where a valid ECTA section 44 cooling-off right applies, the customer may be responsible for the direct cost of returning the goods, as permitted by law.

No additional cancellation penalty or restocking fee will be imposed on a valid ECTA section 44 cancellation.

Cuddle Nest recommends using a trackable courier service for customer-arranged returns.

Responsibility for lost or damaged return shipments will be determined according to who arranged the return and the applicable legal requirements.

9. REFUND PROCESSING

Refunds will only be provided where required by applicable law or expressly approved by Cuddle Nest.

Where a refund is due:

• Refunds will ordinarily be processed through the original payment method.

• Cuddle Nest may take reasonable steps to verify the transaction and prevent fraudulent refund activity.

• Payment providers and banking institutions may require additional processing time.

• Statutory refund deadlines will be observed.

Where section 44 of ECTA applies, the required refund will be made within 30 days of cancellation.

Customers are not entitled to an immediate discretionary refund merely because they no longer want a product.

10. BUNDLES, DISCOUNTS AND PROMOTIONS

Cuddle Nest may offer products individually or as part of discounted bundles and promotional offers.

Voluntary partial returns and exchanges of bundle items are not offered.

Where a statutory right applies to a product purchased as part of a bundle, the applicable remedy will be calculated and provided in accordance with the law and the original transaction terms.

Any applicable promotional price or discount may be considered when calculating a lawful refund.

Purchasing a discounted or promotional product does not remove any mandatory statutory consumer protections.

11. SALE AND CLEARANCE ITEMS

Sale, clearance and discounted products are not eligible for voluntary returns or exchanges.

Where a specific defect or condition was clearly disclosed before purchase and expressly accepted by the customer, the customer's rights relating to that disclosed condition may be limited to the extent permitted by law.

All other applicable statutory rights remain unaffected.

12. DELIVERY AND CUSTOMER INFORMATION

Customers are responsible for providing accurate, complete and accessible delivery information when placing an order.

Where delivery fails because the customer supplied incorrect or incomplete information, reasonable additional delivery or re-delivery costs may apply to the extent permitted by law.

Where goods are lost, damaged or incorrectly delivered while under the responsibility of Cuddle Nest or its appointed delivery provider, Cuddle Nest will comply with all applicable legal obligations.

If delivery cannot be completed or an order cannot be fulfilled, cancellation and refund rights will be handled according to applicable law.

13. REFUSED OR UNCOLLECTED DELIVERIES

Where a customer refuses delivery or fails to collect an order without exercising a valid statutory cancellation right, Cuddle Nest may recover reasonable, legally permissible costs arising from the failed delivery.

Any refund or re-delivery arrangement will be subject to applicable consumer-protection legislation.

14. PRODUCT DESCRIPTIONS AND CUSTOMER EXPECTATIONS

Cuddle Nest aims to provide accurate product descriptions, photographs, specifications and information.

Customers should review the product details before purchasing.

A product will not be considered defective solely because it does not meet a customer's subjective preference, provided it complies with the advertised description and applicable legal quality standards.

Minor visual differences arising from lighting, photography or screen displays may occur.

This does not permit material misrepresentation, inaccurate product descriptions or the supply of goods that fail to comply with applicable consumer-protection law.

15. PRODUCT SAFETY AND INTENDED USE

Customers must follow all applicable manufacturer instructions, product warnings and safety guidelines.

For portable baby changing stations and related products:

• Never leave a baby unattended.

• Always supervise the baby directly during use.

• Use the product only for its stated intended purpose.

• Follow all applicable assembly, positioning and weight-limit instructions.

• Do not use a product that is damaged or unstable.

• Keep loose straps, cords and accessories away from a baby's face and neck.

• Never assume a portable changing station is suitable for unsupervised infant sleep.

Changing stations must not be used as certified infant sleeping products unless they are expressly designed, tested and represented as suitable for that purpose.

Cuddle Nest is not responsible for loss or damage caused solely by improper use where such exclusion is legally permissible.

Nothing in this section excludes or limits liability that cannot lawfully be excluded, including applicable liability for unsafe or defective goods.

16. FRAUDULENT CLAIMS AND CHARGEBACKS

Cuddle Nest reserves the right to investigate and dispute suspected fraudulent refund requests, payment disputes and chargebacks.

Examples may include:

• Deliberately false claims of non-delivery.

• Product substitution.

• Returning a different item from the product purchased.

• Deliberate product damage.

• Providing false or misleading evidence.

• Attempts to receive both the product and an unauthorised refund.

Cuddle Nest may lawfully retain and submit relevant order records, customer communications, payment confirmations and courier information to investigate disputes.

Nothing in this section prevents customers from exercising legitimate payment-dispute, chargeback or statutory consumer rights.

17. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, Cuddle Nest will not be liable for losses arising solely from:

• Customer misuse of a product.

• Failure to follow supplied product instructions.

• Unauthorised product alterations.

• Accidental damage caused after delivery.

• Improper storage, handling or maintenance.

• Use of products for unintended purposes.

Nothing in this policy excludes, restricts or limits liability for defective or unsafe goods, gross negligence, or any other liability where such exclusion is prohibited by South African law.

18. STATUTORY RIGHTS TAKE PRECEDENCE

This policy is intended to establish Cuddle Nest's returns and refunds procedures without offering additional voluntary guarantees beyond those expressly stated.

Nothing in this policy overrides mandatory consumer protections under South African law.

Where any provision conflicts with applicable legislation, the mandatory legal provision will prevail.

The remaining lawful provisions will continue to apply.

19. CHANGES TO THIS POLICY

Cuddle Nest reserves the right to update this policy from time to time.

Updates may reflect changes in products, operational procedures or applicable law.

The policy applicable to a purchase will generally be the version in effect at the time of purchase, subject to mandatory statutory rights.

20. CONTACT INFORMATION

Cuddle Nest
Operated by DARE 2 DARE

Email:
hello@cuddlenest.co.za

Business Address:
42 Casos Way
Calypso Beach Estate
Langebaan, Western Cape
South Africa

For returns, refunds, warranty concerns or order-related complaints, please contact our customer support team using the email address above.

Return shipments must be authorised and directed according to the instructions provided by Cuddle Nest. The business address listed above is not automatically a returns drop-off location.

Customers retain the right to refer qualifying disputes to applicable South African consumer-protection authorities or alternative dispute-resolution bodies.

By placing an order, customers acknowledge that they have been given a reasonable opportunity to review this policy before purchasing, without waiving any rights provided by applicable law.