Refund policy

Refunds, Returns & Exchanges Policy

Mary Pop’ins

At Mary Pop’ins, every product is carefully handmade and made to order, especially for you and your baby. Due to the personalised and custom nature of our items, this policy is designed to ensure clarity, fairness, and protection for both our customers and our business.

Made-to-Order & Custom Products

All Mary Pop’ins products are:

  • Made to order
  • Custom-designed or personalised
  • Produced specifically based on customer selections

For this reason, we do not accept returns, refunds, or exchanges for:

  • Change of mind
  • Incorrect sizes, measurements, or options selected
  • Incorrect information provided at checkout (e.g. spelling, colours, design choices)
  • Orders within the stated production timeframe

Consumer Protection

In accordance with the Consumer Protection Act, customised or personalised goods are not eligible for return or refund unless they are defective, damaged, or not as agreed.

Damaged, Defective or Incorrect Items

We will gladly assist if there is an issue with your order.

You may qualify for a repair, replacement, or refund if:

  • The item is defective
  • The item is damaged upon delivery
  • You received the incorrect product

Requirements:

Once assessed, we will:

  • Repair the item,
  • Replace the item, or
  • Issue a refund where appropriate

Non-Returnable Items

Due to hygiene and safety standards for baby products, we cannot accept returns on:

  • Used items
  • Washed items
  • Items not in original condition

Custom Measurements

Customers are responsible for providing accurate measurements.

Mary Pop’ins will not be held liable for:

  • Incorrect measurements provided
  • Items that do not fit due to customer error

Please note a size tolerance of ±1–3 cm due to the handmade nature of our products.

Colour & Design Variations

Due to:

  • Screen settings and device differences
  • Lighting in product photography
  • Printing and fabric variations

Colours and design placement may vary slightly from what is displayed online. These variations are normal and are not considered defects.

Production & Delivery

  • Production time: 3–6 weeks
  • Delivery time: 1–5 working days after dispatch

Refunds will not be issued for:

  • Orders still within the production timeframe
  • Courier delays outside of our control

Courier Responsibility

Once your order has been dispatched:

  • Mary Pop’ins is not responsible for courier delays
  • We are not liable for lost or delayed parcels caused by third-party couriers

We will assist in tracking and resolving issues where possible.

Order Cancellations

  • Orders may be cancelled within 24 hours of payment
  • After 24 hours, production begins and materials are allocated

Cancellations after this period are not eligible for a refund

Refund Processing

If a refund is approved:

  • It will be processed within 5–10 working days
  • Refunds will be made via the original payment method

Usage & Safety Disclaimer

All products are designed with baby comfort in mind.

However:

  • Items such as baby nests, bumpers, and pillows must be used under adult supervision
  • Always follow safe sleep guidelines

Mary Pop’ins will not be held liable for misuse of products.

Our Promise

We are committed to delivering high-quality, beautifully made products. If something is not right, we will always work with you to find a fair solution.

Contact Us

Email: client.marypop@gmail.com
Website: www.marypopins.co.za

Agreement

By placing an order with Mary Pop’ins, you acknowledge and accept this Refunds, Returns & Exchanges Policy.