We hope you are happy with your order but if for any reason you decide your items are not for you, you can return unused items within 30 days of delivery for a full refund.

Returned items must:

  • Be unused
  • In their original condition including all packaging, labels or tags
  • Be unwashed
  • Be in a new resaleable condition
  • Hygiene seals unbroken

Due to the nature of the goods we sell we are unable to refund or exchange on the following products if removed from their packaging:
  • Menstrual Cups
  • Menstrual Discs
  • Tampons

Where To Return Items

To exercise your right to cancel you must inform us of your decision via email, telephone or post at the details below. You can also electronically fill in and submit our cancellation form here.

The Period Lady/ The Nappy Lady Ltd
Unit C
Linford Business Park
Linsford Lane
GU16 6DL

Tel: 01252 372266 (9.30am-2pm Mon to Fri)


Stopping an order from dispatch

If you have made an error on your order or changed your mind please contact us as soon as possible so we can try and stop it for you. 
If your order has not yet been processed, we will try our very best to stop it being sent however we do process and ship orders very fast. Once an order has been processed by the warehouse team it will not be possible to stop the order.  You will of course be able to return your parcel for a refund as per our usual conditions.


We are not able to process exchanges.

Please return your items as the above return procedure and we will issue a refund or credit note. Then you can re-order the items you would like separately.

Return Shipping Small Print

  • You are responsible for the cost of returning any goods and the risk of loss when returning them. We recommend that you send returns via insured tracked delivery or by a tracked and insured courier. You will need to make a claim for their value if they go missing. We can not be held responsible for any items returned to us that go missing in the post.
  • As in accordance with UK law if you cancel or return your whole order within 14 days of delivery to you, we'll reimburse all payments received from you, including the cost of delivery* to you but not the cost of returning items. 

*Please be aware if you choose a delivery option other than Royal Mail Tracked 48 or the least expensive type of standard delivery offered by us then shipping won't be refunded. e.g. you choose a courier delivery rather than the cheaper second class option.

How long does it take to get a refund?

Due to Covid and for the protection of our staff on arrival all our parcels go into quarantine for 72 hours. Please don't worry if you track your return and we haven't processed it immediately it will just be in quarantine.

  We will make your refund without undue delay and not later than:

  1.  14 days after the day we receive back from you any goods supplied.
  2. If no goods supplied, 14 days after the day on which we are informed about your decision to cancel your order.

Faulty Goods & Consumer Rights Act 2015

We have very low fault rates on our items as we only buy from quality reliable suppliers but unfortunately faults ocassionally can still occur. If they do we'll do our best to get your problem rectified quickly. Faulty goods can of course also be returned and we fully comply with the Consumer Rights Act 2015. If goods are returned as faulty but we find that they are not faulty, we reserve the right not to reimburse the return postage costs.

Faulty Goods are deemed as manufacturing faults eg a popper came off. Manufacturing fault DOES NOT include wear and tear or excessive wear or tear of: fabrics, fastenings or elastics, not fitting, being outgrown, absorbency issues/leaks, stains, smells, damage due to incorrect washing, damage from washing machines, drying, storage or care of an item.

30 Day Right To Reject
If the item develops a fault within 30 days of delivery please contact us immediately at The Nappy Lady and we will either send you a paid return label or a replacement along with a paid return label. Any fault developing within 30days of deilvery you are entitled to a full refund. After 30 days you will not be legally entitled to a refund if your item develops a fault. Please see definition of Manufacturing Fault above.

From 30 days to 6 months after delivery
If you discover a manufacturing fault within 6 months we will presume it was there at the time of delivery unless we can prove otherwise. Our manufacturers will require the item to be returned and inspected by them to ensure it's a genuine manufacturing fault and not through wear and tear or misuse - please see definition of Manufacturing Fault above. We will need to ask you for in-depth details on how you have used and cared for the product so this can be passed onto the manufacturer. If the item is deemed to have a manufacturing fault we will arrange with the manufacturer to repair or replace your item. If a repair or replacement is not possible or the attempt at repair fails or the first replacement also turns out to be defective you also have a further right to reject the goods for a full or partial refund. No deduction can be made from a refund in the first 6 months following an unsuccessful attempt at repair or replacement. After 6months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part is calcaulated based on the length of time a product is expected to last for example a birth to potty nappy is 24months, a size 1 nappy 9months.

6 Months or More
After the first 6 months the burden is on the consumer to prove the product was faulty at the time of delivery. In practice, this may require some form of expert report or opinion. After 6 months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part is calcaulated based on the length of time a product is expected to last for example a birth to potty nappy is 24months, a size 1 nappy 9months. For example a birth to potty item has a problem after 10month a refund would be price of item / 24months x how many months use you should have had left.

None of this affects your statutory rights. Please feel free to ask any other questions you may have.