Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

  • Returns accepted for 14 days, from receiving order.
  • Customer provides return shipping costs.
  • No Discontinued, 'Specials' or 'Clearance' products will be accepted.

To be eligible for a return, your item must be in the same condition that you received it, that is no pet hair or body fluids, or smell from perfumes or other odors. (All our products are manufactured in a controlled environment) unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start the process for a refund application we will need the following details;

  • Proof Purchase (Invoice Number).
  • Date of Purchase.
  • Images of the goods.
  • Why you would like to return the item? 
    • Was there something wrong with it?
    • Was it the wrong weight, size or other issue... 

To start a return, you can contact us at [email protected]

Please note that returns will need to be sent to the following address: 
Nana's Weighted Blankets - Return / Warranty 
Unit 7 10-12 Kennington Drive, Tomago NSW 2322 Australia

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected]

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Change of mind
If you change your mind on a purchase, Nana's Weighted Blankets team shall assess your request on a case-by-case basis, you must contact the Nana's team and arrange return the item within 14 days of receiving it. Contact us for any return question at [email protected]

Nanas Weighted Blankets will not refund the cost of return shipping, this is at your expense.

Once the item is received the Nana's team will inspect the item for any of the following;

  • Holes and or missed sewn seams.
  • Damaged eyes
  • Broken seams and damage due to excessive force, please ensure you use 2 hands when handling all weighted toys as pulling at limbs will cause stress in the seams and damage.
  • Lifting items by a limb, tentacle other appendage.
  • Cutting threads or removing any labels
  • Evidence of pet hair or body fluids, or smell from perfumes or other odors

If anything is found, you will be contacted and a photo of what is found will be supplied via email. 

If there is no issue with the goods, you will receive a refund via the payment system that was used.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalized items.)   Please get in touch if you have questions or concerns about your specific item.

NDIS orders are limited as to the process for a refund, this will be managed with your plan manager, if you are self-managed you will need to contact your NDIS coordinator and get approval before we can process a refund. 

You can always contact us for any return question at [email protected]

NDIS - Your consumer rights

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].

Warranty Policy

Weighted blankets - Customers are entitled to a 6 month warranty period for any product faults.  
Weighted Toys - Customers are entitled to a 3 month warranty period for any product faults. 

Some examples of typical faults are listed below;

  • Holes and or missed sewn seams.
  • Damaged eyes.

Examples of things NOT covered by warranty;

  • Broken seams and damage due to excessive force, please ensure you use 2 hands when handling all weighted toys as pulling at limbs will cause stress in the seams and damage.
  • Lifting items by a limb, tentacle other appendage.
  • Cutting threads or removing any labels.

To start the warranty process application we will need the following details;

Nana's Weighted Blankets via email at [email protected]

  • Proof Purchase (Invoice Number)
  • Date of Purchase
  • Images of the damaged goods