Refund policy

At Ben & Ellie Baby we pride ourselves on the high quality of our products. We personally quality check and pack all of our products prior to dispatch to ensure you are happy with what you receive.

If you are not happy with one of our products for any reason, please reach out to us at within 30 days of receiving your order. We will do our best to help you. 

We provide a 365 Happiness Guarantee on our Nappy Clutches and Nappy Bags. On all items, except those marked Samples/Factory Seconds, if the item you’ve purchased is defective or faulty in accordance with the Australian Consumer Law, we will replace the product for you or provide a refund as required by law. Defects and Faults do not include fair wear and tear from reasonable use of the item. All Factory Seconds / Samples sales are final, as is and cannot be returned. 

Choose carefully, we cannot provide refunds for change of mind or if the item has been used or damaged by you, tags have been removed, the original packaging has been discarded.

To return your item, please email We will provide you with further instructions on completing the return including an assessment of eligibility for refund. 

Refunds will be made in the form of the original payment.

Once your return is received, we will send you an email to notify you that we have received your returned item. If the refund request is approved, a refund will automatically be applied to your original method of payment. Please allow 14 business days for the refund to appear in your account.

If you haven’t received your refund within 14 business days, please check with your bank and credit card provider before reaching out to us at

Please note:
• We are not responsible for lost return packages. You should consider using a secure method of postage or trackable shipping service.
• We will cover the cost of shipping for items returned due to being faulty or defective.
• For all international returns, please specify “RETURNED GOODS” on the package so that the items do not attract customs duties and taxes.
• We reserve the right to refuse a return or exchange request where that request does not comply with our Returns & Refunds Policy.