Returns & Exchanges
Faulty or damaged items
We pride ourselves on the quality of our products, but we manufacture (and deliver) by humans, not robots so very occasionally a product may develop a manufacturers fault or arrive damaged. Luckily for us, it doesn’t happen very often. Send us an email, telling us what you ordered, your order number and we will get this sorted for you ASAP! We will do everything we can to resolve this situation to your satisfaction.
Brolly Sheets is so confident of the quality of our products we offer a 12 month guarantee on all products - with the exception of our Bed Wetting Alarms which are guaranteed for 6 months and our Snazzipants nappies which are guaranteed for 90 days.
The guarantee starts on the day you purchase our products.
If you Email us at info@BrollySheets.com and can attach a photo – we can get it sorted very quickly in most cases. We will send you out a shipping label that allows your return your parcel at any New Zealand post office.
Change of mind returns
We know life is busy and sometimes you order the wrong size, the wrong colour or you order a product you don't actually need. Therefore, you can either return an item within 90 days of purchase, or exchange the item if you prefer with a product of equal value.
Please note that for all returns, the product will either be exchanged or refunded with a gift card of equal value. These gift cards are valid for 3 years from date of purchase or exchange. Once the expiry date has passed the gift / exchange card is no longer valid and cannot be extended.
Click here to fill out or form and customer service will contact you with next steps.
Please note, we need the items back unused and in their original packaging. Exchanges for used items cannot be accepted.
Please be aware that if you choose to exchange a product, you will be responsible for covering the shipping costs in both directions.
Clearance Products
Our usual returns policy does not apply to Clearance Items, so please check all details carefully before ordering. Clearance items can not be returned for refund or exchanged for other products, however if your clearance items are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
Sending an item back for exchange
We accept exchanges, click here to fill out our exchange form and customer service will be in contact for next steps.
Please note, we need the items back in saleable (unused condition), and in their original packaging. Therefore, we can't accept exchanges where the item has been used. We do not accept returns of clearance products or underwear for hygiene reasons. Shipping is not refundable on returns. If you would like to return something for an exchange you will be responsible for the cost of shipping in both directions.
Products bought discounted at Baby Expos cannot be exchanged. These products are quite often “end of line".
If you would like us to return for an exchange you will be responsible for the cost of shipping in both directions.
Post back to our office:
Brolly Sheets Ltd
PO Box 302393
North Harbour
Auckland 0751
Missing Orders
Check your order confirmation email for the tracking number. If that doesn’t work, send us an email, telling us what you ordered, your order number and we’ll get right onto tracking it down for you.
If you have not notified us within 1 month of your order date, we cannot offer any compensation or replacement stock.
Frequently Asked Questions
Why have I only received part of my order?
Brolly Sheets operates 2 warehouses and we split orders between the 2 warehouses based on stock availability. This means that to complete your order, you may receive more than one package from us. Each package that we dispatch will have its own shipping confirmation, including the tracking number.
Can I change my order or contact details after it has been placed?
We start to pack your order as soon as we receive it, so we can get it on its way to you as soon as possible. This means, changes can be a bit tricky! We recommend you call us immediately so we can do our very best to make sure we catch it before it leaves the warehouse. Simply have your order number handy and give us a call.
