Refund policy
Last updated: 23 October 2026
At PIOEN Baby, we want every purchase to bring a little joy to you and your little one. We take pride in offering beautiful, thoughtfully selected baby essentials and meaningful gifts.
If something is not quite right with your order, we are here to help. This policy explains how returns, refunds and exchanges are handled in accordance with applicable South African consumer protection laws.
1. Your Consumer Rights
PIOEN Baby respects your rights under the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
Nothing in this policy limits or excludes any consumer rights that cannot lawfully be excluded.
2. Damaged, Defective or Incorrect Items
If you receive an item that is defective, unsafe, damaged on arrival or different from what you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number and contact details.
- A description of the issue.
- Clear photographs of the item and its packaging, where applicable.
Under Section 56 of the Consumer Protection Act, qualifying defective or unsafe goods may be returned within six months of delivery, at the supplier's risk and expense. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement or refund.
If we have sent you the wrong item or the item arrived damaged, PIOEN Baby will arrange an appropriate resolution in accordance with your legal rights. You will not be charged return costs where these are our responsibility under the law.
3. Change-of-Mind Returns
We understand that sometimes a purchase may not be quite what you expected.
For items that are not defective, our voluntary returns policy applies, subject to any statutory cancellation or return rights that may be available to you.
For voluntary change-of-mind returns, the following conditions apply:
- Please contact us within 7 days of receiving your order.
- Items must be unused, unwashed and undamaged.
- Products must be returned in their original packaging, with tags and accessories intact where applicable.
- Items must be returned in a condition suitable for resale.
- Proof of purchase or your order number is required.
- Return shipping costs are the customer's responsibility, unless the law requires PIOEN Baby to cover them.
Important: This voluntary policy does not replace or reduce any statutory cooling-off rights that apply to your purchase. Certain exclusions may apply under the law.
4. Personalised and Custom-Made Products
At PIOEN Baby, selected products can be personalised with your baby's name to create a special keepsake.
Because personalised products are made or customised specifically for you, we generally cannot accept change-of-mind returns or exchanges for these items, except where required by law.
This does not affect your rights if a personalised product is defective, unsafe, incorrectly personalised due to an error on our part, or otherwise fails to comply with your order or applicable consumer law.
Please check all personalisation details carefully before completing your purchase.
5. Baby Products and Hygiene
For hygiene and product-care reasons, we ask that baby products being returned under our voluntary change-of-mind policy are unused, unwashed and in their original packaging.
This includes blankets, bibs, loveys, pacifier clips, teethers, hair accessories and baby gift sets.
Where a product has been used, washed or opened, we may be unable to accept a voluntary change-of-mind return if its condition makes it unsuitable for resale.
However, hygiene considerations do not remove your statutory rights in relation to defective, unsafe or incorrectly supplied products, or any applicable statutory cancellation rights.
6. Gift Sets and Bundles
If you wish to return a gift set or bundle under our voluntary change-of-mind policy, the complete set must be returned, including all items and original packaging.
If only part of a set is defective or incorrect, please contact us so that we can assess the issue and arrange an appropriate remedy in accordance with applicable law.
7. Online Order Cancellation
For qualifying online purchases, the Electronic Communications and Transactions Act provides a cooling-off right that generally allows a consumer to cancel within seven days after receiving the goods, without giving a reason, subject to the statutory exceptions.
Where this right applies, the customer may be responsible for the direct cost of returning the goods. Refunds required under this provision must be made within the period prescribed by law.
Certain products, including goods made to the consumer's specifications or clearly personalised goods, may fall within statutory exceptions. The applicability of an exception depends on the circumstances and the law.
If PIOEN Baby fails to meet applicable legal requirements for an electronic transaction, additional cancellation rights may arise.
To request a cancellation, please contact us with your order number and a clear statement that you wish to cancel your purchase.
8. How to Request a Return
To request a return, refund or exchange:
- Email us using the contact details provided on our website.
- Include your order number, name and reason for the request.
- Attach photographs if your item is damaged, defective or incorrect.
- Wait for our instructions before sending the item back.
We will review your request and explain the next steps. Please do not send products to an address that has not been confirmed by our team.
9. Refund Processing
Once your return has been assessed and a refund is due, we will notify you.
Refunds will generally be made using the original payment method where reasonably possible, unless another method is agreed or required by law.
Statutory refund deadlines will be observed. Where no specific statutory deadline applies, we will advise you of the expected processing time.
Please note that the time taken for the funds to appear in your account may depend on your bank or payment provider.
10. Exchanges
If you would like a different colour or product, please contact us to discuss the available options.
Exchanges for change-of-mind purchases are subject to stock availability and our voluntary returns conditions. If an item is defective or incorrect, your statutory rights will apply.
11. Orders That Have Not Yet Been Dispatched
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will do our best to stop the order before dispatch. If the order has already been dispatched, the applicable cancellation, return and refund provisions will apply.
12. Contact PIOEN Baby
For assistance with a return, refund or exchange, please contact us through the contact details listed on the PIOEN Baby website.
Please include your order number so that we can assist you as efficiently as possible.
Thank you for choosing PIOEN Baby. We appreciate your support and look forward to being part of your family's special moments.
PIOEN Baby – Thoughtful essentials and meaningful gifts for mum and baby.