Return & Refund Policy

Last updated: April 2026

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By accessing the Site or placing an order, you acknowledge that you have read and accepted this policy together with our Legal Notice, Terms of Service, Privacy Policy, Shipping Policy, Return & Refund Policy, and Purchase Options Cancellation Policy. The Legal Notice contains material disclosures about how the Site uses dynamic indicators, animated counters, lifestyle imagery, expert portraits, customer reviews, and AI-assisted content. You are encouraged to review it before continuing.

Because Wermom products are intimate, hygienic essentials worn next to a mother’s or baby’s skin, our return rules are written to protect every customer’s health and safety — yours, the next mom’s, and ours. Within those reasonable limits, we want to make returns and refunds easy, fair, and human.

1. Return window

You may request a return within fourteen (14) days of the date your order is delivered. Requests received after the 14-day window cannot be processed except where required by applicable consumer-protection law.

2. What we accept

To be eligible for a return, the item must be:

• Unopened, unused, and in its original sealed packaging;

• In re-saleable condition, with all tags, seals, and inserts intact;

• Accompanied by proof of purchase (order number or confirmation email);

• Returned within fourteen (14) days of the date you initiate the return request with us, with valid return authorisation issued by our team.

3. What we cannot accept

For health, safety, and hygiene reasons, the following items are non-returnable. This is industry-standard practice for products of this kind and is consistent with applicable consumer-protection law for goods unsuitable for return for hygiene reasons once unsealed:

• Opened diaper packs or diaper subscription boxes (once the outer seal is broken).

• Opened wipe packs or wipe refills (once the dispenser seal is broken).

• Worn or used belly wraps (any sign of wear renders them non-resaleable for the next mother).

• Worn or laundered slippers and apparel.

• Free gifts, samples, or promotional items received as part of an order.

• Final-sale items, including any product clearly marked “Final Sale” on the product page or at checkout.

• Items damaged by misuse, improper laundering, or normal wear after delivery.

• Items returned without prior return authorisation issued by Wermom in writing.

4. Damaged on arrival or wrong item received

If your order arrives damaged, defective, or contains a wrong item, please contact returns@wermom.com within seven (7) days of delivery, with:

• Your order number;

• A clear photograph of the issue (including outer packaging where damage is visible);

• A short description of what is wrong.

In these cases we will, at our discretion and at no cost to you, either send a free replacement or issue a full refund (including original shipping). We will also cover return shipping where a return of the original item is necessary. Reports received after the 7-day window may be reviewed at our discretion but are not automatically eligible.

5. How to start a return

Email returns@wermom.com from the email address used to place the order, with:

• Your order number;

• The item(s) you wish to return;

• A short reason (helps us improve products);

• A photograph confirming the items are in unopened, original condition (where possible).

We will reply within two business days with a return authorisation number and the return shipping address. Items shipped back without prior authorisation may not be processed and may be returned to sender at the customer’s expense.

6. Return shipping

• For change-of-mind returns (eligible items only): the customer is responsible for return shipping costs and for ensuring the package reaches us safely. We strongly recommend a tracked, insured service. We are not liable for items lost or damaged in transit on a return shipment unless we paid for the return label.

• For damaged, defective, or wrong-item returns: we cover the return shipping. We will provide a prepaid return label.

• Original outbound shipping is non-refundable for change-of-mind returns. Where the issue is our fault, original shipping is fully refunded.

7. Refund timing & method

Once your return is received and inspected, we will notify you of approval or denial within three (3) business days.

• Approved refunds are issued to the original payment method.

• Refunds typically appear on your statement within five (5) to ten (10) business days after approval, depending on your bank or card issuer.

• We do not charge a restocking fee. We do require that the item meet the conditions in section 2.

• If a returned item is found, on inspection, not to meet the conditions in section 2 (for example, opened seal, signs of wear, missing inserts), we may decline the refund and either return the item to you at your expense or, with your consent, dispose of it. We will document such cases with photographs.

8. Exchanges

We do not offer direct exchanges. If you need a different size or product, please return the eligible original item and place a new order. This keeps inventory accurate and lets us serve every customer fairly.

9. Subscription orders

Items received as part of an active subscription follow the same return rules above (sections 1–7). Cancelling your subscription does not retroactively refund earlier shipments. To manage subscriptions, see our Purchase Options Cancellation Policy.

10. Gifts

If you received a Wermom item as a gift and it qualifies under section 2, the recipient may request a return. Refunds for gift returns are issued as a gift card of equivalent value (so the original purchaser is not visibly refunded). Where the gift recipient prefers a direct refund to the original payer, we can do that instead with the original payer’s consent.

11. Pre-orders & backorders

Pre-order or backorder items may be cancelled at any time before they ship, for a full refund of the amount paid. Once shipped, the standard return rules in this policy apply.

12. Anti-abuse

We reserve the right, in our reasonable discretion, to refuse service — including future orders, subscriptions, or returns — to any customer who:

• Submits serial returns of opened products in stated “unopened” condition;

• Misrepresents the condition of returned items;

• Reports non-receipt of packages confirmed delivered by the carrier without supporting evidence;

• Engages in payment-method abuse, including chargeback fraud after receipt;

• Otherwise repeatedly engages in conduct that substantially undermines the spirit of this policy.

We will not refuse a return where statutory consumer rights require us to accept it. Where we exercise our right to refuse, we will provide a written explanation by email.

13. Your statutory rights

Nothing in this policy limits or excludes any rights you have as a consumer under applicable Canadian federal or provincial consumer-protection law, including the Competition Act (Canada), the Ontario Consumer Protection Act, and the Quebec Consumer Protection Act. Where a term of this policy conflicts with such statutory rights, the statutory rights prevail to the extent of the conflict.

14. Contact

• Returns: returns@wermom.com

• General customer support: hello@wermom.com

Replies within two business days from a real person on our team.