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Returns and Exchanges

We work hard to create happy customers! We truly value your business and want to ensure your satisfaction.
If you experience a product defect, these are handled directly by the manufacturer. If you require assistance getting in touch with the manufacturer, please contact us via e-mail and we will do our best to help. Return shipping to the manufacturer is the responsibility of the customer.
If you are not happy with your purchase for any other reason, you may return the item(s) as follows:
  • Please contact us before returning your item(s). We require the following information to process an exchange or refund:
  • Your name
  • Your mailing address
  • The date of purchase
  • A description of products for return/exchange
  • The reason for return/exchange
All returns must be received in new condition unused, unwashed, with all tags and original packaging intact (the only exception is diapers in our Cloth Diaper Test Drive program - see details below). You may return any item within 30 days of purchase for a refund or store credit (less shipping – items returned that were sent under a free shipping offer will have the actual shipping costs deducted from the refund).
Within 15 days from the date your order was placed you may return your item(s) for a full refund. After 15 days up until 30 days after the order was placed, we will accept the return and provide you with an online store credit. After 30 days, all sales are final and no item(s) may be returned.
Please note that you are responsible for the return shipping costs. In addition, if you purchased under a free shipping offer, the actual shipping costs from sending the package to you will also be deducted from your refund/credit. We are not responsible for packages that are lost or damaged in the mail so please insure your package when you return it to us.
Cloth Diaper Test Drive Return Policy
New & Green offers a Cloth Diaper Test Drive program which allows you to trial brand new diapers to find out what you like! You may keep any diapers in our Cloth Diaper Test Drive category for up to 21 days risk free. If during this time you decide you aren't in love, simply return the diaper(s) to us. Your 21 days start from the day Canada Post delivers the diaper(s), not the date from which they are shipped. We want to ensure you have a full 21 days to enjoy them. If you are uncertain about the shipping arrival date, please feel free to call or email anytime. We can look this information up for you in our shipment tracking system. Or, take a boo at your shipping notification email. If you click on the tracking number included, it will tell you the date Canada Post delivered the diapers.
You may select up to a maximum of 2 of the same diapers. For example you may pick 2 Tots Bots and 2 bumGenius 4.0 and 2 bumGenius Freetimes, to try all six diapers, but not 3 bumGenius 4.0s.
Diapers do NOT need to be returned stain free. It is OK if they are stained. Please wash and use these diapers in accordance with the manufacturer instructions as noted with each diaper. Do NOT use store bought diaper cream as it will ruin the diapers.
Please ensure that diapers are returned free from any smoke smell, pet hair and lint. They must be clean and *dry* before they are shipped back. Again, it is okay if there is some staining, but please ensure you have washed and thoroughly dried any diapers you are shipping back to us.
Please email us for a RMA number to include with your shipment if you want to return any diapers. Diapers MUST be post-marked no more than 21 days after the diapers were confirmed delivered / notification card was left by Canada Post or they will not be accepted for refund or store credit. We recommend you send with a tracking number to ensure the diapers are not lost in the mail system.
Please allow up to 5 business days for processing of any returned diapers after they are received by New & Green.