Shipping and Returns Policy

1. Overview

Nana's Baby Essentials serves customers shopping for baby products, gifting from the registry, and placing orders for delivery in Nigeria. This policy applies to standard product orders, registry-related orders, and customer support issues connected to shipping, delivery, returns, exchanges, and refunds.

If this policy conflicts with a mandatory consumer right under applicable law, the legal rule will apply. You should also review our Terms of Service and Privacy Policy.

2. Shipping Policy

Shipping on Nana's Baby Essentials is controlled by the delivery options shown at checkout. Customers do not type in their own shipping tier. Instead, you select from the active shipping options we have made available for that order.

• Each shipping tier may have its own fee, label, and estimated delivery time.
• The options visible at checkout are the only options currently available for that order.
• Shipping fees are added to the order total before payment is completed.
• Delivery estimates are guides, not guaranteed appointment windows.

3. Order Processing

Orders are processed after successful payment confirmation and internal review. Processing may include stock confirmation, packaging, address review, and payment verification.

• Orders are not treated as confirmed for dispatch until payment is successfully verified.
• Processing times may be longer during sales, public holidays, system downtime, or unusually high order volume.
• If we identify a product, payment, or delivery issue, we may contact you before dispatch.

4. Delivery Coverage And Timing

Nana's Baby Essentials primarily serves customers in Nigeria. Delivery times depend on the shipping tier selected, your delivery destination, stock readiness, courier movement, traffic conditions, weather, and public holiday schedules.

Some delivery tiers may be designed for Lagos while others may cover wider locations. The exact options available for a particular checkout are based on the active delivery setup we have configured at that time.

5. Customer Responsibilities For Delivery

To help us deliver successfully, you are responsible for providing accurate details at checkout.

• Use the correct full name, phone number, delivery address, city, and state.
• Make sure the phone number provided is reachable around the expected delivery period.
• Be available to receive the order directly or arrange for an authorized recipient.
• Promptly respond if our team reaches out about delivery clarification.

We are not responsible for delays, failed delivery attempts, or extra handling caused by incomplete addresses, wrong phone numbers, missing landmarks, or an unavailable recipient.

6. Delays, Failed Deliveries, And Re-Delivery

Delivery may be delayed by courier issues, traffic, security restrictions, weather, holidays, operational backlog, payment verification, or address problems.

• If delivery fails because the customer cannot be reached or the address is incorrect, we may require a re-delivery arrangement.
• Additional delivery charges may apply if a second delivery attempt is required because of customer-provided errors or missed receipt.
• If an order cannot be safely or reasonably delivered, we may hold it for support resolution before proceeding further.

7. Shipping Fees

Shipping fees are based on the tier selected at checkout and are displayed before payment. We may update tier labels, delivery fees, or estimates from time to time, but the amount charged for a completed order is the amount shown and accepted during that checkout.

Shipping charges are generally non-refundable once dispatch work has begun, except where the return or refund is caused by our confirmed error, an item defect established after review, or another reason we expressly approve.

8. Registry Orders And Gift Deliveries

Registry orders and funded registry items are subject to the same delivery principles as standard product orders. Delivery may depend on the registry owner's saved shipping address and the item or contribution status at the time payment is confirmed.

• Registry item availability can change before payment is fully completed.
• Partial funding may be applied only to eligible selected items as supported by the checkout flow.
• Delivery of registry goods may be coordinated using the registry owner's shipping details where required.

9. Return Policy

Because Nana's Baby Essentials sells baby-related products, returns are handled carefully with attention to hygiene, safety, product condition, and resale suitability. A return is not automatic simply because a package was delivered. Every request is subject to review.

If you believe an item is wrong, damaged, defective, incomplete, or unsuitable based on a confirmed order issue, contact us as quickly as possible after delivery with your order details and clear evidence where relevant.

10. Items That May Be Eligible For Return Or Exchange

Subject to review, we may consider a return, exchange, or refund where:

• the wrong product was delivered;
• the delivered item arrived visibly damaged;
• the product has a manufacturing defect confirmed after inspection;
• the order is incomplete and the missing portion cannot be resolved quickly; or
• we expressly approve the return based on the condition and circumstances reported.

11. Items That Are Usually Not Returnable

Unless required by law or expressly approved by us, we generally do not accept returns for:

• items that have been used, washed, altered, or damaged after delivery;
• items returned without original packaging where packaging is important for resale or safety review;
• hygiene-sensitive or personal-use baby items once opened, unsealed, or used;
• items damaged through misuse, poor handling, or storage after delivery; or
• issues reported too late for us to verify responsibly.

12. Return Request Process

To request a return, exchange, or refund review, contact Nana's Baby Essentials with:

• your order number or the email/phone used for the order;
• the product name and quantity involved;
• a clear description of the issue;
• photos or video where damage, wrong item, or defect is involved; and
• your preferred resolution, such as exchange, replacement, or refund review.

Please do not send an item back without instructions from our team. An unauthorized return may delay or prevent proper resolution.

13. Inspection And Approval

Returned or disputed items may need to be inspected before we approve a replacement, exchange, refund, or store credit. Our review may consider the item condition, packaging, the reported issue, supporting evidence, courier history, and the time between delivery and report.

14. Refunds, Store Credit, And Exchanges

If we approve a return-related resolution, the remedy may be a replacement, exchange, store credit, partial refund, or full refund depending on the specific case.

• Refunds, where approved, are generally returned through the original payment path or another method we specify.
• Shipping charges may be deducted or retained where the issue was not caused by Nana's Baby Essentials.
• Exchanges are subject to stock availability at the time the request is approved.
• If a direct replacement is not available, we may offer another reasonable resolution.

15. Order Cancellations

If you need to cancel an order, contact us immediately. We cannot promise cancellation once processing or dispatch has started.

• If an order is cancelled before dispatch and before irreversible processing steps, we may approve cancellation.
• If dispatch has already started, the order may instead fall under our return review process.
• Registry-related payments may be subject to additional checks before any reversal is considered.

16. Support Expectations

We aim to resolve genuine order issues fairly and as quickly as possible. However, some cases require verification with warehouse, store, courier, registry, or payment records before a final decision can be made.

17. Contact Support

For shipping, delivery, return, exchange, or refund questions, contact Nana's Baby Essentials using any of the channels below:

Email: nanasbabyessentials@gmail.com
Phone / WhatsApp: +234 802 474 0159
Mainland Store: 71 Ogunlana Drive, Surulere, Lagos
Island Store: Block A4 Shop 844/845, HFP Eastline Shopping Complex, Abraham Adesanya Bus Stop, Ajah, Lagos