Returns & refund policy

Updated 3 months ago

Why we do not accept returns

Infant formula is a food product for babies. Once it has left our warehouse, we cannot guarantee how it has been stored or handled, which means we cannot sell it to another family. For that reason we do not accept returns on formula.

That does not mean you are stuck. If something is wrong with your order, or if your baby does not get on with the formula you chose, we will help you.

Your baby does not get on with the formula

Babies can be picky, especially when trying something new. This is what our 100% Satisfaction Guarantee is for.

If you or your little one are not happy with the formula you chose, let us know. We will give you store credit for one unit so you can try a different brand, and we will help you find an option that suits your baby better.

You received the wrong item, or an item is missing

Contact us within 3 days of receiving your order and include a photo of what you received, along with your order number.

We will look into it and put it right — either by sending the correct item, or by refunding you.

Your item arrived damaged

If a seal is broken, a tin is dented, or the packaging has been damaged in transit, send us a photo along with your order number. We will send a replacement.

Never use formula from a package with a broken seal. See our article on what to do if your package arrives damaged.

When do you refund?

We refund when the mistake is ours:

• You received the wrong item, and you would rather have a refund than a replacement
• An item was missing from your order
• We are unable to send a replacement

Shipping costs are refunded when the error was on our side.

How do I get in touch?

Use the Report issue option in this Help Center, or contact our team directly. Have your order number ready, and a photo if something is wrong with what you received — it helps us resolve things faster.