Refund policy
Our 15-day guarantee
We want you to feel confident shopping with Allay. If your product isn't right for your child, contact us within 15 days of delivery to arrange a return.
To qualify for a return
- The item must be unused, clean, and in its original condition and packaging.
- For hygiene reasons, we can't accept returns of items that have been used or washed, unless they are faulty.
- Proof of purchase (your order number) is required.
Your right to cancel (7-day cooling-off period)
Under the Electronic Communications and Transactions Act, you may cancel your order within 7 days of receiving it, without giving a reason. In this case, you're responsible for the cost of returning the item.
Faulty or damaged items
If your item is faulty, damaged or not as described, contact us within 2 months of delivery. We'll repair, replace or refund it, as provided for by the Consumer Protection Act. We cover the return delivery costs for faulty items.
How to return an item
- Email us at support@allay.co.za with your order number and the reason for the return.
- We'll send you the return address and instructions.
- Pack the item securely in its original packaging and send it back.
Please don't send items back without contacting us first.
Return shipping costs
For change-of-mind returns, the customer pays the return delivery cost. For faulty, damaged or incorrect items, we cover it.
Refunds
Once we've received and checked your return, we'll let you know by email. Approved refunds are paid to your original payment method within 7–10 business days. Original delivery fees are non-refundable, unless the item was faulty or incorrect.
Exchanges
Need a different size? Contact us and we'll help you swap it, subject to stock availability.