Payment methods, Shipping, Returns and Refunds

Payment methods we accept

Manual bank deposit

You will need to log into your online banking, banking app or make a deposit at a bank branch. We provide our bank details on checkout.

POLi

POLi is an online payment option you can use to safely pay for your order, directly from your bank account. No credit or debit card needed and POLi supports most banks. POLi is also kind enough to support charities by only charging minimal fees and makes things much easier for us. For more information see: https://www.polipay.co.nz/poli-for-consumers/

Manual payment plan

If you’re unable to afford something in one go, you can contact us to arrange a discount and/or set up a payment plan. How you make payments is completely up to you just so long as you ensure that your order is paid off in a timely manner or in the case of birth pool hire, you complete payments before your pool hire starts. For a payment plan for general items, contact [email protected]. To set up a payment plan for birth pool hire, contact [email protected]

Shipping

We use New Zealand Post courier to ship all items. Please note that any courier costs are passed on at cost to you, as such courier prices will vary month to month due to NZ Posts’ Variable Rates. The prices below are estimates only and subject to change according to NZ Posts’ courier prices + Variable Fuel Rates and Road User Charges. More information: https://www.nzpost.co.nz/about-us/who-we-are/terms-of-business/variable-fuel-rates

You’ll receive a tracking number via email once we’ve generated a shipping label. Tracking will not be available however until the courier has physically picked up your package. Sometimes the courier can take up to 24 hours (during weekdays) to collect a package. Please contact us if you don’t receive the tracking email or you still don’t have tracking details after two weekdays.

Refunds / Exchanges / Returns

General items

We only refund or replace items if they are defective or damaged. We check most items before shipping however sometimes items are damaged in transit. If you discover any items are defective or damaged in transit, we will replace it with the same item free just send a photo showing the damage to [email protected].

Changing your mind

If you purchased something and then change your mind, we don’t generally refund these items. However, if you are experiencing financial difficulty, please contact us [email protected] and we’ll see what we can do to help.

Birth Pool Liners

Pool liners very rarely have manufacturing defects however if you discover one, please contact [email protected] straight away with a photo (so we can send it to the manufacturer) and we will replace the liner free of charge.

If you buy a pool liner and discover you ordered the wrong one, you will need to return the original one to us (at your cost) and we will then send out another one, or you can exchange the liner via pickup. The liner MUST be unopened and unused to be exchanged. For hygiene and safety reasons, we cannot exchange liners that have been opened. Contact [email protected] to arrange an exchange.

If there is a price difference between pool liners, you will need to pay the difference. If the liner you exchange is cheaper, we will refund the difference.

Birth Pools

As per the pool hire contract, if you discover any issues such as severe damage, or missing items before use, you must contact the pool coordinator ASAP to arrange a repair or replacement.

Inflatable pools come with an emergency repair patch that can be used on small leaks. If the emergency repair patch is insufficient please contact the pool coordinator ASAP.

Any issues that are discovered before use will be resolved free of charge. If you cause damage to the pools whether unintentionally or negligently, you will be responsible for the costs incurred to clean, repair or replace the pool.

Exchanging birth pools

We can’t usually exchange birth pools if you change your mind about which one you want as pool hire is usually very busy and most pools are booked well in advance. However, feel free to contact us – we will freely exchange a pool if the one of your choice is still available. Please note that if the pool you want to switch to costs more, you may need to pay the increased price difference. Equally, if you switch to a cheaper pool, we will refund the difference.

Birth pool bonds

So long as you return your birth pool in the same condition as you hired it and followed the provided cleaning instructions, your bond will be refunded in full. If you do not follow the pool cleaning instructions and/or return the pool damaged, wet or contaminated, your bond may be partially refunded (for simple fixes) or may be used in full to cover cleaning and repair costs. Additionally if any damage you caused is severe enough that the pool needs replacing, you will be liable for some or all of the costs of a replacement pool. Please follow the pool instructions carefully to avoid damage to the pool.

Need further help?

If none of the above answered your question, please contact us at [email protected] for questions related to refunds and returns.