RETURNS

We would like for your baby to love our products, but we know all babies are different. In the rare event that your baby may take time to adjust to our products or perhaps not take our products at all, we will accept your return inquiries within 14 days of purchase for a refund or store credit. 

Our first priority is to help you resolve your baby’s sleep challenge. 

• Fill out this simple customer support request form
• A customer service specialist will be in touch with you within 24 hours to help resolve your sleep issue or product usage issue 
• In case we are unable to help you resolve your challenge, a claim# and a claim form will be provided
• Simply print and fill the Claim form and return it with your purchase.
• Upon receipt, the claim form and the return will be assessed for accuracy of information and a refund or store credit will be issued in the amount paid, excluding any shipping costs, within 3-5 business days of the return receipt

*Partial returns made on two pack bundles will be processed such that the retained item will be marked at full price. The amount refunded will be the difference between the invoice amount and the full price of the retained item.

*All clearance items are “final sale” and are ineligible to be returned.

* Note that shipping charges to return purchased items are paid for by the customer, not MateCanary.

EXCHANGES

If you would like to exchange the purchased item for a different color, size or product, please follow these steps:

• Please make sure item is unopened and in original packaging 
• Fill out this simple customer support request form
• A customer service specialist will be in touch with you within 24 hours
• A claim# and an exchange form will be provided
• Fill the form and return* it with your purchased item
• Make a new purchase from https://matecanary.com/ for the desired item
• Once the returned item is received, it will be assessed and a refund or store credit will be issued, in the amount paid (excluding any shipping costs), within 3-5 business days

DEFECTIVE PRODUCT

We stand by the quality of our products. We honor exchanges of defective products within 60 days of the original purchase.

• Please fill out this simple  customer support request form
• Describe the defect clearly
• Attach clear images of the defective area, the complete product, and the tracking label (sewn behind the care label)
• A customer service specialist will be in touch within 24 hours and provide a claim #
• After assessing the claim a store credit will be provided to purchase a new item, minus the shipping cost of KSh 299 to mail the replacement item

PRODUCTS PURCHASED AT OTHER RETAILERS

For products purchased at a retailer other than https://matecanary.com/ that retailer’s return and exchange policy may apply. Please contact the retailer and have them work with us to solve the problem.