My Item is Faulty what can I do?Updated 14 days ago

We’re Sorry to Hear About Your Experience

While we take great care in inspecting all our items.

If you've placed an order through our website and received a damaged item, or if you believe your order is faulty, we're here to assist you in resolving the issue promptly.

If you made your purchase through one of our partner retailers, please reach out to them directly, as we operate separately from these stores.

Occasionally, a faulty item may slip through our quality checks. If your item has a manufacturing fault, we’ll be happy to help arrange a replacement or
appropriate resolution.

Please submit your faulty item through our Returns Portal and follow the prompts.

To help us assess your faulty item, please have the following ready:

A description of the fault
An image or video showing the fault
The batch number, found on the care instructions tag

There is no return shipping or label fee for approved faulty item returns. ergoPouch will cover the associated return shipping costs.

Minor Faults – Faults That Are Still Fit for Purpose

At ergoPouch, sustainability is a core value, and we actively encourage the reuse of our products. Our designs are crafted with the highest quality materials and manufacturing techniques to ensure safety, durability, and comfort while meeting safe sleep standards.

However, we understand that every baby is unique and their growth patterns can lead to different types of wear and tear. Body shapes, movements, and even sleep positions can cause varying degrees of wear on clothing over time.

To help reduce the amount of clothing that ends up in landfills, we recommend repairing items when possible. If you'd like to repair your product, we are happy to assist once our Customer Service Team has reviewed the item.

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