Refund policy

Last updated: 23rd March 2026 [Introduction of 12-month warranty period for Mimi & Co® products, Introduction of FreedomFlow® Warranty Policy]

Mimi & Co AU Pty Ltd Returns Policy

Return Duration:

You have a 30-day window to initiate a return from the day you receive your item.

Return Eligibility:

To qualify for a return:

• Items must be in the original condition: unworn, unwashed, and unused (unless faulty).
• You must provide a receipt or proof of purchase.
• Returns must be pre-approved by contacting us at support@mimiandco.com.au
  Returns sent without prior approval will not be accepted.

Return Initiation:

Start by contacting us at support@mimiandco.com.au. Upon acceptance of your return request, we'll provide directions on how to proceed. Returns shipped without prior approval will not be accepted. Return shipping to our designated address is borne by the customer.

Refund Deductions:

For change-of-mind refunds, we will deduct:

• Outbound & inbound Shipping Fees
• Shopify Platform fees
• 20% restocking fee.
• Payment merchant fees, range from 4% to 11% based on your payment method.
• Any other out of pocket expenses experienced by Mimi & Co in conjunction with your order; including admin and customer service fees if necessary.

Cancellation prior to picking and packing of your order will not incur any change-of-mind refund fees.

Damages and Discrepancies:

Inspect items upon arrival. Should you encounter faults, damages, or incorrect items, contact us promptly. We're committed to rectifying such issues.

Non-Returnable Items:

The following are exempt from returns:

• Used items, unless they are faulty.
• Items opened by destroying packaging.
• Clearance & sale items (unless defective).
• Gift cards.
• Customised & personalised products 

If you're uncertain about the return eligibility of a product, kindly reach out to us.

Exchanges:

To exchange an item, first, return the original product. Once your return is processed, you can then make a separate purchase for the desired item.

Refunds:

Upon receiving and inspecting your returned item, we will inform you of its approval status. Approved refunds are processed to the original payment method. Note: The time it takes for the refund to reflect in your account can vary based on your payment provider.

Mimi's Nappy Refund Policy

At Mimi and Co, we stand behind the quality and performance of our nappies with a comprehensive refund policy. Our aim is to ensure that every customer is fully satisfied with their purchase, while also respecting the hygienic nature of our products.

Trial Before You Commit: We encourage our customers to purchase singular products to test before investing in larger quantities. This approach allows you to assess the suitability of our nappies for your baby's unique needs without a significant upfront commitment.

Partial Change of Mind: If you wish to return only part of your order and the items you originally purchased qualified for a bundle or multi-buy discount, please be aware that returning items may affect your eligibility for that discount. If the items you are keeping no longer meet the bundle requirements, the discount you received will be removed and the difference will be deducted from your refund.

This ensures you are charged the correct price for the items you are keeping, as if you had purchased them individually at checkout. For example, if you purchased a Full Time Stash bundle and received a bundle discount, but then return some of the items, the bundle discount will no longer apply and the value of that discount will be subtracted from your refund amount.

Refund Eligibility: If you are not satisfied with your initial purchase, we are happy to provide a full refund for any unwashed un opened and unworn items. Please note that due to the personal nature of our products, we can only accept returns of items that are in their original re-sellable condition. Once a nappy has been used or washed, it cannot be returned unless it is faulty.

Faulty Items: In the rare event that you receive a faulty item, we will uphold your rights under the Australian Consumer Law. According to the ACCC policy, customers are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

To process a return, please follow these steps:

1. Contact our customer service team within 30 days of purchase to initiate a return.
2. Provide proof of purchase or birth of your baby and, if relevant, evidence of the fault.
3. Send the unwashed and unworn items back to us as directed by our team.

We will process your refund promptly upon receiving the returned items and confirming their condition.

Important Notes:

• This refund policy does not apply to items that are not faulty but have been washed, worn, or used.
• The guarantee does not cover issues related to sizing or material sensitivities, general fit and leaks and personal preference.
• We recommend keeping all original packaging until you are certain the product is right for you.
• Custom or personalised items are not eligible for a return unless they are defective.

We appreciate your understanding and adherence to this policy, which helps us maintain the highest standards of hygiene and customer satisfaction.

For any questions or concerns, please reach out to our customer support team.

Returns Due to Non-Delivery

Parcels Returned to Sender

In cases where a parcel is not signed for, picked up, or collected in time and is returned to us, the customer will be liable for the cost of return postage and return warehouse fees. To have the parcel sent out again, the customer must cover the postage fees (including the "return to sender" fees paid by Mimi & Co AU Pty Ltd) plus any applicable warehouse fees. It is the customer's responsibility to ensure that their delivery details are correct and that they are able to receive or collect the parcel within the courier's specified timeframe.

If you choose not to have the parcel sent out again, the postage fees + return postage fees + all warehouse fees will be deducted from your total refund amount. 

Partial Order Returns and Shipping Thresholds

Returning Part of an Order

When a customer wishes to return part of their order, the standard return fees and procedures apply. Additionally, if the value of the order with the returned items falls below our minimum "free shipping" threshold, the customer will be liable for the original cost of shipping. This cost will be deducted from the eligible refund amount. This policy ensures fairness and allows us to continue offering competitive prices and shipping options to all our customers.

Your order will also be reviewed for the new applicable tiered discount applicable. For example: if you purchased 24 cloth nappies you are eligible for a 20% volume discount. If you wish to them return 15 of your nappies you are no longer eligible for a 20% discount on the remaining items you are keeping. Instead these remaining items are liable for a 10% discount.

The difference of your new eligible volume discount will be dedicated from your refund amount.

Please review your order carefully before initiating a return, and reach out to our customer service team if you have any questions regarding your return or exchange.

No Red Marks Guarantee:

At Mimi & Co, we prioritise the comfort of your little ones with our "No Red Marks" policy for our Average Wetter Minky Night Nappies. We understand the concern of parents when it comes to any discomfort caused by night nappies, and we are committed to ensuring our nappies leave your baby's skin mark-free and comfortable.

Resolution and Refund: If you find that our Average Wetter Minky Night Nappy is leaving red marks on your baby's skin, we urge you to contact our customer service team. We will provide personalised advice and suggestions to adjust the fit and use of the product to prevent any marks. However, if after consultation the issue is not resolved, we stand ready to arrange for the return of the item and offer a full refund.

To avail of this guarantee, please ensure the following steps are taken:

1. Document the concern with photographs and communicate this with our customer service team promptly.
2. Attempt the provided solutions to ensure it is not a fitting issue.
3. If red marks persist, contact us again for a return authorisation.

Please Note:

• The guarantee applies to red marks caused by the fit of the Average Wetter Minky Night Nappy and does not cover issues related to sizing, material sensitivities, or other unrelated defects.
• The item must be returned in clean condition, following any specific instructions provided by our team.
• This guarantee is valid for 30 days from the date of purchase, allowing ample time for you to test the nappy and seek assistance if needed.

By including this policy, we reassure our customers that we are dedicated not only to the effectiveness of our nappies but also to the comfort and well-being of the babies who wear them.

If you have any questions or need to initiate a return under the "No Red Marks" guarantee, please contact our customer service team for assistance.

Money Back - Scope of the Guarantee:

At Mimi & Co, we are confident in the quality and performance of our nappies, which is why we offer a money-back guarantee. This guarantee is designed to give you the peace of mind to try our nappies without risk.

Conditions of the Money Back Guarantee:

1. Trial Period: The guarantee is valid for 30 days following the delivery of your nappies, providing you with ample time to wash and try one of the nappies.

2. Limited Use: Only one nappy from your purchase may be used to qualify for a refund. If multiple nappies or a pack were purchased, all can be returned, but only one may have been washed, tried on, or worn.

3. Return Conditions: All other nappies must be in unused, unworn, and in brand-new condition. The washed/worn nappy must also be cleaned and returned in a state that adheres to our health and safety standards.

4. Expectant Parents: If you are currently pregnant, we understand that you will need more time to try our product. Please contact us to extend the warranty to 30 days after the birth of your baby.

5. Refund Process: To initiate a refund under this guarantee, please reach out to our customer service with your order details and the reason for the return. Our team will guide you through the process and provide any necessary instructions.

Please Note:

• The Money Back Guarantee applies to product dissatisfaction and does not cover issues unrelated to personal preference, such as prints, colour choices,  skin sensitivities or fabric compositions. 
• Refunds will be issued to the original form of payment upon receipt and inspection of the returned items.
• Shipping costs for the return will not be covered by Mimi & Co.

Our aim is to ensure that every family can try our nappies with the reassurance that they can invest in a product that meets their needs and expectations.

If you have any questions about our Money Back Guarantee or need further assistance, please do not hesitate to reach out to our dedicated customer care team.

12-Month Manufacturer’s Warranty

We proudly offer a 12-month warranty on all Mimi & Co reusable nappies and accessories, covering any manufacturing faults under normal use.

What’s Covered:

- Faulty stitching or construction

- Delamination of TPU

- Defective snaps or elastic

- Fabric faults present at purchase

What’s Not Covered:

- General wear and tear over time

Exclusions

The warranty does not cover issues arising from normal wear and tear, misuse, neglect, incorrect washing, bleach use or accidents. Additionally, modifications, alterations, or any attempt at repair by the customer or third parties will void this warranty.

Important: Warranty Void for Non-Compliance with Wash Routine

The warranty will be void if the customer does not follow the wash routine provided by Mimi and Co. Proper care is essential to maintain the integrity and performance of our products. Please adhere to our recommended wash routine to ensure your items remain eligible for warranty coverage. 

Claims Process

To make a warranty claim, please follow these steps:

1. Contact our customer support team via our website, providing your order number and a detailed description of the issue. Include clear photographs documenting the manufacturing fault.
2. Our team will review your claim and may request additional information or photographs.
3. Once your claim is validated, we will determine the most economical solution between offering a credit or a replacement.
4. Instructions for the return of the faulty item may be provided if necessary. Mimi and Co will cover any associated shipping costs for validated warranty claims.

Warranty Solutions

• Credit: If a credit is deemed the most economical solution, a credit note for the value of the faulty item will be issued, redeemable against future purchases with Mimi and Co.
• Replacement: If a replacement is the chosen solution, a similar item (subject to availability) will be sent to the customer at no additional cost.

Limitations

The warranty is only valid for the original purchaser and cannot be transferred. Proof of purchase from Mimi and Co or an authorised retailer is required for all warranty claims.

Customer Satisfaction

Our aim is to ensure your complete satisfaction with our products. If you experience any issues, please do not hesitate to reach out to us. We are here to support you throughout your journey with Mimi and Co products.

Thank you for choosing Mimi and Co. We appreciate your support and are committed to providing you with products of the highest quality.

Freedom Flow® Products – Refund & Warranty Policy

Overview

Freedom Flow® products are designed to offer long-lasting, body-safe, reusable period care. As with all products sold by Mimi & Co AU Pty Ltd, our refund and warranty policy ensures both hygiene and fairness, while complying with Australian Consumer Law.

Warranty – 3 Years of Protection

All Freedom Flow® menstrual discs and reusable pads are covered by a 3-year warranty from the date of purchase. This warranty protects against:

• Manufacturing defects

• Material faults (e.g. torn seams, cracks, broken rims)

• Seal failures (e.g. internal splitting of the disc rim)

Warranty claims must:

• Include proof of purchase

• Include clear photos of the issue

• Show the fault is from a defect, not misuse or wear

Change-of-Mind Returns

Due to the intimate nature of menstrual care products, we must maintain strict hygiene standards. Change-of-mind returns are accepted under the following conditions:

Reusable Menstrual Pads

• Must be unwashed, unworn, and in brand-new condition

• Must include original sealed packaging

• Must be free from stains, odours, or damage

Reusable Menstrual Discs

• Must be unused and in re-sellable condition

• Must be inside the original packaging, ideally still sealed in the inner plastic sleeve

• If the inner sleeve is opened or tampered with, the item cannot be returned for change-of-mind

We reserve the right to reject returns that do not meet these standards to ensure the safety and hygiene of our customers.

Menstrual Disc Returns

We understand that menstrual discs are a new experience for many customers, and issues like leaks, fit, or comfort can arise. However, as discs are internal medical-grade silicone products:

• Once removed from the sealed inner sleeve, they cannot be resold or returned for hygiene reasons

• We cannot accept returns or refunds for:

  • Personal discomfort or product misuse (e.g. incorrect fold or insertion)

  • Fit-related issues (e.g. slipping, leaking), unless caused by clear manufacturing defect

  • Used or trialled products

• Our team is happy to assist with fit advice and troubleshooting to improve comfort and performance

Exclusions

The 3-year Freedom Flow warranty does not cover:

• General wear and tear (e.g. gradual discolouration or softening)

• Damage from improper sanitisation

• Use of harsh chemicals or bleaches

• Damage caused by misuse, incorrect insertion, or improper cleaning

• Discs or pads returned after use unless a manufacturing fault is present

Submitting a Freedom Flow Claim

For warranty or refund support:

1. Contact support@mimiandco.com.au

2. Include your order number, item details, and photos

3. Our team will assess eligibility and may request return of the item for inspection

If approved:

• A replacement will be sent, or

• A store credit or refund issued at our discretion

We are committed to making periods more comfortable, sustainable, and supported – and we’re here to help every step of the way.

Additional Policy Clauses

Order Consolidation & Free Shipping

• Orders placed separately cannot be combined post-submission. The free shipping threshold applies individually to each order. For example, if you submit multiple orders that together exceed $200 AUD, free shipping will not be applied unless each order independently meets the threshold.

Force Majeure

• Mimi & Co is not liable for delays or failures to perform due to events beyond our control, including natural disasters, pandemics, government actions, strikes, or other unforeseen events (Force Majeure Events). In such cases, performance is suspended for the duration of the event.

Electronic Communications

• All communications between you and Mimi & Co (including email, online forms, and digital notices) are considered valid and binding. Electronic records of all such communications will be maintained as part of the transaction.

Inquiries:

For questions or clarifications regarding returns, please email us at support@mimiandco.com.au.

Thank you for shopping with Mimi & Co AU Pty Ltd.