Dear TenderHug Family,

Just as we carefully select each product in our Baby Care Shop with your little one’s comfort in mind, we want your shopping experience to be worry-free. If an item doesn’t meet your expectations, we’re here to help with our simple returns process.

Our Return Promise

We accept returns and exchanges within 15 days of delivery for most items in their original condition (unused, unwashed, with tags attached). Your satisfaction is as important to us as the safety standards in our baby products.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Breast pumps and accessories (including all items in our Breast Pumps & Accessories category)
  • Bath and health products (from Bath & Health category)
  • Clean & Sterilization products
  • Any opened personal care items

These exceptions follow industry standards for infant health protection.

Easy Returns Process

Step 1: Initiate Your Return

Within 15 days of receiving your order:

  1. Complete our Return Request Form below
  2. Email it to [email protected]
  3. Our team will respond within 24 business hours with return instructions

Step 2: Package Your Items

Please include:

  • Items in original packaging with tags attached
  • Original receipt or order confirmation
  • Reason for return (helps us improve!)

Step 3: Ship Your Return

You are responsible for return shipping costs unless the return is due to our error. We recommend:

  • Using a trackable shipping service
  • Insuring your package (we cannot be responsible for lost returns)
  • Shipping to: TenderHug Baby Returns, 1042 White Lane, LOUISVILLE, US 62858

Refund Information

Once we receive and inspect your return:

  • Timing: Refunds process within 3-5 business days after we receive your return
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Note: International refunds may take additional time to appear in your account depending on your bank’s processing time.

Exchange Requests

Prefer a different size or color? Follow the same return process and:

  1. Clearly note “EXCHANGE” on your return form
  2. Specify the replacement item desired
  3. We’ll ship your new item once we process the return

For exchanges of equal value, no additional payment is required. For higher-value items, we’ll invoice the difference.

Return Request Form Template

Subject: Return Request – Order #[Your Order Number] Dear TenderHug Baby Team, I would like to request a return/exchange for my recent order: Order Number: [Insert] Date Received: [Insert Date] Item(s) to Return: [Product Name, SKU if available] Reason for Return: [Please specify] [ ] I would like a refund [ ] I would like to exchange for: [Specify item] I confirm that the item(s) are in original condition with tags attached. Customer Information: Name: [Your Full Name] Email: [Your Email Address] Shipping Address: [Your Address] Thank you for your assistance. Please reply with return instructions. Warm regards, [Your Name]

Questions?

Our Louisville-based customer care team (real parents who use our products too!) is happy to help:

Email: [email protected]
Phone: [Your Customer Service Number]
Hours: Monday-Friday, 9am-5pm EST

From our family to yours, we appreciate you choosing TenderHug Baby for your little one’s care essentials. We’re committed to making every aspect of your experience with us as gentle and reassuring as our products.

With care,
The TenderHug Baby Team