My Item is Faulty what can I do?

We’re Sorry to Hear About Your Experience

While we take great care in inspecting all our items, occasionally a defect may go unnoticed.

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.

To help us address this as quickly as possible, please email us at cs@ergopouch.com.au with the following details:

Order number or receipt
Product details (Product Type, TOG, Size, Print)
Batch number (found on the care tag)
Photos of the item

Please ensure "Faulty Product" is in the subject line.

Once we receive this information, we will investigate the issue and work to resolve it as efficiently as possible.

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 when possible.

We design our products using the highest quality materials and manufacturing methods to ensure safety, durability, and comfort, all while meeting safe sleep standards.

We understand that every baby is unique, and their growth patterns may lead to different types of wear and tear. Factors such as body shape, movements, and sleep positions can cause varying degrees of wear over time.

To reduce clothing waste and keep products out of landfills, we encourage repairing items when possible. If your product requires repair, we're happy to assist. Simply notify our customer service team, and we’ll review the item for you.

My Item is Faulty what can I do?Updated 4 months ago