Refund policy
Return and Refund Policy
Welby Supply Co.
We want you to be happy with what you buy. If something isn't right, you have 60 days to send it back.
The 60-day window
You have 60 days from the day your order is delivered to request a return. Delivery date is taken from the tracking information for your order.
Requests made after 60 days can't be accepted.
Condition of returned items
To be eligible for a refund, an item must be:
- Unused — not worn, washed, assembled, installed, or put into service
- Undamaged — in the same condition you received it
- Complete — with all parts, accessories, manuals, and free gifts included
- In its original packaging, with any tags or seals still attached
Items that arrive back to us used, damaged, incomplete, or missing packaging may be refused, or refunded in part.
Return shipping
You are responsible for the cost of return shipping. Original shipping charges, if any were paid, are not refunded.
We recommend using a trackable shipping service. We can't issue a refund for a return we never receive, and without tracking there's no way for either of us to prove it arrived.
Damaged, defective, or incorrect items
This part is on us, not you.
If your item arrives damaged, faulty, or is not what you ordered, contact us within 60 days of delivery and we will cover return shipping and refund you in full. Please include photos of the item and the packaging — it helps us sort it out quickly and often means you don't need to ship anything back at all.
How to start a return
- Email contact@welbysupply.com with your order number and the reason for the return. Photos help if the item is damaged or faulty.
- We'll reply with return instructions. Please wait for these instructions before sending anything back — returns shipped without them may not be processed.
- Pack the item securely in its original packaging and ship it with a trackable service.
Refunds
Once your return arrives and we've checked its condition, we'll email you to confirm it's approved.
Approved refunds are issued within 10 days and go back to your original payment method for the full purchase price of the item.
After we send the refund, your bank or card issuer may take a few additional business days to post it to your account. That part is outside our control.
Items we can't accept
For health and safety reasons, we can't accept returns on the following once they've been opened or used:
- Pacifiers, teethers, bottles, and other baby feeding or oral items
- Personal care and grooming items
- Any item with a broken hygiene seal
These items are still returnable if they're unopened and unused.
Exchanges
We don't process direct exchanges. If you'd like a different size, color, or product, return the original item for a refund and place a new order.
Late or missing refunds
If it's been more than 10 days since we confirmed your refund and you still haven't seen it:
- Check your bank account again
- Contact your card issuer — posting times vary
- If it still hasn't appeared, email us at contact@welbysupply.com and we'll look into it
Cancellations
If you need to cancel an order, email us as soon as possible. We can usually cancel before an order ships, but once it's on its way it becomes a return.
Contact
Welby Supply Co. Email: contact@welbysupply.com Hours: Monday to Friday, 9am – 5pm ET