Return & Refund Policy

Return & Refund Policy

At The Warm Chapter, we stand behind every product we sell.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:

  • Unused and in the same condition as received
  • All original tags still attached
  • In its original packaging with all accessories and documentation included
  • Accompanied by your receipt or proof of purchase

Given the nature of our products — which are designed for babies and young children — we apply strict hygiene standards to all returns. Items that show signs of use, washing, or contact with a child cannot be accepted for return for hygiene and safety reasons.

Accepted Reasons for Return

We accept returns for the following reasons:

  • The item arrived damaged or broken
  • The item arrived defective and is not functioning as intended
  • You received the wrong item
  • You are not satisfied with your purchase (change of mind — item must be unused and unopened)

Returning a Damaged or Defective Item

If your baby or children's product arrived damaged, broken, or not functioning as expected, we take full responsibility and will resolve it at no cost to you.

Please follow these steps:

  1. Take clear photos or a short video of the damage or defect as soon as you notice it. Your evidence must clearly show the specific issue — for example, a broken component, a defective part, or a function not working as expected.
  2. Email us at contact@thewarmchapter.com with your order number, a description of the issue, and your photos or video attached.
  3. We will review your claim within 1–2 business days and respond with next steps.

If your claim is approved:

  • We will provide a prepaid return label — you will not pay anything to send the item back
  • Once we receive and inspect the returned item, we will process either a full refund or a replacement based on your preference
  • Your refund will be issued to your original payment method within 7 business days of us receiving the item

Returning an Item — Change of Mind

If you change your mind about a purchase, you may request a return within 30 days of receiving your order, provided the item is completely unused and in its original sealed packaging.

Please note:

  • Due to the nature of baby and children's products, we cannot accept change of mind returns on items that have been opened, used, or come into contact with a child
  • Return postage for change of mind returns is the customer's responsibility
  • We recommend using a tracked shipping service and keeping your proof of postage until your refund is confirmed
  • Once we receive and inspect the item, we will notify you of approval within 1–2 business days
  • If approved, your refund will be issued within 7 business days

Non-Returnable Items

The following items cannot be returned:

  • Any item that has been used, washed, or come into contact with a child — for hygiene and safety reasons
  • Items without original packaging or missing accessories
  • Items purchased on sale or marked as final sale
  • Gift cards
  • Any item explicitly marked as non-returnable on the product page

Damages and Issues

Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately at contact@thewarmchapter.com so we can evaluate the issue and make it right. We cover all return shipping costs for damaged, defective, or incorrect items.

Item Never Arrived

If your order hasn't arrived within the delivery window shown on our Shipping Policy, contact us at contact@thewarmchapter.com and we will investigate with the carrier. If your package is confirmed lost in transit, we will offer a full refund or a replacement, at no cost to you.

Exchanges

The fastest way to get what you want is to return the item and once the return is accepted, place a new order. Alternatively, contact us and we will help arrange an exchange directly.

Order Cancellation

You may cancel your order at no cost any time before it has been processed or shipped — contact us at contact@thewarmchapter.com as soon as possible. Once an order has been processed or dispatched, it can no longer be canceled; you're welcome to return it after delivery following the process above.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 7 business days. Please allow additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at contact@thewarmchapter.com.

10. Contact Information

Store Name: The Warm Chapter
Business Address: 608 Rio Grande Ave, Santa Fe, New Mexico 87501, United States
Phone: +1 (505) 407-7306
Email: contact@thewarmchapter.com

Monday to Friday | 09:00 – 17:00 (MT)
Weekends | 11:00 – 16:00 (MT)

We aim to respond to all inquiries within 24 hours. Visit our Contact page for more ways to reach us.