Warranties and Conditions

Collapsible content

Website Disclaimer

Welcome to lovetheirsoul.com.au. If you continue to browse and use this website you are agreeing to comply with and be bound by the following disclaimer, together with our terms and conditions of use.

The information contained in this website is for general information purposes only and is provided by Love Their Soul. While we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. You need to make your own enquiries to determine if the information or products are appropriate for your intended use.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you may be able to link to other websites which are not under the control of Love Their Soul. We have no control over the nature, content and availability of those websites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, Love Their Soul takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Copyright notice

This website and its contents are the copyright of Love Their Soul Pty Ltd (ABN 59 842 941 494) – © 2022. All rights reserved.

Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:

- You may print or download contents to a local hard disk for your personal and non-commercial use only. 

- You may copy some extracts only to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.

- You may not, except with our express written permission, distribute or commercially exploit the content. 

- You may not transmit it or store it on any other website or other form of electronic retrieval system.

Warranty and Returns

In the event that you are not satisfied with your purchase from Love Their Soul, we are here to help. The information below provides further details regarding our warranties and returns policy, including how you can contact us to raise a concern.

Please note, the terms and conditions listed in this policy do not limit or restrict the rights available to consumers under Australian Consumer Law.

Inclusions for nappy products

All Love Their Soul products are guaranteed against defects in workmanship for 6 months from the date of purchase.

The warranty covers product faults that arise from the manufacturing process including potential issues with gussets, stitching, snaps, fabric and PUL flaws and zippers (for wet bags).

Exclusions for nappy products

The warranty is not valid if the product’s care instructions (including those listed on our website) have not been followed or the product has been misused. This includes, but is not limited to: 

- Using the products in a way that is not in accordance with its intended purpose; 

- Washing products at temperatures above those recommended by us; 

- Using detergents that contain fabric softeners, bleach, whiteners, dyes, or other non-compliant detergents; 

- Placing nappy shells in direct sunlight to dry, with the outer patern (which displays our patterns) under direct sunlight (please note, this is due to the fact direct sunlight can cause the nappy shell outer to fade and perish, particularly in warmer climates like Australia. Nappy shells can be dried in direct sunlight if turned inside out so the nappy inner faces the sun.); 

- Using nappy barrier cream, impacting the absorbent nature of the nappy; 

- The product being modified in any way (including the removal of care labels); and

- Where the product has been damaged through no fault of ours.

The warranty does not cover: 

- Ordinary wear and tear; 

- PUL delamination or damage resulting from non-compliant wash and/or care; 

- Shrinkage in fibres (please note that bamboo-cotton may shrink); 

- Leaking; 

- Staining; 

- Pilling; 

- Snags; 

- Nappy odour; 

- Damage to any product arising from factors outside of our control; 

- Slight variations in the products; and 

- Products that are identified as damaged stock, which may be sold by us as sale items from time to time.

Issues with sizing and fitting our reusable nappies

Love Their Soul nappies are designed to be adjustable ‘one-size fits most’ (OSFM) nappies, which are generally suitable for children weighing from 3.5 kg to 15.0 kg (noting that OSFM nappies may be quite bulky on young babies, who may be more suited to a newborn specific reusable product). Our nappies are designed to fit a variety of sizes through adjustable snaps. This may result in differing fits, which may or may not be suitable for your child depending on their particular shape. While we are able to support customers to try to optimise the fitting of their nappy to their child, we do not provide returns or refunds for our nappy products which are not an exact fit for a child in the weight range stated above, unless the product does not fit at all. 

What if I there was a mistake with my order?

If your order is incorrect (for example, you received incorrect items or have missing items), please contact us within 7 days of receiving your purchase so we can resolve this for you.

For order errors, the product(s) must be returned in the same condition as they were received by the customer. This means the item must be unused and unwashed.

How to make a claim

Any warranty or order inquiries should be sent to hello@lovetheirsoul.com.au. Please include:

- Your Name

- Contact details (including your postage address)

- Record of purchase (such as an order number, receipt and/or confirmation email to identify the purchase within our records)

- Details regarding the issues or reasons for concern (including photos)

On receipt of your request we will assess your concerns and be in contact to discuss next steps to finalise the claim. 

If we require you to send any item(s) to us, we will usually provide a reply-paid postage option to enable you to return the products to us at no cost to you.

Depending on the circumstances, we may decide to repair, replace or refund the relevant products covered by the claim. If the product is to be replaced, it will be exchanged with an equivalent product where available. We cannot offer a replacement on products that are no longer in stock, however we will provide other options to you in such circumstances.

Website Terms and Conditions

Please read these terms and conditions of use carefully before using this website. 

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy and website disclaimer, govern Love Their Soul’s relationship with you in relation to your use of this website. 

By using this website, you signify your acceptance of these terms and conditions of use. For the purposes of these terms and conditions, “Us”, “Our” and “We” refers to Love Their Soul and “You” and “Your” refers to you, the client, visitor, website user or person using our website. 

Amendment of terms

We reserve the right to change, modify, add or remove portions of these terms at any time. Please check these terms regularly prior to using our website to ensure you are aware of any changes. We will endeavour to highlight any significant or substantive changes to you where possible. If you choose to use our website then we will regard that use as conclusive evidence of your agreement and acceptance that these terms govern your and Love Their Soul’s rights and obligations to each other. 

Limitation of liability

It is an essential pre-condition to you using our website that you agree and accept that Love Their Soul is not legally responsible for any loss or damage you might suffer related to your use of the website, whether from errors or from omissions in our documents or information, any goods or services we may offer or from any other use of the website. This includes your use or reliance on any third party content, links, comments or advertisements. Your use of, or reliance on, any information or materials on this website is entirely at your own risk, for which we shall not be liable. 

It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific, personal requirements. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. 

Competition and Consumer Act

Our goods and services come with guarantees that cannot be excluded, modified or restricted under the Australian Consumer Law and are in addition to any manufacturer or supplier warranty. 

For the purposes of Schedule 2 of the Australian Consumer Law, in particular Sections 51 to 53, 64 and 64A of Part 3-2, Division 1, Subdivision A of the Competition and Consumer Act 2010 (Cth), Love Their Soul’s liability for any breach of a term of this agreement is limited to: the supplying of the goods or services to you again; the replacement of the goods; or the payment of the cost of having the goods or services supplied to you again. 

You must be over 18 years of age to use this website and to purchase any goods or services. 

Shipping and Delivery of goods

Physical goods may be delivered by Australia Post and/or other reputable courier companies that we partner with. Deliveries are processed promptly upon receipt of full payment. Delivery may take between 2 and 14 days, depending on the delivery option and location. Damaged or lost orders should be resolved with Australia Post or the courier company directly and we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of Love Their Soul 

Returns and refunds

Love Their Soul handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. 

Should you wish to return your order, please notify us in accordance with the Warranty & Returns section above. Where relevant, refunds will be processed promptly and payment made by the same method that you made payment. All refunds are made at the discretion of Love Their Soul. 

Promotions and competitions

Promotions and discount codes 

Love Their Soul may from time to time offer promotions or discounts, such as discount codes. These promotions or discounts may be communicated or announced via our social media platforms or our website or via direct email or other communication to customers (and potential customers). 

Any discount offer or code must be used prior to the expiry date or closing time and are only available for a limited time only. Promotions may not be combined with any other promotions, discounts or offers unless explicitly noted. Love Their Soul reserves the right to change, accept or reject any discount code or promotional offer at any time and at its sole discretion. 


Love Their Soul may from time to time run competitions. These competitions may be communicated or announced via our social media platforms or our website. 

All entrants to any Love Their Soul competition must be Australian residents and over the age of 18 years of age. All competition entries must meet the requirements of the competition, including being submitted (or completed) by the closing time. Love Their Soul employees and their immediate family members are ineligible to win competitions.  Love Their Soul reserves the right to disqualify or exclude any entrant to the competition at its sole discretion. 

The outcome of any competition is at the sole discretion of Love Their Soul and its decision is final. Love Their Soul will make every reasonable effort to locate and notify competition winners. Winners will be contacted via email, telephone, email and/or social media. Prizes must be claimed within three months of the competition closing otherwise the prize has expired and is forfeit. Any prizes are not transferable and are not redeemable for cash. 

Links to other websites

Love Their Soul may from time to time provide on its website, links to other websites, advertisements and information on those websites for your convenience. This does not necessarily imply sponsorship, endorsement, or approval or arrangement between Love Their Soul and the owners of those websites. Love Their Soul takes no responsibility for any of the content found on the linked websites. 

Love Their Soul’s website may contain information or advertisements provided by third parties for which Love Their Soul accepts no responsibility whatsoever for any information or advice provided to you directly by third parties. We are making a ‘recommendation’ only and are not providing any advice nor do we take any responsibility for any advice received in this regard. 


To the fullest extent permitted by law, Love Their Soul absolutely disclaims all warranties, expressed or implied, including, but not limited to, implied warranties of merchantability and fitness for any particular purpose. Love Their Soul gives no warranty that the documents, goods or services will be free of errors, or that defects will be corrected, or that our website or its server is free of viruses or any other harmful components. 

Whilst we, at all times endeavour to have the most accurate, reliable and up-to-date information on our website, we do not warrant or make any representations regarding the use or the result of the use of any document, product, service, link or information in its website or as to their correctness, suitability, accuracy, reliability, or otherwise. 

It is your sole responsibility and not the responsibility of Love Their Soul to bear any and all costs of servicing, repairs, or correction. The applicable law in your state or territory may not permit these exclusions, particularly the exclusions of some implied warranties. Some of the above may not apply to you but you must ensure you are aware of any risk you may be taking by using this website or any products or services that may be offered through it. It is your responsibility to do so. 

Your Privacy

At Love Their Soul, we are committed to protecting your privacy. We use the information we collect about you to maximise the services that we provide to you. We respect the privacy and confidentiality of the information provided by you and adhere to the Australian Privacy Principles. Please read our separate Privacy Policy carefully. 

You may change your details at any time by advising us in writing via email. All information we receive from our customers is protected by our secure servers. Love Their Soul’s secure server software encrypts all customer information before it is sent to us. Furthermore, all customer data collected is secured against unauthorised use or access. Credit card information is not stored by us on our servers. 

Third Parties

We do not and will not sell or deal in personal or customer information. We may however use in a general sense without any reference to your name, your information to create marketing statistics, identify user demands and assist in meeting customer needs generally. In addition, we may use the information that you provide to improve our website and services but not for any other use. 

Disclosure of information

Love Their Soul may be required, in certain circumstances, to disclose information in good faith and where Love Their Soul is required to do so in the following circumstances: by law or by any court; to enforce the terms of any of our customer agreements; or to protect the rights, property or safety of our customers or third parties. 

Exclusion of users

Love Their Soul reserves the right to exclude and deny any person access to our website, services or information in our sole discretion. 

Copyright, trademark and restrictions of use

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, trademarks and graphics. You are not permitted to reproduce the documents, information or materials on the website for the purposes of sale or the use by any third party. In particular you are not permitted to republish, upload, transmit electronically or otherwise or distribute any of the materials, documents or products that may be available for download from time to time on this website. 

Love Their Soul expressly reserves all copyright and trademark in all documents, information and materials on our website and we reserve the right to take action against you if you breach any of these terms. 

Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following: 

- You may print or download to a local hard disk extracts for your personal and non-commercial use only; 

- You may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material;

- You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system. 

Whole agreement

These terms and conditions represent the whole agreement between you and Love Their Soul concerning your use and access to Love Their Soul’s website and your use and access to the documents and information on it. No other term is to be included in this agreement except where it is required to be included by any legislation of the Commonwealth or any State or Territory. All implied terms except those implied by statute and which cannot be expressly excluded are hereby expressly excluded. 

Exclusion of unenforceable terms

Where any clause or term above would by any applicable statute be illegal, void, or unenforceable in any State or Territory then such a clause shall not apply in that State or Territory and shall be deemed never to have been included in these terms and conditions in that State or Territory. Such a clause if legal and enforceable in any other State or Territory shall continue to be fully enforceable and part of this agreement in those other States and Territories. The deemed exclusion of any term pursuant to this paragraph shall not affect or modify the full enforceability and construction of the other clauses of these terms and conditions. 


This agreement and this website are subject to the laws of ACT and Australia. If there is a dispute between you and Love Their Soul that results in litigation then you must submit to the jurisdiction of the courts of ACT.