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Warranties and Defects

Snaps: 

We offer a lifetime warranty on all snaps. Snaps that are defective (crack, isn't snapping/holding, missing) within the first year will be awarded a round trip repair on us! Snaps that are damaged (chipped, pulled off, etc) can be sent in for a free repair and the cost of return shipping. If you have a diaper or accessory that needs a snap repair, just simply fill out this form so we can get your product in, fix it up and pop it back in the mail to you promptly!

Elastics: 

We have a 3 month warranty on all elastics. At this time we do not have the availability to repair elastic outside of the 3 month time frame. Please see "What will void the Kanga Care warranty" below. Elastics that have become un-attached in the casing, stitching undone, or have a defect due to a manufacturing error are covered under the warranty. Elastic that has been dissolved or become corroded due to detergents or cleaning agents, or have given out due to time, wear and tear are not covered under the warranty. To get the longest life out of your diapers and their elastics please chose a detergent from our recommended list.

Sewing: 

We have a 6 month warranty on all stitching and seams. Manufacturer sewing defects will arise immediately or within the first couple washes. If you happen to receive an item that has a manufacturer sewing defect, simply fill out this form and we will get your product in, promptly repaired and returned to you. In diapers, this warranty includes stitching that will affect the functionality. This includes stitching that encases elastics in the legs and back. This warranty does not cover top stitching that has been "popped", which is aesthetic, and does not affect the function of the diaper,. This is usually caused by the over-stretching of the tabs. Holes or snags that occur in any of the fabrics due to wear and tear of the product are not covered under our warranty. At this time we do not have the availability to repair sewing outside of the 6 month time frame. Please see "What will void the Kanga Care warranty" below.

General Warranty Information:

Our warranty is only extended to the original purchaser of the products.
Defects may either be repaired or replaced at the discretion of Kanga Care. All diapers must arrive clean, unstained, lint free, and dry. Seriously, dont ask why we have to mention this, but we definitely do. All diapers with excessive wear will not be replaced or repaired under our warranty. In those cases, depending on the repair needed and the ability to be repaired, the customer may be offered the repair at a reasonable price. Any products sent to us that do not follow the above conditions will be returned without repair.

One Size Diapers are designed to last through the diapering life cycle of 1 child. A one size diaper is 4 sizes in one diaper and is used continuously for 3+ years, unlike sized diapers which are only used for an average of 4-6 months per size. When well cared for, many families are able to use the same one size diapers on a second child. At this time we would recommend purchasing a new set of inserts to refresh the absorbency back to its max. One size diapers lasting through multiple children is not a guarantee or promise. We can not guarantee how long they will last. Just like any other garment, during the process of using, washing, and drying the diaper, wearing will occur. The life expectancy of our products depends on the degree of care taken, the quantity of diapers in your rotation and type of abuse the diaper is given. The average cloth diaper replaced 375 disposable diapers.

If the item does fall under our warranty, the product should be mailed directly to us, the manufacturer, and not returned to the retailer it was purchased from (unless, of course, that retailer was us.) To contact us about a defect or diaper issue, please fill out this form.

What is not under warranty? What is not considered a defect?

Leaks

Wicking and/or leaking are not a defect of any diaper. Most causes of leaking or wicking is due to the saturation of the inserts, improper fit, or a build up or soap and/or waste that has created a repelling barrier against the absorbency. Lack of absorbency, saturation of the inserts, can easily be resolved by either changing the diaper more frequently, adding an additional insert as a booster or re-configuring your 6r soaker. A Bamboo or Hemp 6r soaker will also increase the absorbency without adding bulk to the diaper. Another frequent cause is due to improper fit or sizing. If a diaper is too small or too big it can leak and/or wick. Watch this video to see how to get a good fit for your infant. Quite often, the diaper is sized up before it is ready and this will cause gapping and leaking.

Sizing/Fitt issues

Our diapers fit a full range of babies. Our Rumparooz One Size Cloth Diaper fits babies up to 35-45 lbs, depending on shape and size. For some families this can be a 4 year old that needs a diaper for late bed wetting, for another family this could be a shorter, stocky, 2.5 year old. Children come in all shapes and sizes. Our one size products do fit up to a minimum of 35 lbs. If you feel that your child has outgrown the product well before this milestone this is usually due to an improper fit. Watch this video to see how to get a good fit for your infant. Please reach out to us so we can assist you with getting a good fit and proper sizing. 

Lack of absorbency/Repelling

Repelling is cause by a buildup of waste or soap. This will cause repelling as it creates a waxy coating over the absorbent fibers and drastically decreases the absorbency. In some cases, buildup can completely waterproof an insert rendering it completely non-absorbent. We provide care recommendations for all our products. These recommendations are highly suggested but not enforceable. Many of these issues are easily resolved through a specific "stripping" routine and troubleshooting and with customer service. Please fill out this form if you need a little guidance.

Staining

The inside of the products which contain hypoallergenic stay dry microchamois will not stain if they are properly cared for with a recommended detergent. The use of a proper detergent will also reduce the staining of natural fiber materials as well. Staining or discoloration of the inserts does not affect their function. We provide care recommendations for all our products. These recommendations are highly suggested but not enforceable. If you need help correcting a wash routine which is leaving your diapers stained, discolored or "dingy"/"grimey" looking, please fill out this form.

Damage

Damage to any product is not covered under warranty. Damage may include, but is not limited to, snaps that are pulled off, delamination from washing on "too hot" or sanitize settings, melting in the dryer from too high of heat, cracks/holes/scratches to the waterproof laminate from wear & tear, unapproved detergent or laundry additives (some detergents and additives will dry out the laminate and cause cracks or small holes) or accidental encounters with a ring/snappi/diaper pin/aggressive washer/dog or any other random situation.

General Wear and Tear 

Well cared for products will stand the test of time and last years. One Size Diapers are designed to last through the diapering life cycle of 1 child. A one size diaper is 4 sizes in one diaper and is used continuously for 3+ years, unlike sized diapers which are only used for an average of 4-6 months per size. When well cared for, many families are able to use the same one size diapers on a second child. At this time we would recommend purchasing a new set of inserts to refresh the absorbency back to its max. Due to the nature of some of our natural fabrics (hemp, organic cotton, bamboo) excessive use can result in small holes of the items. Elastic that has been dissolved or become corroded, due to detergents or cleaning agents that are not on our recommended list, or have relaxed due to time, wear and tear are not covered under the warranty.  

 

How to maintain your warranty:

  • To keep your elastic in good health please keep a few things in mind. Your elastic will last longer if you do not stuff your diapers while warm and fresh out of the dryer. This is a very common action that results in "too stretched out" elastic. Let diapers cool completely before folding or stuffing.
  • Please do not soak your diapers, covers, wet bags or pail liners in any type of water, detergent, formula or chemical(s) for any amount of time. Doing so can break down the durability of the elastic and cause it to become dry and brittle. Much like an old rubber band, when stretching it out, the elastic may crumble. This issue is easy to diagnose. Borax based detergents will cause this to happen as well. Soaking can also cause the waterproof laminate to wear out prematurely or even detach/peel away from the fabric (this is called delamination.) 
    Please refer to the "How to wash and care" page for detailed information on a recommended wash routine.
  • The use of the sanitize cycle is not recommended for any Kanga Care products, other then inserts. The use of the sanitize cycle on Wet Bags and Pail Liners will cause the seam sealing to detach as the temperature is too hot and melts the bond/glue. The sanitize cycle can also cause the bond between the laminate and the fabric on the diapers, Wet Bags, Pail Liners, diaper covers and changing pads to separate. 
  • Washing any Kanga Care products in water temperatures in excess of 130ºF can cause damage and would not be covered under the manufacturers warranty. Water temperatures that exceed 130ºF (53ºC) will prematurely age diapers and diapering accessories, including, but not limited to, TPU/PUL demalination and seam sealing separation.
!!! Tap water scald burns are the most frequent cause of nonfatal burn injuries in children. Most of these burns occur in the home, and hot water heater thermostat settings below 60°C (140°F) significantly decrease the risk of such burns in young children. The American Academy of Pediatrics and other safety-promotion organizations recommend that thermostats be set at 49 to 53°C (120 to 130°F), and ordinances encouraging lower hot water temperatures exist in some localities.

 

How do I get my product repaired or replaced?

Please start the process by filling out this form. Please do not ship any items to us until your claim process have begun and you have been issued your RMA. We will be in touch soon after you file your claim and will provide detailed instructions the ensure a swift and stress-free resolution.

If you have a brand new, unopened, unwashed, unworn, still in packaging item and you would like to return it, please see the RMA Section, list toward the top of this page.

 

What will void the Kanga Care warranty:

  • Washing instructions are not followed, including, but not limited to:
  • Use of Sanitizing cycle while washing or water temperature above 130ºF
  • Use of and or soaking in bleach, Borax based cleaners, Oxy Clean, or any other caustic substances that may damage the materials and compromise the integrity of the elastics and waterproof nature of the waterproof laminate.
Our mission is to provide the highest quality cloth diapers available. We strive to treat each customer like family and are proud to be reducing landfill waste every day as we work to make our planet a healthier, happier place.
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