You are welcome to return any items* under the Distance Selling Regulations for a full refund (less delivery charges). Please contact us either by email or telephone for a returns address. You must inform us of your desire to return items within 7 working days of delivery. Items should be returned in their original packaging and in a new and unused condition (please see Duty of Care below before returning your item.) If items are received in poor condition we reserve the right to charge a fee for re-delivery. Unlike many of our competitors we will only charge to cover the cost of re-delivery only and not charge any administrative fees. If you have opted for Premium, First Class, Next Day or Saturday delivery these costs will not be refunded provided the delivery was within the advertised time frame as these services are provided as an additional service.
Please note the cost of returning an item will be completely your responsibility. Please be aware that when we sell items we heavily subsidise the cost of delivery. Our premium and Saturday options cost considerably more than the cost we charge. In order to maintain our low prices we are regrettably unable to subsidise the cost of returning items in this way. You are welcome to use your own method of returning items or you can arrange for us to collect the item. We will give you our contract rates at cost price, however, even at these rates it can prove costly. A large pram can come in several boxes and cost around £30 to return so please take this into consideration when making your purchase. This is normal practice and our competitors will have very similar policies.
In the event that you exercise your rights under the Distance Selling Regulations only compulsory shipping charges will be refunded. For small items under £15 this will be £1.75 and £0.00 for orders over £15. Any additional services (First Class, Next Day, Large item Premium, Saturday) are provided as such and will not be refunded.
*We are unable to provide refunds on the following items unless faulty:
- Matresses, for hygeine reasons, once the outer packaging has been removed
- Nappies, for hygeine reasons, once the outer packaging has been removed.
- Car Seats, for safety reasons, once the seals have been removed.
Faulty Items (Excluding Cosatto)
Where an item develops a fault, we will do all we can to resolve the issue for you.
Under the Sale of Goods Act you have 6 months in which to identify a manufacturing fault. All products are covered by the manufacturers guarantee for a minimum of 6 months. Some manufacturers offer considerably longer warranties such as Cosatto (4 Years) Mutsy (2 Years). If you are unsure, please contact us and we will confirm the warranty for you.
If your item develops a fault within the first 6 months, please contact us with the following information:
Where applicable a photo of the fault
We will contact the manufacturer and arrange for either replacement parts to be sent, replacement items or collection for repair. Within the first 6 months (From the date of delivery) we will cover all shipping costs associated with warranty claims where the fault is due to a manufacturing fault.
After 6 months (From the date of delivery) Where your item is covered by an extended warranty we will liaise with the manufacturer to arrange replacement parts, items, or repair. However, in some cases (Mutsy, Jane) shipping costs are not covered by warranties. In this case the cost of returning items to us shall be the responsibility of the customer. If you are unsure, please contact us prior to purchasing.
Please note the following:
No warranty will cover accidental damage, reasonable wear and tear, misuse. In the event that a fault is due to this a charge may be made for any repair.
We regret we are unable to provide a courtesy buggy/pram whilst yours is being repaired
Faulty items - Cosatto
Please ensure you register your warranty with Cosatto within 28 days otherwise your warranty will only be valid for 6 months. For any warranty issue, please contact Cosatto directly who will arrange any necessary repairs or replacements.
Duty Of Care
Under the Distance Selling Regulations customers are required to maintain a Duty of Care of products whilst in their posession. Please see below the definitions of what the Duty of Care entails to avoid any issues when returning products. This does not apply to faulty items.
Packaging - Must be returned in good condition, not defaced, torn or otherwise intentionally damaged.
Wheeled Goods - Wheeled goods may be assembled and inspected. They must be used indoors only so as not to damage the tyres/wheels. Please keep hold of the original packaging as without couriers will not collect.
Clothing - Garments such as Nappies are under-garments and for hygeine reasons should not be removed from the original packaging.
Baby Carriers may be removed from the packaging and tried on but not used. Please fold carefully to replace in packaging.