How Do I Returned Unwanted Goods?
At BabyBabyOnline, we understand that from time to time, you may purchase a product that doesn’t quite fit your requirements. Everything we sell is covered under Distance Selling Regulations by a 14-day cooling off period. you must do notify us that you wish to return the item(s) within 14 days of receiving your items(s) by contacting our customer services team via by email to info@babybabyonline.co.uk, our team will advise of the next steps for your return.. The item(s) must be returned in an unused condition in original packaging with all the relevant accessories and/or booklets, along with a returns form which you can find here.
Please note any items returned without authorisation, been used or are outside the 14 day period will be strictly refused.
It is the customers responsibility for the return shipping cost and to take great care in ensuring the item(s) are returned to BabyBabyOnline in the original state, unused and undamaged. We cannot accept a return on any personal hygiene items such as mattresses where the original packaging has been opened/unsealed or used.
We do offer a collection service using our preferred courier DPD, which is £15.00 per parcel (please note some postcodes are charged at a higher rate). This provides a reliable and fully insured service. To arrange a collection please contact our customer services team via 0121 744 6786 or by email to info@babybabyonline.co.uk. Alternatively, if you prefer to arrange your own courier, item(s) must be returned by a registered Courier or the Royal Mail for insurance purposes. All returns must be returned to the following address: BabyBabyOnline Returns, c/o Loveskirting, 190 High St, Aston, Birmingham, B6 4XA.
Once the returned item(s) has been processed and authorised, your refund will include the full price of the goods; any deposit/part payments and the cost of the original standard delivery service (premium delivery services will not be refunded). The refund will automatically be put back into the original payment method that was used. The refund will be completed within 14 days of receipt of the goods.
BabyBabyOnline reserve the right to make a deduction from the amount of any refund for loss in value of the item(s) returned where the item(s) show signs of damage or unreasonable use. Unreasonable use in some cases may include assembling of goods. If the returned product is found to be used, the product may be returned to you, in which charges will apply.
Please note delivery charges will not be refunded.
Incorrect Item(s) Sent
At BabyBabyOnline we take every step to ensure your purchase goes smoothly. Very rarely, due to human or technical failure, we do, on occasion, send an incorrect item. If you do happen to receive an incorrect item, please contact our customer services team via 0121 744 6786 or by email to info@babybabyonline.co.uk.
Our helpful team at BabyBabyOnline will try to resolve the matter for you as soon as they can. Please not on such occasions, re-delivery can only take place once we have received the goods back from you. Please ensure you obtain proof of postage that the goods have been returned to us. Alternatively, we can arrange for the collection/exchange using our preferred courier DPD.
How Long Will It Take to Receive My Refund?
We aim to process refunds within 14 days of receipt of the goods, although it is often quicker than this. If our collection service is used, the charge will be deducted from your refund. All refunds are processed to your original method of payment.
Are Any Products Non-Refundable or Returnable?
Unfortunately, we would be unable to refund or credit on any of the following:
Car Seats (used, fitted, or have tags/labels removed)
Washed or used products
Skin care products (due to hygiene/safety reasons)
Breast pumps and intimate items
Mattresses
Assembled products (furniture/pushchairs etc.)
The only exception to this is if the items were delivered damaged, which must be communicated in writing to our customer service team with photographic evidence on the day you received your item(s).
We cannot accept a return on any personal hygiene items such as mattresses where the original packaging has been opened/unsealed or used.
Without prejudice, no refund or exchange will be given for: - self-assembly furniture once fully or partially assembled, curtains and bedding once removed from packaging. We advise measurements are taken of furniture/windows.
My Item is Faulty
If your product becomes faulty, we will do our very best to resolve the issue as quickly as possible. The quickest and most convenient way to resolve a faulty product is usually to send spare parts which we arrange with the manufacture of your product. We may request photographic evidence of the faulty product.
Faulty products are sent back to the manufacture for inspection. If your product is found to be a fault from general wear and tear, then unfortunately return & repair charges will be applicable.
If you believe your product is faulty due to a manufacturing fault/defect please get in touch with a member of our customer services team via 0121 744 6786 or by email to info@babybabyonline.co.uk.
Manufacturing Faults – 28 Days
If you believe your item(s) is faulty due to a manufacturing fault within 28 days from the date of receipt, we will give you a replacement or a refund, following verification from the manufacturer.
If you believe your product is faulty due to a manufacturing fault/defect please get in touch with a member of our customer services team via 0121 744 6786 or by email to info@babybabyonline.co.uk.
Manufacturing Faults – 28 days +
If you believe your item(s) is faulty due to manufacturing fault after 28 days from the date of your receipt, we will get in contact with the manufacture on your behalf to see what can be done. Manufacturers warranty with each product varies (this will usually be stated in the manuals of your product). Photographic and video evidence may be required.
How Long Is My Guarantee For?
Typically, all products will be covered under a 12-month warranty, however this is dependant on which products you purchase. Some manufacturers offer 12 months warranty where as some manufacturers offer 2 years, with some manufacturers even offering further warranty. Please check your manuals or ask a member of the customer service team to clarify.
Collecting Faulty Goods
We will pay a maximum of £15 towards the collection of goods for repair. If courier charges are anything higher than this amount the difference will need to be paid or the customer will need to make arrangements for the product to be returned for repair.
