Returns & Refunds
Everything we sell online is covered under Consumer Contracts (Information, Cancellation and Additional Charges) Regulations by a 14-day cooling off period.
To enable us to authorise a return you must notify us within 14 days from the day you receive your goods by contacting our customer services team vie contact detail above.
Any parcel returned to us without authorisation will be refused.
It is the customer’s responsibility for the return shipping cost and to take reasonable care and ensure the items returned are received by Babymore in the original packaging, in an unused, saleable condition.
We cannot accept a return on any personal hygiene items such as mattresses, where the original packaging has been opened/unsealed or used.
We recommend all returns are arranged through Babymore nominated courier service, which provides a reliable and fully insured service. Collection charges are shown below. Alternatively if you prefer to arrange your own courier, items must be returned by a registered courier and trackable service for insurance purposes.
£25 – single box or parcel
£30 – two boxes or parcels
£50 – three boxes or parcels
£80 – more than three boxes or parcels
Additional charge of £20 for each failed attempt of collection made by courier, i.e. items not ready or not available at point of the collection.
Applicable collection charges will be deducted from your refund.
Upon receipt of return item, Babymore will inspect the returned item. If deemed unused and in an original condition, the refund will be put back into the original payment method of the order. Premium delivery services will not be refunded. This refund will be completed within 14 days of receipt of the return.
If the return is deemed unfit for resale, the item will be returned to the customer without any refund.
All assembled dimensions are advised on each individual product listing. Please check before ordering that the furniture will fit in your desired location. Do not assemble if you are unsure on the colour/style. If you wish to return any items which have been assembled, a 50% charge of the original purchase price will be deducted from your refund.
We will refund the cost of the item via payment method of your original order, excluding delivery charges, premium delivery services will not be refunded.
If you purchase your item from a retail store or another online retailer, please contact the retailer directly.
The right to cancel is a no fault cancellation. If the goods are faulty then the standard statutory rights apply.
If your exercise your right to cancel prior to order dispatch, Babymore will issue a full refund of your payment.
Cancellation request after the order left our warehouse and before delivery, the refund will deduct transport and insurance costs.
If your product has been delivered, then the process will be followed as laid out in our return policy.
DAMAGED IN TRANSIT
Before you refuse the delivery, we ask that you check inside the box to establish if the item itself has been damaged. The packaging is simply used to protect the item whilst in transit. Due to the weight of some parcels and the distance travelled through many courier depot’s we cannot guarantee that the external packaging will not be marked on arrival.
If you find the contents to be spoilt, please sign for the goods as “damaged”, DO NOT REFUSE THE GOODS.
You must contact us with images of any damage to the item and the packaging to us within 24hrs of receipt so that any problems can be rectified immediately, this is the timeframe that enables us to claim from the couriers insurance. Outside of this timeframe we are unable to claim from the couriers insurance.
We aim to respond to your enquiry in the quickest possible timeframe. We appreciate that all items that are delivered are not necessarily purchased for immediate use. To avoid disappointment on opening we would ask that all your parcels are checked thoroughly on arrival
All products/parts that arrive which have been damaged in transit will be replaced ‘like for like’ free of charge in the quickest possible timeframe. For wooden items damaged in transit we will replace the damaged parts only and not the complete carton. This prevents the likelihood of the whole carton getting damaged for the second time. Replacement parts are packed individually and securely for transit.
If we are not able to replace the damaged parts within 7 working days, a collection will be arranged for full refund.
All our products are subject to a 6 month limited warranty period starting on the day of purchase.
The warranty is only available to the original purchaser of the item(s) and must be accompanied by the original receipt and is non transferable. It does not cover second hand product or through an unauthorised retailer or distributor not approved by Babymore. This warranty is limited to the value of the product that actually paid.
The warranty does not cover:
- Damage caused by non domestic use.
- Accidental damage, normal wear and tear, for example: Cosmetic damage, Worn/torn fabric.
- Damage caused by incorrectly stored, failure to follow the user guide and maintenance instructions.
- Damage caused by misuse, neglect, abuse.
- Product which has been modified, undergone an unauthorised repair or used a non approved spare part.
- Moving parts should be maintained on a regular basis and keep necessary parts running effectively.
- Mattress foam discoloration by exposed to light without sheet or cover.
- Claims on products outside UK .
- Claims made after the expiry of the warranty period.
- We can provide spare parts for damages fall outside the warranty. Prices are quoted on an individual basis.
If a problem should arise which you feel is covered by our warranty, please contact Babymore or an authorized retailer from whom you purchased your furniture. Proof of purchase, the product detail and evidence of fault will be required for the fulfilment of the warranty.
Images must be provided by email or contact us page of the site, Babymore will diagnose the fault and decide if it’s covered under warranty. Where applicable, Babymore may inspect the product and verify fault before offering spare part, replacement or refund.
Under the warranty, We will offer spare part(s) free of charge to rectify the problem, where spare part is uneconomical, we will offer a replacement product. If a replacement is not available, a refund will be offered for our collection of product return.
RETURN OF FAULTY/DAMAGED ITEMS
Do not return your product without contact us first. Return item received must sealed in original packaging, received in acceptable condition, with no other than the detail previous reported to us. It would help to photo the condition of return items, include packaging before the courier collection.
For our nominated courier collection, the item must be securely boxed and packed prior to collection, with a letter stating the exact nature of the fault securely placed inside the box with the product and a piece of plain paper securely attached to the outside of the box with all of the Customer’s details written on it together with the Company’s SRN reference clearly appearing on the carton. (Details will be provided by the Company’s customer service advisor prior to collection).
Please note: charge of £20 for each failed collection attempt made by courier, i.e. the customer not available, the item is not ready, not boxed or securely packed.
Upon receipt of return item, Babymore will inspect the returned item. If deemed acceptable, the refund, or replacement, or repair will be carried out. Premium delivery services will not be refunded. This refund will be completed within 14 days of receipt of the return.
If the return is received with improper packing, incorrect packaging and received new damage through return transit, the item will be returned to the customer without any refund or replacement.
We will refund the cost of the item via payment method of your original order, excluding delivery charges, premium delivery services will not be refunded. Refund will be completed within 14 days of receipt of the return.
In no event shall Babymore or its suppliers be liable to you or any third party for any indirect, incidental, or consequential damages arising out of the use of the product.
This limited warranty gives you specific legal rights. This limited warranty does not, in any way, affect the rights given to you by law.