Everything we sell online is covered under Distance Selling Regulations by a 14-day cooling-off period. Just notify us that you wish to return the item(s) within 14 days from the date of receipt. The items must be returned in an unused condition, sealed in the original packaging, along with the invoice or order number which can be found on your order acknowledgement or delivery packaging and we'll give you a refund or exchange.
If at the inspection centre the product is found to be used, the product may be returned back to you, and charges will apply.
Furniture can be returned as long as the furniture has not been put together and is still in its original packaging. (Applies for all furniture items)
You have to organise your own return, at your own cost and risk. Just let us know by writing us an email using our Contact Us page and we will process a refund or return.
PLEASE NOTE: Customers that request cancellation of an order prior to receiving their goods, may be charged return costs if the goods have left our/supplier warehouse. Please note the cancellation request must be acknowledged by our team, and this can take up to 48 working hours by email. E.g. If a cancellation request is made on Sunday, this may not be acknowledged until Monday afternoon/Tuesday, and goods may have left our warehouse (In this case, it would be best to phone our customer services team, early in the morning).
Shipping costs on return orders are non-refundable. E.g If an order is placed under £75 a shipping cost of £5.95 will have been applied. This is a non-refundable amount.
2. Faulty Products
Many times the quickest and most convenient way to resolve a problem is to send spares, this is usually the first option we will revert to. We may request evidence of the damage, via photography, or any other appropriate means.
The fault handling procedure starts with identifying how the fault has occurred. Was it damage on arrival, or has the fault developed? There are generally 2 conclusions to all faults, either the fault is
1. Manufacturing defect/Fault
2. Wear & Tear
Many times the above can only be identified, with an inspection from the manufacturer, so we will need to send the faulty product back to the manufacturer. If the result comes back as wear & tear then unfortunately return & repair charges will be applicable. If it is identified as a manufacturing defect, no costs will be borne by the customer.
We would always require that the customer gives us a reasonable opportunity to rectify the problem. The steps to a solution would be as follows
1. Offer spare parts
2. Repair or Replace
3. Manufacturing Defects
If you wish to return your item(s) within 28 days from the date of invoice, we'll give you a replacement or a refund, following verification at the service centre.
4. Repair Warranty up to 6 months
If you've had the product for up to 6 months following the date of receipt, we'll repair the product or send spares for free.
5. Incorrect Product(s) Sent
We send hundreds of items to satisfied customers every week. However, due to human or technical error, we do, on occasion, send an incorrect item. In the unlikely event of this happening we will undertake the following:
We will cover your return costs and will process the correct order.
6. Refund Information
We will initiate the refund, replacement or exchange process once we have been notified of your request.
Refunds will be made to the same card or payment method used to purchase the order.
Any payments made by PayPal will be refunded via PayPal.
Any refunds due to the customer will be processed within 30 days by Designer Baby UK, as per Distance Selling Regulations.
To discuss the return of any item, please send an email to info@designerbabyuk.com quoting your order number.
7. Complaints & Suggestions
To make a complaint about your product or experience with Designer Baby UK, you can write to us anytime. Please use our Contact Us page to issue a complaint or suggestion. We welcome any criticism or suggestion that we in future, can use to improve our services.
8. Exceptions due to Covid-19
Due to Covid-19, we are taking drastic measures on refunds/returns of certain products for sanitary purposes. Our goal is to keep you and your family healthy and secure. Due to that, we won't be accepting refunds on products such as -
- Pillows / Pillow Cases
- Beddings
- Mattresses
Once opened from their original packaging, we will assume that the product has been in contact with a human being and that violates our whole mission in dealing with Covid-19. In conclusion, our team will check all returned items before paying the customer back. If the stated products are found opened and re-packed, we will discard the returned item and won't issue a refund.
