Refund policy
Returns & Refunds Policy
We hope you are delighted with your purchase from Baby Boutique UK. This policy explains how returns, refunds, exchanges, faulty goods and payment disputes are handled.
If you require assistance with an existing return request or experience issues using our returns process, please contact:
1. Change of Mind – Online Orders (14-Day Cooling Off Period)
For online purchases, you may cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.
You then have a further 14 days to return the goods to us.
To be eligible for a change-of-mind refund:
• goods must be returned unused or handled only to the extent necessary to assess suitability
• goods must be returned in their original packaging where reasonably possible
• all accessories, fittings, manuals, tags and parts must be included
• goods must be packaged appropriately for safe return and resale
Change-of-mind return postage is the responsibility of the customer unless otherwise agreed.
In-store purchases do not qualify for change-of-mind returns.
2. How To Start A Return
To request a return, please use your Shopify customer account, order status page or order confirmation email.
Customers can request a return by accessing their order and following the returns instructions provided.
You may be asked to provide:
• order number
• confirmation of item(s) being returned
• reason for return
• photographs where relevant (faults, damage, incorrect items etc.)
Returns must be requested and approved through our returns process before goods are sent back.
If a return request is approved, you will receive instructions, including the correct returns address and any applicable return requirements.
Returns sent without approval may be treated as unauthorised returns under this policy.
3. Items That Cannot Be Returned
We cannot accept returns for:
• car seats (safety and hygiene reasons)
• mattresses (hygiene reasons)
• personalised, customised or made-to-order items
• special order items or bespoke supplier orders
• hygiene-sensitive goods once opened or used
• goods used or handled beyond what is necessary to assess suitability
• items missing essential packaging, parts, accessories or manuals where this affects resale suitability
This does not affect your statutory rights where goods are faulty, misdescribed or not as ordered.
4. Return Condition Standards
To ensure products remain safe, hygienic and suitable for resale, returned goods should meet the following standards wherever applicable:
• original condition
• original packaging retained where reasonably possible
• all accessories, fittings, manuals, tags and components included
• no assembly, installation, configuration or modification
• no damage, markings, stains, odours, dirt, pet hair or contamination
• no excessive packaging damage beyond careful opening and inspection
For nursery, pushchair and travel products, additional standards apply:
• prams, strollers and pushchairs must not have been used outdoors or for travel
• wheels must show no signs of outdoor or abrasive surface use
• harnesses, seats or mechanical components must not have been altered or reconfigured
• furniture or nursery items must not show signs of assembly or installation
Returns that do not meet these standards may:
• be refused
• be returned to the customer at the customer's cost
• be subject to a reasonable deduction for diminished value under the Consumer Contracts Regulations 2013
5. Unauthorised Returns
Returns sent without approval, outside our returns process or after a return request has been declined may not be refunded.
Unauthorised returns will be held for 30 days awaiting payment of redelivery costs.
If redelivery is not arranged within 30 days, goods may be disposed of, recycled or donated.
A reasonable inspection, administration or handling charge may apply.
6. Deductions for Diminished Value
Where goods have been handled beyond what is necessary to assess suitability, cannot be resold as new, or show signs of use, assembly, damage or missing components, we may apply a reasonable deduction for diminished value in accordance with the Consumer Contracts Regulations 2013.
This may include, but is not limited to:
• damaged packaging
• assembly or installation
• missing components or manuals
• signs of indoor or outdoor use
• marks, odours, dirt or contamination
7. Our Error / Wrong Item Sent
If we have supplied an incorrect item, we will rectify the issue and cover reasonable return arrangements where appropriate.
Incorrect items must be reported within 7 days of delivery.
8. Missing Items & Transit Damage
Missing items must be reported within 7 days of delivery.
Transit damage must be reported within 3 days of delivery so that we can raise a courier claim where applicable.
Please retain all packaging and provide photographs where requested.
9. Faulty Goods
If you believe your item is faulty, please contact us as soon as possible through our returns process with full details, images and any requested information.
Under the Consumer Rights Act 2015:
• within 30 days, you may be entitled to a refund, repair or replacement
• after 30 days, a repair or replacement may be offered first
• after 6 months, evidence may be required that the fault existed at delivery
Where a genuine fault is confirmed, we will arrange an appropriate remedy in line with your statutory rights.
Faults caused by misuse, accidental damage, improper assembly, normal wear and tear, unauthorised repairs or third-party accessories are not covered.
10. Furniture & Boxed Items
Furniture, nursery sets and similar products are generally supplied boxed and unassembled.
Customers are responsible for ensuring items will fit through entrances, stairways, hallways and intended installation spaces before ordering.
Returns may be limited where goods:
• show evidence of assembly or attempted assembly
• have been installed, configured or modified
• are no longer in a resaleable condition due to handling beyond suitability assessment
Opening packaging alone does not automatically remove your statutory rights, however goods must remain in suitable return condition.
11. International Orders
For orders shipped outside the UK:
• import duties, taxes and customs charges remain the responsibility of the customer
• refused shipments due to unpaid customs charges may not be refunded
12. Refund Processing Times
Once returned goods are received and pass inspection, refunds are normally processed within 3 working days.
Banks, card providers and payment processors may require additional time for funds to appear in your account.
13. Return Shipping Costs
Unless otherwise stated in this policy:
• change-of-mind return postage is paid by the customer
• confirmed faulty or incorrect items may qualify for merchant-funded return arrangements
Any prepaid return arrangements provided remain at the discretion of Baby Boutique UK unless required by law.
14. Chargebacks & Payment Disputes
Where a customer initiates a chargeback, payment dispute, card reversal or similar claim through their bank, card issuer or payment provider, the matter becomes subject to a formal third-party dispute process.
During an active chargeback or payment dispute investigation, Baby Boutique UK reserves the right to pause:
• refunds
• goodwill gestures
• discretionary remedies
• prepaid return arrangements
until the dispute has been resolved.
Where a customer wishes to return goods whilst a payment dispute or chargeback is active, the customer may be required to arrange and pay for return shipping in accordance with this policy and our standard returns process.
Any refund, where applicable, will be considered following:
• receipt and inspection of returned goods; and/or
• the outcome of the payment dispute process
This policy does not affect your statutory rights under UK consumer law.
15. Contact Us
If you require assistance with an existing return request or technical issues using our returns process, please contact: