Returns policy
Returns and exchanges policy
We want you to be completely satisfied with your purchase. If you need to exchange or return a product, please follow the instructions below.
30-day open purchase
In addition to the statutory 14-day right of withdrawal, you get a 30-day open purchase: you can return the product within 30 days of receiving it. The same conditions apply as for returns: the product must be unused and in its original packaging, and the customer pays the return postage.
Returns and refunds
We aim to reduce unnecessary transport and thereby our environmental impact. We therefore encourage our customers to check product descriptions, size charts and reviews carefully before making a purchase.
The withdrawal period starts on the day you receive the product. If you have ordered several products, or the product you ordered consists of several parts, the withdrawal period starts when you have received the last product or the last part. If you cancel the purchase, the product must be returned unused, undamaged and in its original packaging/seal/technical seal.
For a return to be accepted, the following conditions apply:
- The product must be unused and in its original packaging.
- All accessories, instructions and packaging materials must be included and in as-new condition.
- The customer is responsible for returning the product in the same condition.
- Returns must be sent using a trackable shipping method, and the customer pays the return postage.
The customer is responsible for packing the product carefully for return. The product must be sent in its original condition and in its original or equally protective packaging. Damage caused by inadequate packaging is the customer's responsibility.
If the product is damaged during return transport or is returned in a deteriorated condition, we are entitled to make a deduction for loss of value in accordance with the Distance Selling Act.
Once we have received and inspected the product, the refund will be made within 7 days. If the product does not meet the return conditions, no refund will be issued and the product will be sent back to the customer at the customer's expense.
The refund is paid within 3–7 days of us receiving and approving the return. Any shipping or handling fees may be deducted from the refund.
Please note that return postage can be high for products weighing over 4 kg.
Shipping costs
A return is usually charged a return postage fee and a handling fee.
We always use the best available shipping rate to keep your costs as low as possible. Larger and heavier products – such as prams, cots or other bulky products – incur a higher return fee, which depends on the weight, volume and delivery zone of the order.
Exchanging a product
If you want to exchange a product, let us know by email or via the contact form and state your order number and the product or size you want to exchange it for. The product must be returned within 30 days of receipt. It can be exchanged for another model or size. The new product will be sent as soon as the returned product has been received and approved. Return postage for exchanges is paid by the customer.
Returns not accepted
The following products cannot be returned:
- Products that have been used more than is necessary to establish their nature, characteristics and functioning.
- Products without their original packaging or with missing accessories.
- Products whose seal has been broken, for hygiene or health reasons.
- Returns sent more than 30 days after the date of receipt.
- Prams that have been used outdoors or assembled and dismantled carelessly.
Transport damage and complaints
If you, as a private individual, have received a damaged or defective product, you must report it within 7 days of receipt.
In the case of transport damage, we will replace the damaged parts or send a new product if necessary.
If the product is accepted for repair, the customer pays for shipping it to us, but after the repair it is sent back at no extra cost.
Damage reported more than 7 days after receipt will not be treated as transport damage.
Returns must be well packed to avoid transport damage.
If a complaint is unfounded and the product turns out to be fully functional, a handling fee may be charged. In that case you also pay the postage for sending it back to you.
Uncollected parcels
You are responsible for collecting your parcel within the stated time. If you do not accept the delivery or collect the parcel from the pick-up point, it will be returned to us. In that case we may charge shipping and handling costs.
If the customer wants the product to be sent again, a new shipping fee will be charged. In the event of a return, this fee will be deducted from the refund.
Order cancellation and handling fee
You can cancel your order free of charge until the product has been packed.
If the cancellation is made after packing, a handling fee will be charged; the amount depends on the weight and size of the product and will be stated at the time of cancellation. The fee covers shipping, return and administrative costs.
To cancel your order, send us an email stating your order number, first and last name and the phone number used when placing the order. If the order has already been dispatched, the product must be returned in accordance with our returns policy.
Right of withdrawal
As a private individual, you have the right under the Distance Selling Act to withdraw from your purchase within 14 days. However, certain products are exempt from the right of withdrawal:
- Products made to order or personalised.
- Products that cannot be returned for hygiene or health reasons if the seal has been broken.
You have the right to inspect the product in the same way as you would in a physical shop.
The product must not show any signs of use. If we consider the product to have been used, we may make a deduction of 20% – up to 100% of its value. Alternatively, the product can be sent back to you – in that case you pay both the shipping costs and the handling fee as described above.
If the packaging has to be opened to test that the product works, this must be done as carefully as possible, and the packaging must be returned together with the product. Please note that products whose seal or technical seal has been broken are not covered by the right of withdrawal.
By placing an order, you accept these terms.
For questions or return requests, please contact us by email at info@mybabygem.com