Returns Policy

  1. Unwanted Goods, If You Change Your Mind

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, in the original packaging, along with the invoice or order number which can be found on your order acknowledgement or inside the 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.

For Personal Care Products we are unable to offer refunds or exchanges once the product has been washed or used. Packs will only be accepted back if they are complete. This does not affect your statutory rights. Personal Care Products are clearly shown on the listing pages during the purchase process.

Made to order items and personalised items can only be returned if found to be faulty.

If you wish to return an item please email quoting your order number or call Bump To Baby store on 020 8673 6023, Monday - Saturday 9:30am to 6pm.

You can choose to either organise your own return, at your own cost and risk, or request a collection by calling the above phone line, Collection charges will apply.

Our collection service charges will be applied if delivery is refused and you have failed to notify us of your wish to cancel or return your order unless the product (not the packaging) is faulty/damaged (following verification at the service centre).

PLEASE NOTE: Customers that request cancellation of an order prior to receiving their goods, maybe 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 £80 a shipping cost of £9.95 will have been applied. This is a non refundable amount.

  1. General Rule With Faulty Items/ Warranty Claims

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 for evidence of the damage, via photography, or any other appropriate means. The best way to do a claim is for the customer to be present in the shop with the faulty item, so we can expect it, asses it and file the report.

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. 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

If a product is partly accepted, and a full refund needs to be issued, the company would refund less any amount which is seen as reasonable for the diminished value of any items which were accepted but then returned.

  1. Manufacturing Faults - Between 28 Days-6 Months

If you've had the product for up to 6 months following the date of receipt, we'll contact the manufacturer to repair the product or, if that's not possible, give you a replacement until the issue is resolved.

This does not affect your statutory rights.

  1. Manufacturing Faults - 6 Months +

If you've had the product for more than 6 months following the date of receipt, we can obtain a quote from the manufacturer for repair.

The manufacturers warranty with each product varies. If the warranty is above 6 months, then as a retailer of the product we will support you, and the “28 days-6 months” policy will apply. Most of the big items like pushchairs come with 2-3 years of warranty with the manufacturer.

  1. Incorrect Item(S) Sent

We send thousands of items to satisfied customers every week. However, due to human or technical failure, we do, on occasion, send an incorrect item. In the unlikely event of this happening we will undertake the following:

If your item is bulky we will arrange for the incorrect item to be collected and the correct item sent to you via courier.

If your item is lightweight you may be asked to return the incorrect item by post. If this is the case, we will send you a pre-paid label for your parcel.

  1. Refund Procedure

We will initiate the refund, replacement or exchange process once we have been notified of your request. If we have arranged the collection on your behalf, we will issue a refund less the applicable collection charges back to your card account.

Any payments made by PayPal will be refunded via PayPal.

Any refunds due to the customer will be processed within 30 days by Bump To Baby, as per Distance Selling Regulations.

To discuss the return of any item, please send an email to quoting your order number or call Bump To Baby Store on 020 8673 6023, Monday - Saturday 9.30am to 6pm.

  1. How Long Is My Guarantee For?

Typically all products will be covered under a 6 months warranty (scooters, toys), however this will be dependant on which products you purchase. Some may have a 12 months manufacturer’s warranty (Babyjogger), some may have 2 years (Stokke, BABYZEN yoyo+, iCandy) or if you buy the likes of Bugaboo or UPPAbaby you are covered under a 3 years guarantee. For furniture and highchairs – all Stokke furniture and chairs come with the impressive 7 years warranty.