Return Details

Returns & Warranty Policy

Returns

We are confident that you will be delighted with any product that you purchase from us. If you are unhappy with the contents of your order please contact us at customerservices@babyoka.co.uk as soon as possible, so we can resolve the problem with you.

If, for any reason, you wish to return the product, you have 14 days from the day following delivery to return it to us. You must contact us by email at customerservices@babyoka.co.uk within 7 days of the item being delivered, to obtain a Return Merchant Authorisation Number (RMA).

Please note all items will only be accepted as a return if they are unused with all labels intact, in all original packaging, with all instructions and totally re-saleable.

You the customer will be responsible for the cost of returning the item to us. It can be shipped back via a service of your choice although we do recommend a secure trackable method that requires a signature on delivery. Alternatively we can arrange for our courier to collect the item from you. The cost will vary depending on your location.

Upon receiving the returned goods a warehouse manager will check and inspect the goods and provide a report. If we deem appropriate, photographic evidence will be taken.

Only if the goods are in exactly the same condition as when they were dispatched will we refund you (within 7 working days) in full less postage costs incurred, as stated above.

Please note that our warehouse managers decision on the condition of the returned goods and the refund to the customer is final & no exceptions will be made whatsoever if the returned goods are not in exactly the same condition as when they were dispatched.

N.B. We do not accept returns on personal care items, or on any nappy products once they have been opened. This does not affect your statutory rights.

Please note that for self assembly items we can not accept return of these goods once they have started to be assembled unless the product is faulty. This also applies to any personalised products. This does not affect your statutory rights.

Warranty

All of our products carry a manufacturers 6 month warranty for defects in manufacturing and or materials. The warranty period commenced when the item is received by you. This does not cover accidents, misuse, neglect or when instructions for the product have not been followed. It also does not cover fair wear and tear. All goods should be maintained in line with the manufacturer instructions. The warranty is only valid for the original owner. The use of a kiddiboard , buggy board or similar item may invalidate the warranty on the pram or pushchair. The statutory rights of the purchaser are not affected by the warranty.

What happens if there is a fault with the product I purchase?

Occasionally a product may develop a fault whilst it is under the warranty period. Initially the fault needs to be reported to our after sales team at customerservices@babyoka.co.uk We will then log the fault details. It is always helpful if you are able to record faults digitally on a camera. Sending these pictures with your email regarding the fault, will enable us to assess the matter thoroughly and to assist you in processing and resolving the matter as quickly as possible. This also ensures that we have the fault and correspondence documented if required for future reference.

Normally when a fault develops whilst the item is under the warranty period there are two options:

1. To ask the manufacturer, on your behalf, to send a replacement part out to you.

2. To collect the faulty item and return it to the manufacturer. The manufacturer will then investigate the problem and they will decide how best to resolve.

In some cases, the fault may be resolved by sending out a spare part to the customer during the 6 month warranty period. This will be done free of charge for manufacturing defects. After this time should a spare part be required we may be able to supply it (depending on part and manufacturer) but a charge will be applied for this service depending on the part required.

If the second option is chosen we can normally arrange for the item to be collected from you. In all cases the product 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 your details written on it. (Full details will be provided by our customer service advisor prior to collection).

All products that have a fault are returned to the manufacturer for them to investigate the fault and they will then decide if the fault is covered by the warranty. If they decide this is the case then they will repair the product or replace as necessary.

In some cases the manufacturer may determine that the fault with the product has been caused by customer misuse and in this instance the repair cost must be met by the customer.

In this instance the customer would also be charged for the postage costs involved in the return. The postage charges applicable for returning the item are £9.99.

Payment of this amount and the cost of the repair would be required prior to any action being taken. If you decide not to go ahead with the repair the postage costs of returning the item to you would still apply.

We are bound by the decision made by the manufacturer regarding the repair as they have expert knowledge in their product field and are best placed to make this decision.

Please note that an exchange or refund will only be offered if the item cannot be repaired or it is not considered viable by the manufacturer to repair the item.