Returns & Refunds Policy

At baby2child, we want you to be happy with your purchase. We understand that sometimes an item may not be quite right, and we're here to help.

This policy explains your statutory cancellation rights as well as baby2child's additional returns policy.

Nothing in this policy affects your statutory rights.

30-Day Returns Policy

We offer a 30-day returns period on most eligible products, starting from the date your order is delivered.

This consists of:

Your statutory cancellation rights during the first 14 days after delivery; and
baby2child's additional returns period from day 15 to day 30 on eligible products.

Some products, including furniture, are excluded from our additional 15–30 day change-of-mind returns period. Please see the relevant sections below.

Your 14-Day Cancellation Right

For most products purchased online, you have the right to tell us that you wish to cancel your order within 14 days of receiving it, without having to give a reason.

Once you have notified us of your cancellation, you normally have a further 14 days to return the goods.

You may inspect and handle an item as reasonably necessary to establish its nature, characteristics and suitability.

If an item has been handled or used beyond what would reasonably be necessary to inspect it and this has reduced its value, we may make an appropriate deduction from your refund where permitted by law.

If you are returning an item because you have changed your mind, you are responsible for the cost of returning it.

Additional 15–30 Day Returns

For most eligible products, baby2child offers an additional change-of-mind returns period up to 30 days after delivery.

For returns requested between day 15 and day 30, products must be:

Unused and unworn
In a fully resalable condition
Complete with all parts and accessories
In their original packaging
Returned with any instructions, manuals or other items originally supplied

We reserve the right to refuse a return under our additional 15–30 day policy if these conditions are not met.

Furniture and furniture sets are excluded from our additional 15–30 day change-of-mind returns period.

How to Start a Return

Please contact us before returning any item:

Email: hello@baby2child.co.uk
Telephone: 0330 633 1040

Please provide your order number, details of the item you wish to return and the reason for the return.

Once your return has been authorised, we'll provide you with:

The correct return address
Return instructions
Collection or return-label options where available
Details of any applicable return or collection charge

Please do not return an item without contacting us first.

Many of our products are dispatched directly from our trusted brand partners and suppliers and may need to be returned to a different warehouse from the address they were originally dispatched from.

Change-of-Mind Return Costs

If you're returning an item because you've changed your mind, ordered the wrong product or decided that it isn't suitable for your requirements, you are responsible for the cost of returning it.

Where possible, baby2child can arrange collection on your behalf.

The collection charge will depend on factors including the size and weight of the product, the number of parcels and the collection location. We'll tell you the cost before arranging the collection.

If you agree to a collection arranged by baby2child, the agreed collection charge may be deducted from your refund.

Where appropriate, you may instead arrange your own return using a suitable tracked and insured delivery service. Please contact us first to obtain the correct return address.

We cannot accept responsibility for goods that are lost or damaged while being returned using a delivery service arranged independently by you.

Furniture Returns

Due to the size, weight and specialist delivery requirements of nursery furniture, furniture is excluded from baby2child's additional 15–30 day change-of-mind returns policy.

This includes, but is not limited to:

Cots and cot beds
Wardrobes
Chests and changing units
Dressers
Nursery furniture sets
Other large nursery furniture products

This does not affect any statutory cancellation rights that may apply during the first 14 days following delivery.

Change-of-Mind Furniture Returns Within 14 Days

If you exercise your statutory cancellation right in relation to furniture because you've changed your mind, you are responsible for the cost of returning the furniture.

Furniture is often supplied in multiple large and heavy cartons, and return collection costs can therefore be substantial.

Where possible, baby2child can arrange collection on your behalf. We will confirm the collection cost with you before the collection is booked, and the agreed amount may be deducted from your refund.

If you would like an indication of the likely return cost for a particular furniture product before placing your order, please contact us.

Please Check Before Ordering Furniture

We strongly recommend checking all product information carefully before ordering, particularly:

Product dimensions
Available space
Room and doorway measurements
Colour and finish
Product specifications
Compatibility with other furniture or mattresses where applicable

Customers should also check the contents and condition of their furniture before beginning assembly.

Assembled Furniture

If you are exercising a statutory cancellation right, you should handle the furniture only as much as reasonably necessary to inspect it.

Where furniture has been assembled, used or handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.

This does not affect your rights if the furniture is faulty, damaged, incorrect or not as described.

Large Items & Travel Systems

Pushchairs, travel systems and other large or heavy products may require specialist or multi-parcel returns.

Please contact us before returning any large item.

We'll confirm:

Where the product needs to be returned
How many parcels need to be returned
Whether we can arrange collection
The applicable collection charge before you agree to the collection

For change-of-mind returns, the customer is responsible for the return cost.

Products must be carefully repacked using their original packaging wherever required under this policy, with all components, accessories, instructions and other supplied items included.

Promotional Gifts & Free Items

If your purchase included a free gift, complimentary product or promotional item because you purchased a qualifying product, the promotional item must also be returned if the qualifying product is returned for a refund.

The promotional item should be returned unused, complete and in its original packaging.

If the promotional item isn't returned, or has been used or damaged and cannot be returned in a resalable condition, we may deduct its stated promotional or retail value from your refund where applicable.

This applies even where the promotional item was delivered separately from the qualifying product.

Original Delivery Charges

If you exercise your statutory right to cancel your entire order within the applicable cancellation period, we will refund the standard delivery charge you paid where required by law.

If you selected an enhanced, express or premium delivery service, we are not required to refund the additional amount paid above the cost of our standard delivery service.

For returns made under baby2child's additional 15–30 day returns policy, original delivery charges are non-refundable unless the return is due to a faulty, damaged or incorrect product or an error made by us.

Products Excluded From Our Additional 15–30 Day Returns Policy

The following products are excluded from baby2child's additional 15–30 day change-of-mind returns policy:

Furniture and furniture sets
Personalised, customised or made-to-order products
Gift cards
Perishable goods
Sealed personal care or hygiene-sensitive products once opened
Products that have been used or are no longer in a resalable condition
Products missing components, accessories or required original packaging

Sale and clearance products are not automatically excluded from statutory cancellation rights simply because they have been discounted.

These exclusions do not affect your statutory rights, including your rights in relation to faulty, damaged, incorrect or misdescribed goods.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If your item arrives damaged, is faulty, isn't as described or you've received the wrong product, please contact us as soon as possible.

Please provide:

Your order number
A description of the problem
Clear photographs showing the fault, damage or incorrect item where appropriate
Photographs of the packaging where there appears to have been damage during transit

Please do not arrange your own return of a faulty, damaged or incorrect item unless we ask you to do so.

We'll provide the appropriate instructions and, where necessary, arrange collection or return of the product.

Damaged or Faulty Furniture

If furniture arrives damaged or appears to be faulty, please contact us before assembling it where the issue is visible prior to assembly.

Please retain the original packaging while the issue is being investigated.

We'll work with you and, where appropriate, the manufacturer or supplier to arrange a suitable solution in accordance with your statutory rights.

The change-of-mind furniture restrictions and collection charges described above do not apply where we are responsible for arranging the return of faulty, damaged, incorrect or misdescribed goods.

Your Rights for Faulty Goods

Your rights in relation to faulty goods are protected by the Consumer Rights Act 2015.

Depending on the circumstances and how long you've had the product, you may be entitled to a repair, replacement, price reduction or refund.

Nothing in this returns policy limits or replaces your statutory rights.

Exchanges

We don't currently offer direct exchanges.

If you'd like a different product, colour or model, please contact us. In most cases, the quickest option will be to return the original product in accordance with this policy and place a new order.

Refunds

Once your return has been received, we'll inspect the item and confirm the outcome of your return.

If your return is approved:

Your refund will be made to your original payment method
Any agreed change-of-mind collection charge may be deducted from the refund
Where an eligible promotional gift hasn't been returned, its applicable value may be deducted from the refund
Any permitted deduction for diminished value may also be applied where appropriate

Once we've processed your refund, please allow 5–10 business days for the funds to appear in your account. Processing times vary depending on your bank or payment provider.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us.

Need Help?

If you're unsure whether a product is eligible for return, need a return-cost estimate for a large item or furniture product, or would like us to arrange a collection, please contact us.