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Refund and Return Policy

At Chelsea Baby, we understand that sometimes things don’t work out as planned. That’s why we have created a simple and hassle-free return policy to ensure your satisfaction with your purchase. In this article, we will outline our return policy in easy-to-understand terms, so you can shop with confidence and peace of mind.

1. Return Timeframe

We operate a 14-day returns policy, meaning you have 14 days from the receipt of your item to request a return.

2. Eligibility for Return

To qualify for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.

To initiate a return, please contact us at hello@chelseababy.com and attach pictures of the item from the front, side, and back, along with images of the original packaging. If your return is accepted, we will provide you with a dedicated warehouse address for your return, along with instructions on how and where to send your parcel at your own expense. Returns sent to us without prior authorisation will not be accepted.

If the product you want to return is used, has signs of use, is dirty, is damaged, doesn't have tags attached or doesn't contain original packaging, unfortunately we would not accept your return. Read more (Point 6).

If you have any questions about returns, you can always reach out to us at hello@chelseababy.com.

3. Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item. This will enable us to assess the issue and rectify it. Claims of damage or missing parts should be reported within the first 7 days after the product has been delivered. After this period, your claim will be treated as Warranty Claim (Explained in Point 7).

In the event that your product has been damaged during transport, is faulty or you have received wrong item, you need to inform us within first 7 days since delivery took place. After this period, your claim will be treated as Warranty Claim (Explained in Point 7).

Please note:

1.) If we book a collection for faulty goods and the driver fails to collect because you weren't in at the time given to you, all future collection requests will be charged at our standard rate of £25.00.  

2.If you prefer for us to arrange collection this can be done at a cost of £25.00, please note this is a price set by our courier irrelevant of the number of boxes or their size. If your package is singular or small we advise arranging your own return at a saving to yourself. 

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods like breast pumps, diapers, baby formula, and personalised items. Intimate or sanitary goods, hazardous materials, and flammable liquids or gases. Furthermore, gift cards, downloadable software products, and specific health and personal care items are also non-returnable. Please contact us if you have questions or concerns regarding a specific item.

Unfortunately, we are unable to accept returns for Clearance items or gift cards.

5. Exchanges

The quickest way to ensure you receive the desired item is to return the item you currently have. Once the return is accepted, you can make a separate purchase for the new item.

6. Refunds

We will notify you once we have received and inspected your return and inform you whether the refund has been approved or not. If approved, the refund will be automatically processed using your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.

Please note:

1.If the returned item is not in a resalable condition, we reserve the right to decline the return or issue a reduced refund of up to 30% based on the condition of the product.

2.If the customer is unable to receive the parcel and requests for it to be resent by us, an administration fee will be applied.

7. Warranty Claim

If you have concerns about a product fault arising after the initial 7 days since delivery, we have a dedicated warranty claim process to address such issues. In this case, please follow the steps below:

  1. Initiate Warranty Claim: Contact us at hello@chelseababy.com to initiate a warranty claim. Provide detailed information about the fault, and if possible, attach clear pictures illustrating the issue. Please include your order number and contact details.

  2. Formal Claim Submission: Once you have contacted us, our team will guide you through the formal claim submission process. This may include additional documentation or information to help us assess the issue thoroughly.

  3. Resolution Period: We are committed to providing a solution within 14 working days from the date we receive your formal warranty claim. Our team will thoroughly review the information provided and work towards a satisfactory resolution.

  4. Product Return During Warranty Claim: Until the warranty claim is resolved, the product cannot be returned. We appreciate your patience during this process as we strive to ensure a fair and efficient resolution to any faults or issues with the product.

This warranty claim process is designed to address concerns that may arise beyond the initial return period. We aim to provide you with the best possible assistance and resolve any faults promptly. If you have any questions or need further clarification, feel free to reach out to us at hello@chelseababy.com.

8. Fitting and Compatibility Issues

At Chelsea Baby, we understand that proper installation and compatibility are crucial for the satisfaction of our customers. However, it's important to note that we are not responsible for any problems that may arise during the installation process or compatibility issues with other products.

In the event that you encounter challenges with installation or assembling, we recommend referring to the fitting/installation guide provided with the product. This guide is designed to assist you in navigating the installation process and ensuring compatibility.

Assistance and Solutions:

  • If you experience any problems with the product you purchased from Chelsea Baby, whether related to fitting, installation, or compatibility, please contact us immediately. Our dedicated team is ready to assist you and provide the best possible solution.

Return Policy for Fitting and Compatibility Issues:

  • In cases where you are facing fitting problems or compatibility issues and wish to return your product, you have the right to do so as long as you meet the requirements outlined in Point 2 of our return policy.