Refund Policy

 Conditions for return of unwanted items

If you are not completely happy with any items from your order you may return them to us within 30 days of purchase.

As long as the item is unused and in a resaleable condition we are able to offer an exchange or refund. Product must be in the original and/or branded packaging. If you would prefer to exchange the item please let us know by emailing info@mycribrocks.co.uk

Please contact our service team at info@mycribrocks.co.uk to arrange a collection.  We will then email you a returns label and a returns form to complete.

Unfortunately, we are unable to accept returns for unwanted products purchased more than 30 days ago.

 Please ensure products do not come in contact with perfumes, sprays, creams or other chemicals, and are kept in a smoke-free environment. 

 

Manufacturing fault within 30 days of purchase

If you have a manufacturing fault with your item within 30 days of purchase we will refund or replace – exclusions, terms and conditions apply.

 You will be required to return the product back to us. We may ask for images or a short video of the fault. This does not affect your statutory rights. Please note this does not cover accidental damage, misuse or wear and tear of the items.

 All items returned as 'faulty' will be subject to a thorough investigation to confirm that the damage is due to a manufacturing fault. The item may need to be shipped to the manufacturer for them to assess and decide this, which can take up to 21 days.

 

Refunds are usually processed within 14 days of receipt of your faulty goods.

We will email you with a returns form.  Please fill this in and return immediately so we can deal with your request.

 

Returns after 30 days of purchase

We do not accept returns of unwanted items after 30 days of purchase.

After 30 days your product will then be under the manufacturers warranty and we will strive to ensure we rectify the fault accordingly. To find out the length of your warranty please consult your instruction manual or email us at info@mycribrocks.co.uk   Each case will be looked into individually and we will either repair or replace the item as we and the manufacturer deems appropriate.

We may have to request the item back and in this instance the collection costs will be covered by ourselves if the fault is of a manufacturing nature.  If the fault is deemed not to be manufacturing the carriage charges would be incurred by the customer. We may ask for images or a short video of the fault. This does not affect your statutory rights.

The manufacturers warranty only covers against manufacturing faults and does not cover the following:

  • normal wear and tear
  • misuse such as, but not limited to, improper storage and product care
  • maintenance and use other than that indicated in the user guide
  • failure to follow the instructions in the user guide
  • abuse, neglect, carelessness or accident
  • modification or alteration of the product
  • air transportation or freight damage
  • damage to tyres  such as holes, punctures or tears
  • mounting or installation of third party products such as buggyboards that are not recommended by the manufacturer

Please note that while this list is inclusive it is not exhaustive

We will email you with a returns form.  Please fill this in and return immediately so we can deal with your request.

 

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, once the item has been received back into store. All refunds will be made back via the original payment method.

 

How to return faulty goods

Please ensure items are packed securely.  We are unable to provide boxes for returns.

Please ensure when returning goods a copy of the returns form or a note is enclosed with your order number, address, surname and reason for return so we can process as quickly as possible and please ensure that your return is securely boxed.  We will email you with courier labels to attach to your order for return.  Please ensure this is done.  We will not accept liability if the returns/ delivery label is not secured to the parcel. The courier will also give you a receipt of collection, please keep this safe. If you are unable to print returns labels please contact info@mycribrocks.co.uk immediately to notify us so we can arrange an alternative method.

 

Cancelling your order

If you wish to change or cancel your order please email us at info@mycribrocks.co.uk. We aim to respond to your email within 24 hours – please  include your order number and name and address in any correspondence.

Please note that for items already dispatched, our standard returns process will need to be followed. If you refuse your delivery because you wish to cancel, a collection charge will be applicable.

 

Reporting a fault

All products purchased from My Crib Rocks come with a manufacturer’s warranty - this will start from the date of purchase of the item (please consult your instruction guide to confirm the length of warranty). We will repair any product free of charge within this period; this only includes manufacturing faults and does not cover wear and tear, loss of an item, misuse or accidental damage. If a repair is not possible a replacement or refund may be offered at our discretion.  Please email info@mycribrocks.co.uk

 

Collections

If your collection was not ready, or you were not at home or the driver was turned away you may be charged again for the failed collection. We are unable to accept liability for loss or damage of goods if the goods are left outside for the courier.

 

Collection Charges

Carriage charges for collections will be £5.00 per parcel/box upto 10kg and 100cm x 60cm x 60cm in size.  All items over these weight or dimensions will be priced based on the actual product.  Please contact info@mycribrocks.co.uk for a quote.