Refunds and Exchanges
We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 14 days of dispatch with an original valid receipt. We do not accept ANY returns after this date. Refunds will be credited to your original method of payment.
Our aim is to guarantee your complete satisfaction, if you are not satisfied with your order, you may return your unused item subject to the following criteria.
– Items must be in their original unused, unopened condition;
– Items must be sent in their original packaging;
– Items can only be returned within 14 days from the date of dispatch;
– Items must be sent in one single shipment, we cannot accept returned items from the same order sent separately.
We will offer a refund or exchange (if stock is available) within 14 days of dispatch. The date your items were dispatched by us will be detailed in the documentation that arrives with your order.
Delivery is non-refundable. If you are exchanging an item, delivery will be charged on the replacement item. If you require an exchange on a faulty item and we have stock available, you will not be charged again for delivery. Faulty items are at the discretion of IBP Ltd.
IBP will not be responsible for damage or loss that occurs during the delivery process if the customer chooses to nominate a safe place or return process.
IBP accepts no responsibility for any returns lost in transit and therefore recommends all returns to be sent by registered post. Details of where to send your returns will be supplied with your order. The customer is responsible for the cost of return postage. It is advisable to obtain a proof of posting certificate if using the Post Office and arrange the necessary compensatory cover for the items.
Please note that your refund will be processed within 10-14 days from receipt of your return. Once IBP receives processes and accepts your return, you will receive an e-mail, which confirms your refund. After the e-mail confirmation, the refund will be processed according to the criteria stated above.
Please allow 2 weeks for your refund / exchange to be processed
Refunds will be made using the original method of payment.
Please note that refunds and exchanges are only possible if the goods were purchased from Innovative Baby Products directly. If not, you will need to contact the shop where you originally purchased your item and discuss the procedure for return directly with them.
You are responsible for the cost of returning the item(s) to us unless the goods are faulty, not as described or incorrectly supplied. If the item has been used, we will deduct 25% from the purchase price, plus any other costs to cover damage.
In addition to our returns policy, under the consumer contracts regulations…
0-14 days. To obtain a full refund for your order ( not including postage and packing charge – if applicable) you will need to have requested a Returns Number within 14 days of the goods being received, and return the goods to us promptly.
A refund may be made provided that you have kept them in your possession, taken reasonable care of the goods and not used them. Goods must be undamaged and in their original and, wherever possible, undamaged packaging. If the goods are returned to us in saleable condition but the original packaging is damaged, we will deduct an amount necessary to repackage the items from the refund owed to you. At present, that amount is £7.50 but we reserve the right to change it should the costs of repackaging fluctuate. Please read our terms and conditions, as our warranty or returns doesn’t cover other countries outside of the UK.
Faults with our products are rare but if you find that a product is faulty or not as described then please contact us immediately by telephoning 0800 9788 365 or emailing email@example.com and we will discuss next steps with you.
Where goods are faulty, we will, replace the faulty component, repair the product for you, or replace the complete item, subject to stock availability. All products must be within their guarantee period and accompanied by the original proof of purchase. If we do not have a replacement immediately available, or the item is discontinued, we reserve the right to replace the item with a similar design.
To establish the nature of the fault we may ask you for a photo or video of the problem and the serial number of the product (if there is one). Faults are defined as issues arising from a manufacturing defect. Fair wear and tear and damage caused by the customer are specifically excluded.
Before we can replace or repair a product free of charge, we will also ask you for proof of purchase to establish that the item is within the guarantee period. Wherever possible, we will supply spare parts to you to enable the product to be fixed. At our sole discretion we may be able to repair the product for you.
If the product was purchased directly from Innovative Baby Products, and on delivery the product is faulty or not as described, or the product subsequently develops a fault, which is covered under our warranty and you decide that you would like a refund, then you must return the product to us as soon as reasonably possible and we will refund the price of the product in full.
If IBP is the sole distributor of the product, we will send the replacement part or repair the faulty item as above. If you would like a refund, you will need to contact the shop where you originally purchased the goods, and discuss the procedure for the refund directly with them.
If you purchased the product from a stockist not supplied by IBP e.g. from another country, you will need to contact the stockist to agree how the fault should be resolved.
If the product is outside the guarantee period and a fault is the result of fair wear and tear or customer damage, or you did not purchase the product from new, then wherever possible we will try and supply spare parts or repair the product for you, but will charge for this service.
If you require a collection of your unwanted goods, there is a charge of £10 plus collection fee that will be deducted from your refund.
The full details relating to our Returns Policy can be found in our Terms and Conditions.
If you need to cancel part or all of your order prior to it arriving, you will need to contact us as fast as possible as our warehouse will process your order very quickly. Please phone our customer service team on 0800 9788 365, e-mail us at firstname.lastname@example.org send it to us. You will need to quote your name, address, order number, the full description of the product(s) that you would like to cancel and the reason for the cancellation.
Should you provide us with an incorrect address or be otherwise incapable of taking delivery for a properly addressed item then that item will be returned to us.
We will notify you should such item be returned to us and you can request that it be redelivered. If you do require us to redeliver it, we will charge you the cost to us of doing so.
We will require advance payment of excess postage prior to despatch. You can make this payment by cheque or by PayPal.
We will only hold items for redelivery for two weeks. If we do not hear from you in this time or we do not receive funds within this time, you will be issued a refund for the cost of the item (excluding original postage and packaging charges) and the item will be returned to stock.
Tracking information will be provided with your order confirmation once despatched from our system. Should you not have this for some reason, then please contact us by telephone on 0800 9788 365 or via email at email@example.com.
If we attempt a delivery on several occasions to an address where no one is available to accept delivery then a re-stocking fee of 15% will apply.
Please be aware that IBP does not accept ANY returns from outside of the UK so please make sure you understand this before placing any orders.