We will refund your purchase within 48 hours of receiving the goods. We refund the monetary value of the goods returned to us, at the price you purchased them. This includes sale items and a pro-rata rate for bundled items. Credit card refunds will be credited back to the original card that the goods were bought with.
Unfortunately we would be unable to refund or credit on any of the following:
- Washed/used bedding, clothing or lambskins
- Briefs or undergarments
- Lotions and skin care products (due to hygiene/safety reasons)
- Unsealed CDs, DVDs, tapes or other recording media, software or video
- All returns need to be in it's original packaging
Please also note we are unable to accept cancellations or returns on any made to measure or bespoke goods.
For exchanges you are required to purchase the item and send back the unwanted one for refund. This ensures that the product does not sell out in the meantime.
Free gifts with goods
Occasionally we offer free gifts with purchase. These are considered part of the purchase & must be included, in un-used condition, with any such returns, in order for a full refund/ credit/ exchange to be given. If an item is returned without the free gift, we reserve the right to charge the full RRP for it, which will be automatically deducted from any refund made.
Purchases within multi-buys
If an item is purchased within a multi-buy offer, and you wish to return only part of the order for a refund, the refund amount will be calculated by deducting the full price of the kept/retained item from the order total.
Items received/given as gifts may be returned for store credit, under the same conditions as above. To return your unwanted items please use the returns form (see above) & include your order number which can be found on the gift note included with your parcel. If this is not known, please e-mail prior to returning your goods, providing the “gift recipient name & address” and “purchasers name” so that we can first confirm the order details for you.
Overseas returns procedure
Please contact us prior to returning any goods from overseas. If you are making a return from outside of the EU it is important to mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document (CN22 or CN23 which is supplied by your local post office) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender.
If you have paid import duty for goods received, and subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local customs authority. To do this, you will need to show them proof of duty paid and proof of export (such as certificate of posting) when claiming your refund.
Should you have any further queries on duties payable/refundable, please contact your local customs authority.
Faulty, damaged, incomplete or incorrect orders
If your order arrives incomplete, please log into your account to check your order status, as items may be on back order. If you are in doubt just give us a call or drop us an email.
Please report any incidences of damaged, faulty, incomplete or incorrect orders within 48 hours of receipt and we will get the issue resolved for you as quickly as possible. We will cover the costs of return and replacement of any items found to be faulty or damaged, as well as shipping costs incurred due to error on our part. This will be done by providing a return free-post address or via courier collection for large items.
For overseas customers, we cannot be liable for the full overseas return shipping costs and would refund a maximum of £10 each way. We would however try to find an agreeable compensatory solution, so that shipping will not be necessary.
We check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you. Packaging from damaged items may need to be kept or photographed as proof of damage in transit and to support customer claim.
If an item has been omitted in error, we will check our stocks and send any such missing item on immediately. Please check your order carefully upon receipt. If you have received the incorrect item, we will do everything possible to rectify the situation for you as quickly as we can, however regretfully, we cannot accept any goods, even those sent to you in error, if they have been worn/washed and that are not in a resalable condition or not in their original packaging.
Items purchased with a discount applicable over a certain order value
Should you return an item, where you receive a discount that is applicable over a certain order value and the return takes the order value below that threshold, the discount will need to be taken into account when the refund is made. For example, if an order is placed for £130 with a discount applied Save £10 over £100 spend and an item worth £40 is returned for refund. The £10 discount would no longer be applicable as order value becomes only £90. As such when the refund is made it will be for a total of £30 rather than £40.
This does not affect your statutory rights.
At Natural Baby Shower we are passionate about customer care and will deal with any problems which may arise on an individual basis and do our up most to ensure customer satisfaction. For further information please contact us at firstname.lastname@example.org or call +44 (0)1276 408494.