Everything you need to know about returns, when looking to return a product with Aurora Baby.
“I don’t want my purchase” – Refunds
You are entitled to return any purchase within 14 working days from your order delivery date. The intention is to put you in the same position as would be the case if you bought the product from a store which means you can inspect the product and return it unused. In such circumstances we will refund the price paid excluding the shipping cost, and you must pay the cost of return. For large or heavy items we can arrange courier collection and the cost of that collection will be deducted from your refund. Please note, we may also reduce the value of your refund if the product is not returned in “as new” and pristine condition.
“I don’t want my purchase” – Exchanges
Within 30 days of the date you received the item(s), we will also take products back in exchange for other products of similar or greater value. The products must be unused and returned in “as new” condition, preferably in the original packaging.
The cost of shipping will be your responsibility. Please note that this is an exchange policy and cash refunds will not be given.
“My product is faulty” – Faulty Items
We will exchange or repair a product which develops a defect within the first 12 months after the date you received it. After 6 months and within the warranty period, we will arrange for repair or replacement depending on the inspection result. The replacement may be for a product of similar value or specification.
GUARANTEE: Electrical products purchased from aurora-baby.co.uk are covered by a minimum of a 6-month guarantee or as per the manufacturer’s warranty.
This guarantee begins on the initial date of delivery and any subsequent replacement products do not renew this warranty.
You must ensure returned goods are suitably packaged to avoid damage in transit as we will not accept responsibility for any such damage that occurs. This does not affect your statutory rights.
Please do not state products are faulty when requesting returns unless there is a genuine fault, as you will have to pay all shipping costs both ways.
How to Request a Return
To request a return, email us at email@example.com and make sure to include your name, order number, the product description and the reason for return.
Once your return is authorised we will provide you with an email including all of the information you need to get your return back to us.
I have requested a return by email. What happens now?
In response to your email, we will come back to you as soon as possible. Normally within 24 hours. In this email we will provide you with a Returns Authorisation Number and will provide you with specific instructions to return your item, depending on its measurements and type of shipping.
You will have to send us your items and pay any shipping costs. We will cover shipping costs only if it is a faulty item.
You can send your items on a parcel or have them collected via a courier or post
What happens when you get my returned item?
We cannot accept responsibility for Returns until they arrive safely in our warehouse therefore you may wish to insure the product, however this is at your cost.
It may take up to 14 days from receipt in our warehouse for each individual return to be processed.
We will only refund the reasonable cost of transit/postage (up to £4.99) where goods are confirmed faulty in the first 6 months of receipt, or when the return was due to an error on our part.
Once repair or replacement has taken place, we will endeavour to deliver your product back to you. If delivery is unsuccessful and returned to us, we will hold this product for 3 months from date of return. After this period, the item may be destroyed.