Our return policy is 28 days from the day you received your order from us, which should allow enough time for you to think about your purchase and decide, if you are happy. Unfortunately, we cannot accept returns and issue refunds after 28 days. This applies to products sold and dispatched directly from us, The Baby Den.
For Obaby furniture items the return policy is 14 days. To qualify for a refund, the goods must be returned in an unused condition, in the original packaging and complete with all original parts and accessories. Items cannot be partially or fully constructed or opened beyond reasonable inspection. Returns require the use of nominated couriers, which we will arrange for you, and you would be responsible for the return delivery and collection costs.
If you wish to return your order or any part of it, please log in to your customer account. Select the order containing the products you want to return and click the 'Request Return' button. Follow the prompted steps thereafter. Please allow up to 3 working days for your request to be reviewed. Once accepted, we will email you the next steps to follow.
Please note that for returns, we can only accept unused items, not previously assembled (stands, play gyms and where applicable), unwashed with original tags still attached and in the original packaging.
The buyer is responsible for the return shipping fee, and a return label is not provided. We recommend using a trackable service when returning your items, as we will not accept liability for any lost return shipments.
Customers must retain the proof of postage provided by the courier or postal service when handing over their return. This is essential in the event of any delivery issues or disputes. We are unable to accept liability for any parcel that is not delivered to us if the customer cannot provide proof that the return was sent.
Customers are responsible for packing the return in a way that protects the returned products during transport to avoid any damages, marks, and scratches. The original packaging will help ensure this.
Once your return request has been approved, you have 14 days to send the item(s) back to us. This timeframe is in accordance with the UK Consumer Contracts Regulations 2013. Returns posted after this period may not be accepted, unless there are exceptional circumstances communicated to us in advance, for example, illness, courier strikes or other events genuinely outside your control. If exceptional circumstances prevent you from returning the item within this timeframe, please let us know in advance; otherwise, we will not be able to accept the return.
Once we receive you order, we will check that all products are unused, with no signs of wear, assembling, in the original packaging and with original tags attached. The process can take 14 days.
If accepted, refunds will be processed and a credit will be automatically paid to the payment card or the original payment method within 14 days (processing time on the site of the payment provider can take additional 3-5 working days).
Please note: Under no circumstances can we issue refunds for returns that have not been delivered to us for inspection.
We cannot accept returns of intimate, sanitary and hygienic products, health and personal care items. This includes the following products:
Gift cards cannot be refunded.
Moses basket stands, play gyms, and any products requiring assembly can only be accepted for refunds in their original packaging and not previously assembled. This ensures that the products are protected during transport and all parts are still included.
We only accept refunds for full priced items, unfortunately we cannot accept returns and refunds for sale items.
Delivery costs are non-refundable. The amount refunded will be the amount you paid for your goods excluding shipping costs. We will deduct the shipping costs from the total order amount.
We only accept exchanges for damaged and defective items, we cannot accept exchanges for alternative product or product variation (e.g. different colour etc.). If you wish to order a different product, please return the unwanted products and place a new order.
If your order contains an item that has been damaged in transport or arrived with a defect, please contact us on hello@thebabyden.co.uk and please include your order number, description of the damage or defect and a photo(s) of the damaged or defective product.
All deliveries must be checked in a timely manner. Any faults or defects should be reported to us as soon as reasonably possible after delivery. Under the Consumer Rights Act 2015, customers have 30 days to reject goods if they are faulty; after this period, it becomes the customer’s responsibility to provide clear evidence that the fault was present at the time of delivery. Reports made later that 30 days after receipt will therefore require additional proof of how the product was stored and confirmation that it was not in use.
If a fault is reported outside this initial period, any replacement or refund will be subject to inspection. This may include reviewing photos, consulting with our workshop, or arranging for the item to be returned to us for assessment. If signs of wear, use, inappropriate storage or mechanical damage are found, we reserve the right to return the item to the customer without issuing a replacement or refund.
When a product is returned due to damage or defect and found to be genuinely faulty, you are entitled to a full refund or a like-for-like replacement (depending on availability) upon the return of the affected item. The returned item must otherwise be in unused condition and not show signs of wear unrelated to the reported fault.
If a parcel is refused at delivery, not accepted, not rearranged, not collected from the depot within the courier’s holding period, or returned to us due to an incomplete or incorrect delivery address provided at checkout, any refund will be processed once the goods have been safely received back and inspected.
Please note that we cannot be held responsible for parcels returned for any of the reasons listed above, as the delivery has been attempted in line with the details provided at checkout.
If you would still like to receive your order, we are very happy to arrange re-dispatch at the buyer’s cost.
If a refund is preferred, a deduction of £10 will be applied to cover the delivery, packaging and handling costs incurred.
We cannot accept liability for international orders that are returned or disposed of because import charges were not paid, or where the courier was unable to contact the recipient or confirm the delivery address. Import charges (customs duties, taxes and handling fees) are outlined in our Shipping Policy and, by placing an order, the customer agrees to pay any such charges due at the destination. If a parcel is returned to us for these reasons, a refund will be issued only once the parcel has been physically received by us; any courier, customs or return fees (including original shipping costs) will be deducted from the final refund. If the courier disposes of the parcel, no refund can be issued.
