Returns


Important Information Regarding Returns During COVID-19

Please note, as per government guidelines, we must leave your return in quarantine for 48hrs before we are allowed to interact and process your item(s). We appreciate your patience in this matter and will resolve to have your return processed as quickly as we can to provide the appropriate resolution.

If you are not entirely satisfied with your purchase please email us at customerservice@cuddleco.co.uk. We will do our very best to resolve the matter in the most efficient way. 

Returns

The right to cancel is a no-fault cancellation. If the goods are faulty then the standard statutory rights apply. All our products sold are covered by the 14 day right to cancel policy. To enable us to authorise a return you must notify us within 14 days from the day you receive your goods by contacting our customer services team by email customerservice@cuddleco.co.uk. Any parcel returned to us without authorisation will be refused and will not be eligible for a refund.

To be eligible for a return, your item must be unused, in the same condition that you received it and in its original packaging. We cannot accept a return on any personal hygiene items such as mattresses where the original packaging has been opened/unsealed or used. We may ask you for the receipt or proof of purchase.

You will be responsible for paying for your own shipping costs for returning your item if the product is non-faulty/damaged. Where applicable, original shipping costs for your order are non-refundable.

Once the item has been processed and authorised, your refund will be sent via the same medium the original payment was made within 7 working days of receiving your product.

We reserve the right to make a deduction from the amount of any refund for loss in value of the Products returned where the Products show signs of unreasonable use or damage; for these purposes, unreasonable use includes handling the Products beyond what is necessary to establish the nature, characteristics and functioning of the Products, in particular, if it goes beyond the sort of handling that might reasonably be allowed in a shop, in some cases this may include assembling the goods.

Nursery furniture which has been assembled cannot be returned. We reserve the right to refuse a refund if the item is deemed to be non-resalable. Items requiring assembly must not be assembled in any way and must be in the original packaging which is manufactured to pass the 1 metre drop test or they will not be accepted back.

Where you are in possession of the Products (or they have been dispatched to you), we may withhold any refund until we have received the Products or you have supplied proof of return for the Products.

 

Faulty or Incorrect Products

If your item is found to be faulty or you have received the wrong item, please notify us by email within 14 days of receipt customerservice@cuddleco.co.uk quoting your order number. If the product you have purchase is faulty, we may offer a repair, exchange or refund as appropriate in accordance with the Consumer Right Act 2015.  You will be required to provide proof of purchase such as your receipt, order confirmation email or sales invoice.  These rights are non-transferable.

 

Contact Us

If you have any questions on how to return your item to us, please contact us at customerservice@cuddleco.co.uk where we will endeavour to answer your query in 1 working day.