Refund policy
Our Refund, Exchange and Returns Policy
We want you to be happy with everything you purchase from Gaia Baby. If, for any reason, you are not satisfied with your purchase we offer a 30-day returns policy from the date of receipt, provided that the conditions below are satisfied*:
{*For hygiene and safety reasons this policy excludes mattresses; items which have been personalised for you; items which are sold as clearance or any Gaia Baby products bought from another retailer }
The item(s) you wish to return must be unused in their original, undamaged packaging with the tags still attached, in a resalable condition, and accompanied by a valid proof of purchase. For the avoidance of doubt, you are not able to return furniture which has already been built or part-built. A valid proof of purchase includes a store receipt or a printed online order confirmation. Delivery charges will not be refunded.
Returning your goods:
For your convenience, you may return any item(s), (excluding furniture which has its own returns process detailed below) using one of the following methods:
- Please send a copy of your receipt or order confirmation together with details of the products you wish to return to:
- To ensure the safe return of your item(s), please package your items with care. We recommend that item(s) valued over £50 are returned using a trackable delivery service.
- Gaia Baby reserve the right refuse a refund or exchange where an item(s) is lost or damaged in transit.
- Please note it is your sole responsibility to ensure that the returned item(s) arrives back to Gaia Baby in a re-saleable condition.
As soon as we receive your item(s) we will process your refund or exchange in line with our refund policy set out above. Please be aware that any postal charges incurred by returning your item(s) to us will not be refunded.
Returning your furniture:
If you are not fully satisfied with your furniture purchase, please contact our Customer Care team on 08000518080 or email us at customercare@gaia-baby.com. Unless otherwise agreed by Gaia Baby, a minimum fee of £75 will apply to the return of the first furniture carton. For additional cartons see below: .
- 1 carton of furniture - £75.00
- 2 cartons of furniture - £95.00
- 3 or more cartons of furniture - £105.00
- Smaller items include guard panels or mattresses - £25.00
For the avoidance of doubt, you are not able to return furniture which has already been built or part-built.
Nothing within this refund, exchange, and returns policy affects your rights to return goods to us in accordance with the terms of the manufacturers guarantee set out below.
If you have any questions regarding our returns, refund, and exchange options, please contact our Customer Service Team:
For UK Customer care, contact us on: 0800 0518080
Your Right to Cancel a Web Order
Right to Cancel:
Where you purchase an item(s) from our website or through our Customer Care team, you have a right to cancel this contract within 14 calendar days of the date on which the item was delivered to you by Gaia Baby.
Where multiple items form part of the same order, your right to cancel starts 14 days after the date on which the last item was delivered to you by Gaia Baby.
To exercise your right to cancel, you must inform us of your decision to cancel this contract by sending us a clear statement by email.
This right does not apply to any personalised products, to any products which have been used, assembled, part assembled, or removed from their original packaging, or to goods that cannot be returned for hygiene reasons.
Effects of Cancellation:
If you cancel this contract, we will reimburse all payments received from you, including any costs of delivery.
In order to receive a full refund, we ask that you take reasonable care of the product(s) and that they are returned to us in the same condition and, to all extents possible, in the same packaging as when they were delivered. We may make a deduction from the reimbursement for loss in value of any product(s) supplied if the loss is the result of unnecessary handling by you or your appointed parties.
Once we receive the product back, we will refund you without delay, and not later than 14 days from the day we receive the products supplied. The refund will be processed through the original form of payment used for the initial transaction, unless we have expressly agreed otherwise.
You will be responsible for any postage or other costs incurred in returning the product(s) to us, except where the goods have been delivered to you in error or where the product is faulty or not as described.
If your order comprises of multiple items, you can cancel and return any of the items individually or in combination.
Your Manufacturer Warranty:
All Gaia Baby products are tested to ensure they meet the highest safety standards possible. In addition, we challenge our team to ensure every product we make is delivered to you in perfect condition.
Subject to the conditions and exclusions set out below, Gaia Baby warrants that all our products will be free from manufacturing defects where used and maintained in accordance with the instruction manual FOR 2 YEARS from the date of purchase.
Doing things in the most sustainable way possible is important to us so, where your product is covered by guarantee against manufacturing defect and found by us to have a manufacturing defect, we will, at our discretion provide on of the following free of charge:
(i) a replacement self-fit part. (Instructions for fitting will be provided where required)
(ii)a repair carried out by one of our experienced team at our Service Centre
Alternatively, if your product is deemed irreparable or based on cost, is not viable to repair, then at Gaia Baby’s sole discretion, a replacement product may be provided.
Your warranty is subject to the following conditions
- The product must be purchased directly from our website or through our Customer Care team.
- You must be able to provide a copy of your receipt or Order confirmation
- The guarantee applies to the original purchases and cannot be transferred with ownership of the product i.e. second hand purchases
- Where a particular model, colour, fabric or accessory have been discontinued, we may have no alternative but to replace it with an equivalent product of similar value.
Exclusions:
- Where incorrect assembly occurs or use of non-recommended parts or 3rd party accessories are used.
- General wear & tear
- Accidental damage
- Damage caused by non-domestic use, abuse, mis-use, neglect or not cared for in accordance with our care guidelines
- Damage caused by extreme environmental conditions including high humidity and below zero temperatures.
- Improper storage of the product
- Customer dissatisfaction with the product in terms of disliking the size, functionality, colour or style etc.
- Fabric fading, discolouration or wear due to incorrect cleaning or general wear & tear.
- If the product is adapted or modified
- Products which are repaired by an unauthorised repair agent
Any replacement part or repair will not extend the original warranty period. Where you cannot provide a receipt or proof of purchase, Gaia Baby reserve the right to assess the condition of a product and determine whether it falls within the scope of the guarantee.
In the event that your product is outside of the warranty period, we will do our best to repair or replace parts subject to availability. The minimum charge for an outside of warranty repair or replacement part is £35.00. If costs of parts, labour, admin and handling costs exceed £35.00, you will be required to pay the excess amount.
In the unlikely event you do need to claim under the terms of this warranty, please contact our Customer Care team at customercare@gaia-baby.com.
Nothing in this guarantee will affect your legal rights if the product you have received is faulty or not as described.