Returns and refunds relate to the supply of goods and services to consumers. If you are a business please email us here to request the “business to business” returns and refund policy.
Acceptance of your order and completion of the contract between you and us will take place upon dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.
In the unlikely event that you are not entirely satisfied with your purchase for whatever reason Pitter Patter Baby Gifts is happy to exchange or refund your purchase within 7 days providing the goods are in a fully resalable condition and not within the exclusion policy*.
Refund exclusion policy* applies to items containing nappies, bottles, soothers, teethers, thermometers and cutlery there will be a 20% restocking fee. Unfortunately due to the nature of the product and for hygiene reasons these items have to be discarded and this charge is something we cannot avoid and is on our terms and conditions of sale.
Personalised items are not covered by the policy mentioned above, these are unreturnable. The only exception will be in those cases where the artwork has been damaged in transit. In theses’ circumstances customers must provide the evidence of damaged within 24hrs of receipt.
Pitter Patter Baby Gifts Word Art Frames designs are our own. Each design is tailored to suit your needs, therefore creating margin for error. You must check all aspects of the design before confirmation. Pitter Patter Baby Gifts will not accept any responsibility for mistakes after this process. Printing colour may differ slightly from that shown on your device screen.
Should an accessory used to decorate the above be faulty, we will replace that particular item only. The customer must notify us within 7 days of delivery and provide evidence of damage within this timeframe.
You will be responsible for the item until it reaches us, and we suggest you use a secure delivery method (which requires a signature upon delivery). The cost of returning any item is your responsibility. You will be refunded the full value of the item, less delivery charges.
Please ensure that your purchase does not come into contact with anything that may mark or damage it, such as drinks, food or cigarettes. We will not be able to refund any items where there is evidence that these instructions have not been followed. Full returns procedures are below:
RETURN OF GOODS WITHIN 7 DAYS (which are not within the exclusion policy*)
Contact Customer Services at customerservice@PitterPatterBabyGifts.co.uk in order to obtain a RMA (Returns Material Authorisation) Number. You must obtain a RMA number before any products are returned to us. Please ensure that the RMA number that you have been provided with is clearly marked on the outside of the packaging.
We recommend that you use a Recorded Delivery service or a chosen courier, as proof of shipping is not proof of receipt. We cannot accept responsibility for any items that are lost in transit.
If you require items in exchange, please include a note with your returned item detailing the product you would like to exchange for. Please include a contactable daytime telephone number in case any additional payment is required. If the new item costs less than the one you have returned we will refund you the difference. Again, we will need to contact you to obtain your credit/debit card details to complete the refund. Please do not send any credit/debit card details in the post due to security reasons.
• The goods must be in original condition & returned with full packaging together with any other items that were originally supplied with the goods. Please remember to send your return by Recorded Delivery. This is for your own security and insurance against items lost in transit.
• Credit/Debit card refunds will be made providing we are satisfied that the goods are in an acceptable condition as mentioned above.
• Only the cost of the goods will be refunded, you will have to pay the carriage costs unless the reason for return is due to an error on our part where we will refund the cost of returning the product to us.
RETURN OF FAULTY GOODS
If there is a fault with your product (or other defect with your order) you may return the faulty product within 14 days of delivery. If you have notified us by 7 days of delivery you will be entitled to either a full refund or replacement product. If you notify us between 8 days to 14 days you will be entitled to a replacement product.
Contact Customer Services at customerservice@PitterPatterBayGifts.co.uk in order to obtain a RMA Number. You must obtain a RMA number before any products are returned to us. Please ensure that the RMA number that you have been provided with is clearly marked on the outside of the packaging. Please provide a full written reason for the return. This makes it easier to confirm any claim.
Please remember to send your return by Recorded Delivery from the Post Office or your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it. We will replace the product or refund your money when:
• The product is confirmed to be faulty
• If no fault is found then the product(s) will be returned and a 10% handling charge of the value of the goods, plus carriage costs will be applied
• The product is otherwise in original condition
• It is returned complete
Our promise to replace products or refund your money does not apply to faults caused by accident, neglect or misuse caused by the customer.
Where item(s) are confirmed to be faulty, we will also pay for your reasonable cost of returning the item(s) for replacement or refund, proof of postage cost will need to be sent email.
Please make sure parcels are adequately protected for transportation as we cannot be held responsible for loss or damage to goods in transit being sent to us by a third party. Please also remember to send your return by Recorded Delivery from the Post Office or your chosen courier when returning goods. This is for your own security and insurance against items lost in transit.
Please do not send any returns to any other address other than the returns address given along with your RMA number. Only returns sent to the correct address will be processed.
Please allow 10 working days from when the product has been received by us to process a refund. The time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same account or card with which you made the original purchase. If there is a problem with issuing a refund to your account or card, our customer services team will contact you.
Please complete the form below to request an RMA number.