We hope you love your AZEbabydream order, but if you change your mind, you can return eligible items within 30 days of receiving your order.
Items returned under our 30-day returns policy must be in a new, unused and resaleable condition, with their original packaging.
We reserve the right to refuse or reduce a refund where an item has been used, damaged after delivery or returned in a condition that means it cannot be resold.
Once your return has been received and checked, your refund will be issued to the same payment method used when placing the order.
For returns made under our extended 30-day returns policy, refunds are processed once the returned parcel has arrived back with us and the items have been checked.
Please allow up to 5 working days after your refund has been processed for the funds to appear in your account. Processing times can vary depending on your bank or payment provider.
We aim to process returns within 7 working days of receiving them.
We cannot be held responsible for any interest or other charges applied by your bank or credit card provider while a refund is being processed.
RETURN POSTAGE & DELIVERY COSTS
The cost of returning an order is the customer's responsibility.
Return postage is a separate service purchased by the customer from their chosen postal or delivery provider and is therefore not reimbursed by AZEbabydream.
For returns made under our extended 30-day returns policy, the original delivery charge is non-refundable.
Your statutory cancellation rights are not affected. Where a return is made under a statutory right to cancel, any delivery refund will be handled in accordance with the applicable consumer law.
Please ensure your return is addressed correctly. We can only process a return once it has been received back by us, except where applicable consumer law requires otherwise.
To arrange a return, please contact us by completing our Contact Us form.
UK & EU 14-DAY COOLING-OFF PERIOD
For eligible online purchases, customers may have a statutory right to cancel their order within 14 days of receiving it, without having to provide a reason.
After notifying us of the cancellation, the goods must be returned within the applicable statutory return period.
During the statutory cancellation period, customers may inspect the goods as they reasonably would when viewing them before purchase. We may make an appropriate deduction where handling goes beyond what is reasonably necessary and results in a loss of value.
Where required by law, the refund will include the cost of our standard delivery service. If a customer selected a more expensive or upgraded delivery option, the additional delivery cost above our standard delivery charge is not refundable.
Customers are responsible for the cost of returning the goods where they have been informed of this before purchase.
Nothing in our 30-day returns policy affects your statutory consumer rights.
PERSONALISED PRODUCTS
Personalised footrests are not eligible for return or exchange for change-of-mind purchases.
This does not affect any statutory rights that may apply.
INTERNATIONAL ORDERS – CUSTOMS, DUTIES & IMPORT CHARGES
AZEbabydream is a UK-based business.
International orders may be subject to customs duties, import VAT, handling charges or other fees when entering the destination country.
These charges are not set or collected by AZEbabydream. They are applied by the destination country's customs authority and/or delivery provider and can vary from country to country.
The customer is responsible for any customs duties, import taxes or associated charges applied to their order.
If customs or import charges are not paid and the parcel is refused, uncollected or returned to AZEbabydream, we will process any applicable refund once the returned parcel has arrived back with us and has been checked, subject to any applicable statutory rights.
Original international delivery charges are non-refundable where an order is returned because customs or import charges have not been paid, except where applicable consumer law requires otherwise.
Any customs duties, import taxes or handling fees paid directly to customs authorities or delivery providers are not payments made to AZEbabydream and therefore cannot be refunded by AZEbabydream.
REFUSED OR UNCOLLECTED PARCELS
If an order is refused, not collected, returned due to unpaid customs charges, or returned to us by the delivery provider, any applicable refund will be dealt with once the parcel has been returned to AZEbabydream, subject to statutory consumer rights.
Where the original delivery service has already been completed, the delivery charge is non-refundable under our extended returns policy.
FAULTY, MISSING OR DAMAGED ITEMS
Please inspect your order after delivery and contact us promptly if there is an issue.
If you need to report an issue with your order, please contact us within 48 hours of receiving it where possible so that we can investigate promptly.
If an order appears to have been damaged during transit, please keep the original packaging and provide photographs of both the packaging and the affected item to help us investigate the delivery.
If an item appears to be missing from your order or you have received an incorrect item, please provide a photograph of the items received together with your packing slip so that we can investigate.
Damage caused by normal wear and tear or use is not considered a manufacturing fault.
We may ask for photographs or video showing the issue so that we can understand the problem and advise on the appropriate next steps.
If you are unsure whether your order is eligible for a return, please contact us through our Contact Us form and we will be happy to help.
