We hope you will be satisfied with any product purchased from Lacey’s Baby Co. Ltd but if you wish to return an item please contact our returns department via email at returns@laceysonline.co.uk to request a returns number. No items will be accepted without a returns authorisation number.

To cancel this contract, please pack the relevant item securely, attach your returns authorisation number and send it to us with a copy of your original order confirmation. Under the distance selling regulations you must notify us within 7 days starting from the day after you received delivery that you wish to return an item. You must then return the item to us for a refund in a timely manner, items that cannot be returned include made to order items unless they are found to be faulty and which include Gift Hampers, Babywise Mattresses and any other product that have been made to your specifications or personalised. Other items that cannot be returned unless faulty include flat pack furniture where assembly has been started and personal hygiene products that have been unwrapped including dummies, bottles etc.

Tutti Bambini furniture room sets that include the service of onsite assembly cannot be returned after assembly has been started by the assembly team, if any part of your room set arrives damaged then the assembly team will notify Tutti Bambini and replacement parts will be arranged.

Under the distance sales regulations you are entitled to unwrap and inspect your items before deciding to return them to us unless they are items to do with personal hygiene. For items that have been unwrapped we ask that you ensure that when you return the item to us that any accessories or instruction manuals etc. are returned with the package in order for us to process a refund in full. Any returns that are found to have items missing maybe refused or a charge to replace the missing items may be charged.

We offer a 60 days returns policy on selected items as listed below, all items must be unused and returned in their original packaging including any free gifts or accessories that you have received. If you wish to return an item under our 60 day returns policy you must notify in writing by sending an email within 60 days starting the day after you have received your item. Please email returns@laceysonline.co.uk to request your returns authorisation number, you item must then be returned within 10 working days of you receiving your returns authorisation number.

Items included in our 60 days returns policy: (*)

Pushchairs

Bedding

Baby Monitors

Car Seats

Toys and Games

Returning your unwanted items

Once you have received your returns authorisation number you must return your items within 10 working days, you are responsible for the cost of returning your items and we would recommend any items being returned are sent by a courier where your item is able to be tracked and includes insurance to cover the cost of any damage that could occur while the goods are being returned. If your item is received as damage then we will be unable to process a refund and you will need to make a claim from the courier. When returning an item you must also return any items that were given as a free gift with the item purchased.

Guarantee

All Products from Lacey’s Baby Co. Ltd are covered by a minimum of 6 months manufacturer’s warranty from date of purchase, you must keep all the original packaging for the full length of your warranty as if you need to return the item you must do so in its original packaging.

Please note

• The warranty is valid for the original owner only.

• The warranty only covers manufacture faults and not accidental damage or general wear and tear.

• The product must have been used in line with the original manufacturer’s guidelines and not have been misused, overloaded or neglected.

Before a refund or replacement can be issued all goods are inspected by a representative of the manufacturer, if the goods are found to be out of warranty or not covered we can obtain a quote for the repair of these items and you will be responsible for all collection and return costs.

Free Loan Pushchair (***)

If your pushchair develops a fault while under manufacturer's warranty we can supply a free loan pushchair (subject to availability) while your pushchair is being repaired, you will be required to pay a security deposit of £50 to cover any loss or damage caused while the loan pushchair is in your care. This charge will be refunded as soon as the pushchair has been returned.  

If there is a manufacturing fault with the product..........

Within 28 days

• • Send an email to warranty@laceysonline.co.uk within 28 days, please include as much information as possible and any pictures of the fault
• • We will arrange the free return of the faulty item and you may request a replacement item or refund. If an item of furniture has become faulty then we will either replace the faulty part or you may return the item of furniture for a refund.
• • If your item is lightweight you may be asked to return the item by post. If this is the case, you will be refunded the postage for second class signed for service
• • This does not affect your statutory rights
• • This does not cover accidental damage or general wear and tear.

Between 28 days - 6 months

• • If you've had the product for up to 6 months following the date of receipt send an email to warranty@laceysonline.co.uk, please include as much information as possible and any pictures of the fault
• • We'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund will be made after the free return of the goods
• • If your item is lightweight you may be asked to return the item by post. If this is the case, you will be refunded the postage for second class return
• • This does not affect your statutory rights
• • This does not cover accidental damage or general wear and tear.

6 months +

• • If you've had the product for more than 6 months following the date of receipt send an email to warranty@laceysonline.co.uk, please include as much information as possible and any pictures of the fault, we can obtain a quote from the manufacturer for repair.

Carrier Damaged/Returned Goods

Consignments sent via our transport or carriers arriving late or with missing damaged goods

No claims can be entertained for damage or missing goods that have been signed for as ‘Received in Good Condition’, when you sign for your order you are stating that the goods have been received in full and a good condition.

All deliveries are insured for any damage or loss incurred during transit however in order for any claim to be made for damage or missing items during the delivery process you must first inspect all items being delivered for damage and that all items/boxes shown on the delivery note are present before signing for the delivery. Any damaged or missing items should be either noted on the delivery note or delivery refused. Before you refuse to accept the delivery, check if the contents of the box are damaged and not just the box, if an order is returned where delivery has been refused and the actual contents of the box are not found to be damaged then return delivery charges will apply at the rate at which we are charged by the courier. If you are unable to inspect your delivery for damage/missing items you must sign the delivery note as 'UNCHECKED' or 'DAMAGED' before accepting the delivery.

Any delivery that has been received as damaged or with items missing must be notified to us in writing by sending an email to delivery@laceysonline.co.uk within 24 hours of taking delivery. Failure to sign for goods as 'unchecked' or 'damaged' and then contacting us via email (at the email address shown above) within 24 hours of delivery will invalidate any claim for loss of goods or damage incurred.

Whilst Lacey’s Baby Co. Ltd make every effort in good faith to ensure that all goods are delivered on time, we cannot be held responsible for delays due to unforeseen circumstances.

No consequential liability can be accepted for goods delivered late or damaged via our transport or our carriers.

Refunds (**)

Any refund due for the return of unwanted items or faulty goods will be processed within 30 days of the items being returned and in accordance with the Distance Selling Regulations, we try and process all refunds as quickly as possible.

If you return an unwanted item to us for a refund we will refund the full cost of the item plus any delivery charge that you were charged in sending you the item, if your are only returning part of an order and it has been subject to a delivery charge then no refund for the original delivery charges will be made. You are responsible for all costs involved in the return of your unwanted items, any items returned with insufficient postage paid will be deducted from your refund. You must also ensure that any items being returned are insured for loss or damage in transit as we are unable to offer refunds on any items not received or that arrive damaged