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You may have rights under your local law additional to our policy stated here.
Goods may be returned if you wish to exchange your item for a substitute product or gift card (not including freight).
In the EU, you may cancel your order, with written notice to us, up to 14 days from when you receive your goods, including for your change of mind.
Returns can only be accepted when requested through the product return form.
You will not receive a credit for order freight or return freight. Goods must be received at our warehouse within 2 weeks of your written cancellation advice during the cooling off period. Return arrivals after that time will not be accepted.
Any return must be to the shipping warehouse based in The Netherlands. If your return attracts sales or import taxes, they will be deducted from any credit or refund otherwise due to you.
Products must be returned unused and in original undamaged packaging. Note that we are unable to accept the exchange or return of some products due to hygiene reasons.
If you do return product, then an administration fee of €10 will be deducted from your exchange value.
All product returns are graded by us on arrival. To receive a 100% credit / exchange value the return must be “original condition external packaging (no marks), all internal packaging present, product unused, in original condition, no scratches / marks, all parts and instructions present”.
If your product is not returned in this state then a grading is applied, which reduces any credit / exchange value as follows:
- Very Good - “marked original external packaging (minor marks), no missing internal packaging, product unused, no scratches / marks, all parts and instructions present”. You will receive 90% credit / exchange value; or
- 2nd – “damaged or non-original external or missing internal packaging, product unused but minor marks or minor scratches from carton opening, all parts and instructions present. You will receive 67% credit/ exchange value; or
- Used - “regardless of packaging, if product used, regardless of product condition, then no credit / exchange value is available.
Any grading is decided in the unfettered discretion of Mountain Buggy®. You will be advised of the grading via return email.