Returns and Refund Policy
Refunds & Exchanges
At Raynes Baby World, we understand that sometimes a product is not quite right and you may wish to have a refund or exchange.
If for any reason you are not completely satisfied with your purchase, we offer a 14 days returns policy where you can return any unused items, in it’s original packaging, with all tags attached, provided that it is in perfect saleable condition.
Please keep in mind that your return must be back with us on or before the 14th day after your item has been delivered. If you miss your parcel delivery, this timeframe will start at the first attempted delivery date at your address.
All items that have been made to order, including all commercial products, play cages, Fibreglass slides, bouncy castles, inflatables, commercial soft play and flooring or any other bespoke items, are none refundable.
Should however it be ever be agreed (by a director only) that a commercial item is to be refunded, for whatever reason, there will be an automatic 20% reduction applied, to cover fees and admin charges.
However, should you have any manufacturing issues with your items, our manufacturers are happy to come out and investigate these and rectify any issues that you have found within the first 14 days.
After 14 days, we are willing to price repairs on an individual basis. In all events, items would need to be returned back to the UK manufacturing facility, at the cost of the customer.
How to return a purchase
Please contact us by email in the first instance at returns@raynesbabyworld.com to establish if the item will need returning, or whether we will be able to issue a replacement product, without the return of the original goods.
Please provide your name, order number, the product you wish to return and the reason for that return. Once we have received your email, we can provide relevant return addresses, postcodes and full details.
For all return items, all postage costs (including customs charges where applicable) are to be covered by the customer and to be organised directly. Please send your return using a secure, trackable service as if the parcel gets lost, we will be unable to refund. Please ask for and keep proof of postage. Posting is your responsibility and if the package is lost we will be unable to refund you for the item.
Any discounts applied to an order, applied to a specific product / spend amount, will be deducted from the refund automatically when it is processed.
PLEASE NOTE
All returns or exchanges will automatically have a 10% reduction applied, to cover fees and admin charges.
If an order has been rejected at the point of delivery, rather than following the return instructions above, you as the customer are responsible for the charge that we will be invoiced by the courier to receive the return, and it will be deducted from value of your refund. The charge for this service is on average £20, however courier charges may vary. Example: UK DPD delivery, the charge for this service is £18 per parcel.
Should the courier company attempt multiple times to deliver the item and be unsuccessful, resulting in your items being returned to sender, a fee of £15 per parcel will be deducted from the value of your refund. Example - Step and Slides arrive in 2 parcels, this will result in a 2 x £15 reduction on your refund.
If your goods are damaged during shipping, these will be covered by our couriers insurance, and we may ask you to provide us with images of the damaged item(s) as well as the damaged packaging, in order to assist us with claiming from them. Please do not sign for any products until you have fully inspected all items, as items which have been signed for and not checked, will be at your own discretion.
Receiving an exchange
If you wish to exchange your purchase, please first inform us via email at returns@raynesbabyworld.com. This may not be possible, depending on the item, but we will do our best to assist you.
Once our warehouse have confirmed that your return has arrived, an e-gift card will be emailed to you so that you can purchase an alternative item.
All returns or exchanges will automatically have a 10% reduction applied, to cover fees, shipping costs and admin charges.