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What is the Mothercare Guarantee?
Hassle-free returns policy
Mothercare and ELC are happy to refund/exchange any unused merchandise returned within 28 days of purchase upon production of your receipt*, as long as they are returned in an unused condition and in their original packaging. This does not affect your rights if the product is faulty or miss described.
Most items can be returned to any Mothercare store or may be sent direct to us at: Mothercare Direct Prolog Phase 5 Sherwood Park Annesley Nottingham NG15 0DJ Should you require an unwanted item to be collected this can be arranged by calling 08453 30 40 70, please note that a £10 charge will be incurred.
If you need advice before you return an item please ring us on 08453 30 40 70. Please note any postage incurred by returning the item(s) to us will not be refunded. All returned goods must be accompanied by a delivery note (this comes with the delivery of your goods), with completed details on the reverse.
If you purchased a ‘WEB EXCLUSIVE' product Mothercare will arrange the collection free of charge. Please contact our Customer Care Team on 08453 30 40 70. We may ask you to post this back to the supplier and we will refund you any postage costs. Please obtain a proof of posting. If you live overseas please phone our Customer Care Team in the UK on +44 (0)1923 210210, Monday to Saturday, 8am to 8pm, Sundays 10am to 4pm.
*Exclusions - toiletries, software, DVDs, food (including formula milk), Tens machines, Gift Vouchers, Gift Cards and opened mattresses. Pushchairs see terms and conditions issued at time of sale. If any items are returned that were part of a multi buy promotion all items must be returned.
All pushchairs, strollers and car seats sold by mothercare in the UK after 21st July 2010 will be subject to a two year guarantee.
What is the mothercare two year guarantee
· We are happy to refund or exchange any unused pushchair, stroller and car seat returned within 28 days of purchase as long as it is returned in an unused condition and in original packaging. Proof of purchase is required.
· We will provide a full refund or exchange if the pushchair, stroller and car seat goes wrong within 28 days of the guarantee validation date.
· We will offer a spare, repair or replacement product free of charge where the pushchair, stroller or car seat goes wrong within the first two years of the guarantee validation date. The choice of service is at Mothercare’s discretion.
· We will provide a courtesy stroller whilst your pushchair or stroller is out of use, awaiting a spare part or repair. This service is available through your local store.
· This does not affect your rights if the product is faulty or misdescribed. The guarantee covers: · All pushchairs, strollers & car seats · All parts except inflatable tyres, inner tubes and rain covers.
· We will endeavour to provide matching fabric for repairs and/or spares, if this is not available we will provide coordinating colors.
· Where a spare or repair is uneconomical, Mothercare will offer a replacement product.
· Mothercare may inspect the product and verify fault before offering a spare, repair, replacement or refund
· The use of same brand stroller platform, such as Mothercare HopOn on Mothercare My Choice, will not impact the validity of the Mothercare 2 year guarantee on the pushchair/stroller, as long as it is used in accordance with the manufacturer's instructions. This excludes cosmetic damage caused by the stroller platform. In the event of the pushchair or stroller going wrong due to the use of a non-matching brand stroller platform, this will invalidate the 2 year guarantee.
The guarantee does not cover:
· Damage caused by non domestic use
· General wear and tear, for example; worn wheels, damaged rain covers, worn/torn fabric.
· Deliberate damage, misuse or neglect
· Product which has been modified, undergone an unauthorized repair or used a non approved spare part.
· Car seats which have been involved in an accident. We recommend all car seats should be replaced if involved in an accident.
· Cosmetic damage
· Matching accessories, e.g. change bags, cosytoes, stroller platforms
· Loss incurred as a result of not being able to use a product whilst waiting for a spare part or repair as we will provide a courtesy stroller. We can provide spare parts and repairs for damages which fall outside the scope of the guarantee. Prices are quoted on an individual basis. Please contact stores or customer care for more details. To claim against the guarantee, Mothercare guarantee booklet and proof of purchase are required. Guarantee is invalid if sticker is not present.
Keeping you mobile:
We will provide you with a courtesy stroller, subject to availability, whilst yours is away for repair. This does not affect your rights if the product is faulty or misdescribed. If a problem occurs with your pushchair or car seat and you need to claim under the guarantee please contact your local Mothercare store or call our Customer Care Team on 0844 875 5222 Monday to Saturday, 8am - 8pm, Sunday 10am - 4pm.