My item is faulty or damaged

We're sorry if something isn't right. Let us know and we'll get it sorted.

Please check your boxes when they arrive. It's worth opening and inspecting everything as soon as you can, even if you're not planning to use it straight away. Transit damage is much easier for us to resolve when it's reported promptly, and couriers work to their own claim deadlines.

Get in touch first, before sending anything back. Email info@oliversbabycare.co.uk with:

• Your order number
• Photos or a short video clearly showing the problem
• A brief description of what's wrong and when you noticed it

For pushchairs, car seats and similar items, please also send a photo of the serial number sticker. Manufacturers use this to check production batches, and it often speeds things up considerably.

Why we ask for photos. In many cases we can identify the problem straight away and arrange a fix without you needing to box anything up and post it. It saves you time and hassle, so it's genuinely worth doing before anything else.

What happens next depends on how long you've had the item:

• Within 30 days: you can choose a full refund, a repair or a replacement. See A fault in the first 30 days
• After 30 days and within 6 months: we'll arrange a repair or replacement, or a refund if a repair isn't possible. See A fault after 30 days
• Beyond 6 months: we'll help you claim under the manufacturer's warranty. See Guarantees and warranties

Repairs are carried out by the manufacturer, who may want to examine the item to identify the fault. We'll keep you posted throughout and you won't be left chasing anyone.

Occasionally an inspection finds accidental or user damage rather than a manufacturing fault. We mention this upfront so it isn't a surprise: where that's the outcome, the cost of returning the item to you sits with you, and we'd talk you through the options before anything happens. If you don't agree with the manufacturer's assessment, tell us and we'll look at it again with you.

If you do need to send something back, please pack it securely. We can't take responsibility for damage caused in transit on the way to us.

We'll cover your return postage where an item is confirmed faulty within 6 months, up to £4.99 for standard parcels. For anything larger or heavier, call us on +44 1778 562809 first and we'll arrange the return with you rather than leave you out of pocket. See Who pays return postage?

Your statutory rights under the Consumer Rights Act 2015 are unaffected by anything in this policy.

Prefer to talk it through? Call us on +44 1778 562809, Monday to Friday, 09:00 to 17:00. Emails sent outside office hours are answered in order from Monday morning.