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How long is my guarantee?
All manufacturers offer a minimum of 6 months guarantee which starts from date of purchase. This guarantee covers any manufacturer's fault but does not cover wear and tear.
We would recommend that you register your guarantee with the manufacturer. Please check the manufacturer's website for further details.
We would recommend, if possible, to retain the original packaging throughout the guarantee period as the item(s) will need to be boxed if they need to be collected.
Some manufacturers offer an extended guarantee as follows:
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What is covered under the guarantee?
This guarantee covers any manufacturer's fault but does not cover wear and tear or accidental damage. The warranty is only valid for the original owner. The product should not have been misused, overloaded or neglected and should have been maintained in line with the manufacturers instructions. The statutory rights* of the purchaser are not affected by the warranty.
What happens if I report a problem?
Within 30 Days
If you report a problem within 30 days from the date of receipt, we'll give you a replacement or a refund, following verification at the service centre.
We will arrange for the item(s) to be collected and returned to us. No collection fee is charged. If your item is lightweight you may be asked to return the item by post with a pre-paid stamp.
We would recommend, if possible, to retain the original packaging throughout the guarantee period as the item(s) will need to be boxed if they need to be collected.
After 30 days and within the Guarantee Period
If you report a problem after 30 days from the date of receipt, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund.
Where possible, we will try and correct the problem with spare parts to cause you less inconvenience. If this is not possible, we will arrange for the item(s) to be collected and returned to us. No collection fee is charged. If your item is lightweight you may be asked to return the item by post with a pre-paid stamp.
We would recommend, if possible, to retain the original packaging throughout the guarantee period as the item(s) will need to be boxed if they need to be collected.
After your Guarantee Period has expired
If you report a problem after the guarantee period has expired, we will contact the manufacturer to obtain a quote for repair. This does not affect your statutory rights*.
How long does it take to perform a repair?
We quote up to 28 working days for a repair to be completed from collection of your item(s) to delivery back to you. This is worse case scenario and we always endeavor to reunite you with your item(s) as soon as possible. We are not able to guarantee you a shorter repair time.
How do I report a fault under the guarantee?
For Tutti Bambini products, please email or view their FAQ section.
(Please include your order number, the product name, a detailed description of the problem and feel free to attach any images or supporting information that you feel may assist in assessing and resolving the problem.)
For Cosatto products, please email or call 0871 977 3900.
(Please include your order number, the product name, a detailed description of the problem and feel free to attach any images or supporting information that you feel may assist in assessing and resolving the problem.)
For Tomy products, please fill in their online form or call 01271 336155.
(Please include your order number, the product name, a detailed description of the problem and feel free to attach any images or supporting information that you feel may assist in assessing and resolving the problem.)
For all other products, please take a look at our Report a Fault section.
Do you offer loan pushchairs?
We understand that life can be difficult without a pushchair for the period of repair. We therefore offer a loan pushchair during the repair period should you require one. These are available for collection from our Grantham Store for a £10 returnable deposit (subject to availability).
The £10 deposit is to cover loss or damage to the pushchair or any of the items included with the pushchair. If the loan pushchair is returned damaged, missing items or not in the condition provided then the deposit may be kept and used by Lilycuddles to cover the cost of repair, replacement or any other action necessary to re-instate the loan pushchair to its original condition.
Should you need us to ship the loan pushchair to you, this can be done at a charge of £16.50 for all areas with the exception of the following postcodes areas where the normal delivery charge applies along with a further surcharge.
The following postcode areas incur a surcharge of £10 per box on top of the normal delivery charge:
AB31 - AB38
AB40 - AB56
IV1 - IV28
IV30 - IV32
IV36, IV40
IV52 - IV54
IV63
KW1 - KW14
PA21 - PA38
PH4 - PH41
PH49 - PH50
BT
The following postcode areas incur a surcharge of £15 per box on top of the normal delivery charge:
HS
IV41 - IV49
IV51
IV55 - IV56
KA27 - KA28
KW15 - KW17
PA20
PA41 - PA49
PA60 - PA78
PH42 - PH44
ZE
IM
The following postcode areas incur a surcharge of £25 per box on top of the normal delivery charge:
GY
JE
* For more information please see the Citizens Advice Consumer Help page.