Enjoy 10% Off
plus access to exclusive savings, new product launches, and more
Repair Policy
Your product guarantee or warranty 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 manufacturer's instructions. The statutory rights* of the purchaser are not affected by the warranty. You can check how long the guarantee is on a product by visiting our Guarantee information page.
Within 30 Days
If you report a problem within 30 days from the date of receipt, we'll give you a refund or offer you a replacement, following verification at our service centre.
If your item was purchased online or over the telephone, we will arrange for the item(s) to be collected and returned to us. We are only able to collect items from the UK. No collection fee is charged unless the item is found not to have a manufacturing fault. If your item is lightweight you may be asked to return the item by post with a pre-paid stamp.
If your item was purchased in-store, you will need to return your faulty item to store.
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 will attempt to repair the product. In the event that a repair is not possible, we would look to provide a replacement, or a refund; This would be at our discretion.
If your item was ordered online or over the telephone, 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. We are only able to collect items from the UK. No collection fee is charged unless the item is found not to have a manufacturing fault. If your item is lightweight you may be asked to return the item by post with a pre-paid stamp.
If your item was purchased in-store, where possible, we will try and correct the problem with spare parts to cause you less inconvenience. If this is not possible, you will need to return your faulty item to store.
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 do I report a fault under the guarantee?
FOR ANY BRANDS NOT LISTED BELOW, please take a look at our Report a Fault information.
OR
For Tutti Bambini products, please visit their FAQ section at the following link http://www.tuttibambini.co.uk/default/about-us/contactlink.html.
(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 Tomy directly on 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 Doona products, please email or call Doona directly on 0161 702 5062
(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.)
Do you offer loan pushchairs?
We do not currently offer a loan pushchair service.
Refund Procedure
We will initiate the refund, replacement or exchange process once we have been notified of your request. If we have arranged the collection on your behalf, we will issue a refund less the applicable collection charges back to the same payment method used when placing the order.
Any refunds due will be processed within 14 days by Lilycuddles, as per Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.
Christmas Repair Procedure
Due to closure of manufacturer repair centres over the Christmas period, repairs may, unfortunately, be subject to delays. We will endeavour to ensure that any repairs are processed as quickly as possible. Our sincere apologies for any inconvenience that this may cause.
* For more information please see the Citizens Advice Consumer Help page.