Returns & Refunds Policy

This policy explains how returns and refunds are handled at The Perfect Nursery Company. Nothing in this policy affects your statutory rights under UK consumer law.

1. Returns Process (How It Works)

To make your return as smooth as possible, please follow the steps below:

Step 1 – Request a Return

Email customerservice@theperfectnurserycompany.com with your order number, name and postcode.

Step 2 – Return Authorisation

We will review your request and confirm your return eligibility, return method, and any applicable collection or return costs.

Step 3 – Prepare Your Item for Return

Items must be securely packaged to ensure safe transport. Where reasonably possible, original packaging should be used.

You are responsible for ensuring goods are safely packaged for return.

Step 4 – Return to Warehouse

Once approved, you will either:

• Receive instructions for a self-arranged return, or
• Be contacted to arrange a collection date (if using our collection service)

Step 5 – Inspection

Once received, all items are inspected to assess condition, completeness, and resale suitability.

Step 6 – Refund Processing

Once inspection is complete and approved, your refund will be processed to your original payment method.

2. Change of Mind (Cooling-Off Period)

If you change your mind, you have the right to cancel your order within 14 days from the day after you receive your goods.

Once you notify us, you must return the goods within a further 14 days.

3. Return Condition Requirements

To qualify for a change-of-mind return, items must be:

• Unused and in resaleable condition
• Returned with all parts, fittings, instructions and accessories
• Free from damage, excessive handling, or signs of use
• Returned in original packaging where reasonably possible

Items are assessed upon receipt at our warehouse. Refunds are based on the condition of goods upon arrival.

We reserve the right to reduce refunds where items have lost value due to use, handling, missing packaging, or damage.

4. Furniture Returns

Due to the nature of nursery and children’s furniture:

• Furniture must be returned unassembled and unused
• Items that have been assembled, installed, or partially assembled may not be eligible for return as new
• Assembly or installation may result in a reduction in refund value due to loss of resaleability

We strongly recommend checking all components before assembly begins.

5. Mattress Returns & Hygiene Policy

Mattresses are classed as hygiene-sensitive products.

To be eligible for a change-of-mind return, mattresses must be:

• Completely unused
• Unopened and in original vacuum-sealed packaging (where applicable)
• Free from handling, opening, compression, or contamination
• In a condition suitable for resale as new

Once a mattress has been opened or unwrapped, it is generally not suitable for resale.

For hygiene reasons, opened mattresses may not be eligible for a refund under change-of-mind returns. Where a return is accepted, a deduction of up to 100% of the product value may be applied.

Mattress returns are subject to a £40 collection charge per mattress where we arrange collection.

6. Return Method & Collection Costs

Customers are responsible for return costs for change-of-mind returns.

You may return items using your own carrier or request a collection service.

Where we arrange collection, the following charges apply:

• 1 piece of furniture – £40.00
• 2 pieces of furniture – £80.00
• 3 or more pieces of furniture – £100.00
• Mattresses – £40.00 per mattress
• Small / medium items under 30kg – £30

These charges will be deducted from any refund.

7. Customer Arranged Returns

Where customers arrange their own return:

• Items must be securely packaged for safe transport
• Customers are responsible for return postage and delivery
• We recommend using a tracked and insured service

Items must arrive in resaleable condition.

We cannot accept liability for items damaged in return transit due to inadequate packaging or unsuitable return methods. Where damage occurs, we may reduce the refund to reflect loss of value or refuse refund where resale is not possible.

8. Faulty or Damaged Items

Please inspect your order upon delivery and notify us as soon as reasonably possible if any items arrive damaged or faulty.

Where goods are confirmed faulty or damaged in transit, we will offer a repair, replacement, or refund in line with your statutory rights.

Return or collection costs for confirmed faulty items will be covered by us.

We may require photographic evidence to support damage or fault claims before arranging resolution.

9. Order Cancellations Before Dispatch

Orders can be cancelled for a full refund before dispatch.

If an order has been processed, allocated, or scheduled for delivery, cancellation or rearrangement charges may apply:

• 1 piece – £40.00
• 2 pieces – £80.00
• 3 or more pieces – £100.00
• Accessories – £15.00

10. Refund Processing

Refunds are processed once returned goods have been received and inspected.

We aim to complete inspection and process refunds within 14 days of receiving the returned goods or proof of return, whichever is sooner.

In some cases, inspection may take longer for larger furniture items or multi-item returns.

Refunds will be issued to your original payment method once inspection is complete and approved.

11. Deductions from Refunds

We may reduce refunds where:

• Items show signs of use or handling beyond reasonable inspection
• Packaging, parts, or accessories are missing
• Items are damaged after delivery
• Furniture has been assembled or installed
• Mattresses have been opened, unwrapped, or show signs of use
• Goods cannot be resold as new

Any deduction will reflect the loss in resale value of the item.

12. Fraud Prevention & Returns Abuse Policy

We operate a fair and risk-based returns assessment process to protect against misuse of our returns system.

Repeat Returns & Account Monitoring

We may monitor return activity across customer accounts. Where unusual or excessive return patterns are identified, we may:

• Request additional verification before approving returns
• Limit or withdraw collection services
• Require customer-arranged returns instead of collection
• Apply stricter inspection of returned goods

Inspection Rights

All returned items are subject to inspection upon receipt. Refunds may be adjusted based on condition and resale value.

Evidence for Claims

We may request photographic evidence for damaged, faulty, or incorrect items. Failure to provide reasonable evidence may delay resolution.

Abuse of Policy

Where misuse of the returns process is reasonably suspected, we may take appropriate action including restricting services or recovering reasonable costs incurred.

13. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.