Cancellation & Returns
We want our customers to love what they buy. You can return or exchange most items to us within 7 days of receiving your original order for free within the UAE. Sale items and personalized items are excluded from this policy and cannot be returned unless faulty or damaged.
Certain items shipped in from our overseas partner are not eligible for return and their sale is final. This is typically noted on the relevant product page.
How quickly can I return an item?
We accept items for exchange or refund provided they are returned as new, unworn and in the original packaging, including tags, within 7 days of purchase. Returns that are damaged, soiled or altered may not be accepted and may be returned to the customer.
What form of refund can I get?
Once a product has been evaluated and is eligible for return, we issue the refund back to the original mode of payment or as store credit that can be used to order a replacement item. Store credit is valid for 6 months. Credit and debit card payments are refunded back to the original mode of payment. Cash on delivery orders are refunded as store credit.
Refunds are made to the original mode of payment and may be processed within 10 to 45 days depending on the issuing bank of the credit card.
Products we cannot refund or replace
- Books
- Diapers
- Baby wipes
- Food items
- Potty training items
- Undergarments
- Nursing pads
- Clothing or footwear items without original packaging and tags
- Personalized items
- Products with extended delivery time
- Items on sale
- Electronic items where the original seal is broken
- Items not in original condition and packaging
- Damaged items due to misuse or showing signs of wear and tear, even if still under warranty
What if I receive an item with a manufacturing defect?
If you have a complaint about your product or think it might have a defect, is damaged or has missing parts, please contact Customer Care within 7 calendar days from the date of receipt at info@babystore.ae or call +971 58990 2155 or 04-5145687. Please send pictures or video showing the fault or damaged part.
We arrange a courier pick up from your location. The item must be repacked in the same original box it was delivered in, with all parts, labels, packaging and manual intact. Upon receipt, the item is submitted for routine evaluation and testing.
If the item is confirmed to have a manufacturing defect by our technical team, we repair it or issue a replacement. If the item has a missing part, we provide the missing part. If the item cannot be repaired or replaced, a full refund or exchange is offered.
If the return request was received within 7 calendar days from the date of receipt and you do not want a replacement, we can issue store credit valid for 6 months or process a refund to a PayPal or credit card account. Cash refunds are not available.
Collection and delivery charges
- Total value less than AED 100: collection free of charge.
- Total value more than AED 100: collection AED 10.
- Items with manufacturing defect reported within 7 calendar days of delivery: collection free of charge and replacement delivery free of charge.
- Items with manufacturing defect reported after 7 calendar days of delivery: collection AED 10 and delivery AED 10.
- Warranty check-up and repair due to manufacturing defect more than 7 calendar days from delivery: collection AED 10 and delivery AED 10.
We usually collect items within 24 to 48 hours from the date of your feedback. Delivery of a replacement usually takes 2 to 3 working days from when we have received and evaluated the product. Refunds to credit card or PayPal usually take 7 to 10 working days from when we have received and evaluated the product.
The return policy applies only to items delivered within the UAE.
Cancelling your order
You have the right to cancel your order at any time before delivery of the items. The full amount paid including delivery charges is refunded back to the payment solution used initially if you cancel prior to dispatch.
Please notify our Customer Service Team in writing to info@babystore.ae within 24 hours of placing your order if you need to cancel.
During COVID periods, returns may be restricted unless items are faulty, damaged or have missing parts.