Refund policy

Returns Policy & Procedure

Refund Eligibility

• Due to hygiene reasons, we can only offer refunds on unopened and unused products, returned in their original packaging with all labels intact.
  
• You have 14 days from the date of receipt to return your product.
  
• Return shipping costs are the responsibility of the customer, unless the return is due to an error on our behalf.

How to Return a Product
Please send your return to the following address:

Baby Central, CMS House, Fynney Fields, Brooklands Way, Leek, Staffordshire, ST13 7QG

Please fill in the Returns Form provided in your parcel. Please include your full name, address, and order number with the return, so we can easily identify your item upon arrival. We cannot process your refund without this information.

You have 14 days to return your parcel and a further 14 days for us to receive it. 

Dreamgenii reserve the right to refuse returns that do not meet our return policy guidelines stated above. This includes products that have been used, or are no longer in their original condition. Items returned outside of the return period may also be declined.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm.

Postage
Dreamgenii does not refund the cost of postage on the original order or the cost of postage for returning the item. We also recommend keeping your proof of postage for your returned item until your refund has been processed. Please allow 5-7 working days for the refund to appear on your statement.

Faulty, Incorrect, or Mis-described Products
If you receive a faulty, incorrect, or mis-described product, please contact us at info@dreamgenii.com with your order number and a detailed description of the issue and our team will assist you promptly. If the item develops a fault we will either send you a post-paid envelope to return small items in or we will arrange for the item to be collected by courier from your UK address. Once the returned item has been received it will be reviewed by our team.  The item will either be repaired under warranty or the item will be replaced.  Please ensure that the item is returned securely packaged, as we will not accept liability of damaged packs during transit. 

Quality Control
Once we receive your return, our team will inspect the items. We cannot accept returns for products that are dirty, show signs of use or are covered in animal hair. If the return doesn’t meet these conditions, we may reject it or reduce the refund amount.

The following products are not eligible for exchange or refund (unless faulty or not as described):

• Products which you received over 14 days ago
• Products bought at a Consumer/Trade Show and not via Baby-Central
• Products that have been unsealed (other than to inspect)
• Products without original packaging or where it’s been returned in poor condition
• Products which have been opened and cannot be returned for hygiene reasons (unless faulty)

Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a full refund, so please keep your receipt or order confirmation.