Due to recent US law changes, all commercial shipments now require full customs clearance and fees paid on arrival. At Baa Baby, we ship Delivered Duty Paid (DDP) — we cover all duties, taxes, and handling fees, so your order is delivered direct to your door with no delays or hidden costs

EU Customers, Taxes and Duties 

Please note that customers shopping from the EU, following the UK's exit from the European Union, will now be liable for any import duty or other taxes, fees and charges that are applied by customs or other authorities in the country of receipt. If you are unsure about whether these duties, taxes and charges might apply to your order, you should contact your local tax or customs authorities.

As the importer, you are responsible for all import duties, customs, local sales taxes and handling fees. Payment of these may be necessary to release your order from customs on arrival. Any deliveries refused or where duties remain unpaid, will be subject to return fees applied by the courier and HMRC. Once the parcel has arrived back with Baa Baby a refund will be issued minus the additional fees charged.

We accept returns within 28 days of your original order. Returned items must be in 'as new' condition with all tags and packaging attached and returned.

Please return your item along with your order number to

Baa Baby Ltd, Unit 4 Whittle Close, Newark, NG24 2DY

Returns Policy

This Returns Policy applies to purchases made by consumers in the UK and is in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy limits or removes those rights.

1. Faulty or Defective Goods

If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund, depending on the circumstances and how long you have had the item.

Inspection on Receipt

Customers are required to inspect goods immediately upon receipt.

Any obvious defects, damage in transit, or missing items should be reported to us without undue delay after delivery. Prompt reporting helps us assess and resolve issues efficiently.

Condition of Goods

Where a fault is suspected:

• Customers should stop using the item once the fault becomes apparent.
• The item should be kept in its original condition, with original packaging retained where reasonably possible, to allow proper inspection and assessment.

Damage caused by misuse, accidental damage, unauthorised repairs, failure to follow care or usage instructions, or normal wear and tear is not considered a manufacturing defect.

Return of Goods Required for Faulty Items

To exercise statutory rights in relation to faulty or defective goods, the item must be returned to us for assessment.

• Remedies such as repair, replacement, or refund will be offered only after the item has been received and assessed
• We will arrange and pay for return shipping for faulty goods.
• Returns will be arranged from the original delivery address.
• We will provide a prepaid return label or collection service where appropriate.

Assessment and Remedies

Once the item has been returned and assessed:

• We will offer a repair where reasonable and feasible; or
• Provide a replacement if repair is not suitable; or
• Issue a refund if repair or replacement is not possible or appropriate.

Any remedy will be provided within a reasonable timeframe and without significant inconvenience, in line with UK consumer law.

Use After a Fault Is Identified

Continued use of an item after a fault has been identified may affect the remedies available, including the right to reject the goods.

2. Standard Returns (Change of Mind – 28 Days)

This section applies to non-faulty goods where you have changed your mind.

Your Right to Cancel (First 14 Days)

If you purchase online, by phone, or by mail order, you have a legal right to cancel your order within 14 days of receiving the goods.

• You must notify us of your decision to cancel within this period.
• You then have a further 14 days to return the item.

Our Extended 28-Day Returns Policy

In addition to your statutory rights, we offer a voluntary 28-day returns policy for non-faulty goods.

Items may be returned within 28 days of receipt provided that:

• They are unused and in resalable condition
• All original packaging, accessories, and documentation are included
• The item is undamaged
• You provide proof of purchase

Condition of Change-of-Mind Returns

Returned items must be:

• Unused and unaltered
• Free from marks, damage, or signs of wear
• Securely packaged to prevent damage in transit

We reserve the right to refuse a return or make a deduction from the refund if the item has been used, damaged, or returned in a condition that reduces its value.

Return Shipping for Change-of-Mind Returns

• Customers are responsible for return shipping costs for non-faulty items.
• We recommend using a tracked service, as the item remains your responsibility until received by us.

Refunds for Change-of-Mind Returns

Once received and inspected:

• Approved refunds will be processed within 14 days
• Refunds will be issued to the original payment method
• Original delivery charges are non-refundable, unless required by law

3. Proof of Purchase

Valid proof of purchase (such as an order number or receipt) is required for all returns. Please note we are only able to refund the original purchaser of the product.