Refund policy

Returns

To start a return, you can contact us at Returns@Gemini-Bambino.co.uk where we will provide instructions on how and where to send your package, once a return has been authorised you will have 14 days to return the item(s). Your item(s) will be inspected on receipt and notification will be sent once accepted. Items sent back to us without first requesting a return will not be accepted. Items will not be refunded or credited until the return is submitted, accepted, and confirmed eligible.

We are confident that you will love our products, but if for some reason you decide to return the right to cancel is a no-fault cancellation. If the goods are faulty then the standard statutory rights apply. All the products sold through Gemini Bambino’s website, are covered by the 14 days right to cancel policy. To enable us to authorise a return you must notify us within 14 days from the day you receive your goods by contacting our customer services team by email at Returns@Gemini-Bambino.co.uk or by letter stating your order number. All we ask is that you have not assembled the product and that you have kept the original packaging.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. We cannot accept a return on any personal hygiene items such as mattresses, breast pumps, thermometers, sterilisers, bottle warmers where the original packaging has been opened/unsealed or used.

Please note Nursery furniture which has been assembled cannot be returned. This includes but is not limited to Hammocks, Moses Baskets and cots which have been assembled.

Any parcel returned to us without authorisation will be refused. It is the customer's responsibility for the return shipping cost and to take reasonable care and ensure the items returned are received by Gemini Bambino in the original state, unused and undamaged. Please note if you chose to use your own courier, please make sure you are covered with transit insurance to the correct value.

We reserve the right to refuse a refund if the item is deemed to be non-resaleable. Items requiring assembly must not be assembled in any way and must be in the original packaging which is manufactured to pass the 1 metre drop test, or they will not be accepted back. Your refund will be forwarded within a maximum of 14 days from receipt of the goods. This time is to allow the product to be returned, inspected, and administered accordingly.

Unfortunately, we cannot accept returns on sale items or gift cards.

Damaged In Transit

Before you refuse the delivery, we ask that you check inside the box to establish if the item itself has been damaged. (The packaging is simply used to protect the item whilst in transit.) If you find the contents to be spoilt, please sign for the goods as damaged and contact us by email at Returns@Gemini-Bambino.co.uk (Please include your order number in the email). We aim to respond to your enquiry within 5 days but during busy periods this may be longer. We appreciate that all items that are delivered are not necessarily purchased for immediate use. So to avoid disappointment on opening we would ask that all your parcels are checked thoroughly on arrival and then in the unlikely event that you are not completely satisfied with the condition of how your order has arrived we ask you to contact us with images of any damage to the item and the packaging within 24hrs of receipt so that any problems can be rectified immediately, this is the timeframe that enables us to claim from the couriers insurance. Outside of this timeframe we are unable to claim from the courier’s insurance.

If you receive a delivery which has been damaged in transit, we are able to replace the product 'like for like' free of charge in the quickest possible timeframe. For wooden items damaged in transit we prefer to replace the damaged parts 'like for like' only and not the complete carton.  This prevents the likelihood of the whole carton getting damaged as a whole carton for the second time. Replacement parts are packed individually and securely for transit. However, if a replacement product is not your preference you are entitled to a refund.

The packaging/box around the product is simply there to protect the item whilst in transit. Due to the weight of some parcels and the distance travelled through many couriers depot's we cannot guarantee that the external packaging will not be marked on arrival and therefore if presentation is important i.e ordering for a gift this is at your own risk.

*Re-delivery charges may apply if the consignment is refused for reasons other than the goods not conforming with your consumer rights e.g., the goods are faulty or not as described *

Faulty Goods

If the product you have purchase is faulty, we may offer a repair, exchange, or refund as appropriate in accordance with the Consumer Right Act 2015.  You will be required to provide proof of purchase such as your receipt, order confirmation email or sales invoice.  These rights are non-transferable.

If you need to return the product after the 30-day period from which you received your order due to the item being faulty, you will have to contact the manufacturer direct and you will be responsible for all return shipping costs incurred; this includes but is not limited to shipping costs to countries outside of the EU.

Return of Unwanted Goods

The right to cancel is a no-fault cancellation. If the goods are faulty then the standard statutory rights apply. All our products sold through Gemini Bambino’s website are covered by the 14 days right to cancel policy. To enable us to authorise a return you must notify us within 14 days from the day you receive your goods by contacting our customer services team by email to Returns@Gemini-Bambino.co.uk , stating your order number. Any parcel returned to us without authorisation will be refused. It is the customer's responsibility for the return shipping cost and to take reasonable care and ensure the items returned are received by Gemini Bambino in the original state, unused and undamaged. Do not dispose of any of the original packaging if you are wanting to return your goods. We cannot accept a return on any personal hygiene items such as mattresses, breast pumps, thermometers, sterilisers, bottle warmers where the original packaging has been opened/unsealed or used. We recommend all returns are arranged through Gemini Bambino’s preferred courier service (Evri or DPD), which provide a reliable and fully insured service. Collection charges are shown in the table below. Alternatively, if you prefer to arrange your own courier, items must be returned by a registered Courier or the Royal Mail for insurance purposes.

Once the item has been processed and authorised, your refund includes the full price of the goods; any deposit/part payments and the cost of the original standard delivery service (premium delivery services will not be refunded). The refund will be put back into the original payment method that was used. The refund will be completed within 14 days of receipt of the goods.

We reserve the right to make a deduction from the amount of any refund for loss in value of the Products returned where the Products show signs of unreasonable use or damage; for these purposes, unreasonable use includes handling the Products beyond what is necessary to establish the nature, characteristics and functioning of the Products, in particular, if it goes beyond the sort of handling that might reasonably be allowed in a shop, in some cases this may include assembling the goods. Nursery furniture, including Hammocks and Moses Baskets which have been assembled cannot be returned.

Where you are in possession of the Products (or they have been dispatched to you), we may withhold any refund until we have received the Products, or you have supplied proof of return for the Products.

*Please Note* Online orders must be booked in with Customers service within 14 days from the day after receipt. Any parcel returned to us without authorisation will be refused.

*Any complimentary item / gift originally supplied or provided later with the item you are returning must be returned along with the original item.  We cannot refund or exchange if they are not returned together*

*Small pram accessories (i.e footmuffs, bags, rain covers & parasols) can be returned by Royal Mail but only once return authorisation has been obtained*             

 

Refunds

All items precured from this site follow the Return Policy per supplier. In general, you have 15 days from receiving the item(s) to return your order and receive a full refund without explanation as long as:

 

• All items are in perfect condition and in the original packaging
• Any safety seals are not damaged, and all labels are retained

As we are a retail store providing goods on behalf of the manufacturers, the best way to ensure your return/refund is accepted is to make sure you inspect the goods on arrival and to notify us as soon as possible if there is a problem.

 

If the notice period has lapsed for the product an exchange credit may still be issued to spend with us online. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping is non-refundable unless your order has been cancelled within 30 minutes of the order being placed and or the order has not already been fulfilled. If part of the order is fulfilled the shipping cost will not be refunded.