Cancellation & Returns Policy
At Bobbin and Bumble, we want you to be completely satisfied with your purchase. If you're not, we offer a straightforward return process. Please read our policy carefully to ensure your return is eligible.
Returns Policy
- Return Period: You may return items within 28 days of receipt.
- Condition: Items must be unused, in their original condition, and, where applicable, in their original sealed packaging for hygiene reasons.
- Exclusions: We cannot accept returns on changing mats or mattresses if the clear plastic hygiene seal has been broken. Please refer to the product listings for full specifications.
- Sale & Seconds Items: These are non-returnable and will be clearly marked as such in their listings. Please check descriptions before purchasing.
- Return Shipping: As a small business, we cannot cover return postage costs. Customers are responsible for return shipping fees.
- Proof of Postage: Always obtain proof of postage from your chosen courier, as we cannot refund items that don't reach us without proof.
Refund Processing
- Refunds will be processed within 7-10 working days of receiving your return, provided it meets our conditions.
- Please include a note with your name and order number to speed up the return process.
- Refunds will be made back to the original payment method.
- Please note that items showing signs of staining, wear, or general usage are not eligible for a refund. We provide care guides to help prevent staining and prolong product life.
Damages & Faulty Items
- If you receive a faulty or incorrect item, please contact us immediately with your order number and photographs/videos of the product.
- If your item was damaged during transit, retain all packaging and provide photos of both the item and packaging to support the claim process.
- Items damaged due to general wear and tear will not be eligible for a refund.
Exceptions to Returns
- Personalised Items: We cannot accept returns on personalised items unless there is an error on our part, such as incorrect spelling or pattern.
- Made-to-order Items: We cannot accept returns on products that have been made-to-order. This includes basket liners and mattresses.
- Sale & Seconds Items: As mentioned, these items are non-returnable.
Mattress Returns
For hygiene and safety reasons, all mattresses are classed as non-returnable unless they are faulty or not as described.
Our mattresses are made to order to your chosen size and specification. This means they cannot be resold once opened or returned, even if unused, to protect all customers.
Please double-check your measurements and requirements before ordering.
This policy is in line with UK Consumer Contracts Regulations, which exclude items from return if they are:
- Sealed for hygiene reasons and the seal is broken
- Made to the consumer’s specification or clearly personalised
- Your statutory rights remain unaffected — if your mattress arrives faulty or damaged, please contact us within 14 days.
Exchanges
We do not offer direct exchanges at this time. If you wish to change your product, please return the original item for a refund and place a new order.
For any queries or assistance, feel free to contact us. We're here to help!
Hello@bobbinandbumble.com
