River & Bee UK Ltd Returns Policy
Return Duration:
You have a 30-day window to initiate a return from the day you receive your item.
Return Eligibility:
To qualify for a return:
- Items must be in the original condition: unworn, unwashed, and unused (unless faulty).
- You must provide a receipt or proof of purchase.
Return Initiation:
Start by contacting us at hello@riverandbee.co.uk. Upon acceptance of your return request, we'll provide directions on how to proceed. Returns shipped without prior approval will not be accepted. Return shipping to our designated address is borne by the customer.
Refund Deductions:
For change-of-mind refunds, we will deduct:
- Shipping costs.
- Shopify fees.
- Payment merchant fees, range from 3% to 10% based on your payment method.
Damages and Discrepancies:
Inspect items upon arrival. Should you encounter faults, damages, or incorrect items, contact us promptly. We're committed to rectifying such issues.
Non-Returnable Items:
The following are exempt from returns:
- Used items, unless they are faulty.
- Clearance & sale items (unless defective).
- Gift cards.
If you're uncertain about the return eligibility of a product, kindly reach out to us.
Exchanges:
To exchange an item, first, return the original product. Once your return is processed, you can then make a separate purchase for the desired item.
Refunds:
Upon receiving and inspecting your returned item, we will inform you of its approval status. Approved refunds are processed to the original payment method. Note: The time it takes for the refund to reflect in your account can vary based on your payment provider.
Nappy Refund Policy
At River & Bee, we have confidence in the quality and performance of our nappies which is why we have a comprehensive refund policy. Our aim is to ensure that every customer is fully satisfied with their purchase, while also respecting the hygienic nature of our products.
Trial Before You Commit: We encourage our customers to purchase singular products to test before investing in larger quantities. This approach allows you to assess the suitability of our nappies for your baby's unique needs without a significant upfront commitment.
Refund Eligibility: If you are not satisfied with your initial purchase, we are happy to provide a full refund for any unwashed and unworn items. Please note that due to the personal nature of our products, we can only accept returns of items that are in their original condition. Once a nappy has been used or washed, it cannot be returned unless it is faulty.
Faulty Items: In the rare event that you receive a faulty item, we will uphold your rights under the Consumer Rights Act 2015 (the “Act”). According to the Act, customers have a legal right to either get a refund for goods that are of unsatisfactory quality, unfit for purpose or not as described, or get it repaired.
To process a return, please follow these steps:
- Contact our customer service team within 30 days of purchase to initiate a return.
- Provide proof of purchase or birth of your baby and, if relevant, evidence of the fault.
- Send the unwashed and unworn items back to us as directed by our team.
We will process your refund promptly upon receiving the returned items and confirming their condition.
Important Notes:
This refund policy does not apply to items that are not faulty but have been washed, worn, or used.
We recommend keeping all original packaging until you are certain the product is right for you.
We appreciate your understanding and adherence to this policy, which helps us maintain the highest standards of hygiene and customer satisfaction.
For any questions or concerns, please reach out to our customer support team.
Returns Due to Non-Delivery
Parcels Returned to Sender
In cases where a parcel is not signed for, picked up, or collected in time and is returned to us, the customer will be liable for the cost of return postage. To have the parcel sent out again, the customer must cover the postage fees. It is the customer's responsibility to ensure that their delivery details are correct and that they are able to receive or collect the parcel within the courier's specified timeframe.
Partial Order Returns and Shipping Thresholds
Returning Part of an Order
When a customer wishes to return part of their order, the standard return fees and procedures apply. Additionally, if the value of the order with the returned items falls below our minimum "free shipping" threshold, the customer will be liable for the original cost of shipping. This cost will be deducted from the eligible refund amount. This policy ensures fairness and allows us to continue offering competitive prices and shipping options to all our customers.
Your order will also be reviewed for the new applicable tiered discount applicable. For example: if you purchased 24 cloth nappies you are eligible for a 20% volume discount. If you wish to then return 15 of your nappies you are no longer eligible for a 20% discount on the remaining items you are keeping. Instead, these remaining items are liable for a 15% discount.
The difference of your new eligible volume discount will be deducted from your refund amount.
Please review your order carefully before initiating a return, and reach out to our customer service team if you have any questions regarding your return or exchange.
Money Back - Scope of the Guarantee:
At River & Bee, we are confident in the quality and performance of our nappies, which is why we offer a money-back guarantee. This guarantee is designed to give you the peace of mind to try our nappies without risk.
Conditions of the Money Back Guarantee:
Trial Period: The guarantee is valid for 30 days following the delivery of your nappies, providing you with ample time to wash and try one of the nappies.
Limited Use: Only one nappy from your purchase may be used to qualify for a refund. If multiple nappies or a pack were purchased, all can be returned, but only one may have been washed, tried on, or worn.
Return Conditions: All other nappies must be in unused, unworn, and in brand-new condition. The washed/worn nappy must also be cleaned and returned in a state that adheres to our health and safety standards.
Expectant Parents: If you are currently pregnant, we understand that you will need more time to try our product. Please contact us to extend the warranty to 30 days after the birth of your baby.
Refund Process: To initiate a refund under this guarantee, please reach out to our customer service team with your order details and the reason for the return. Our team will guide you through the process and provide any necessary instructions.
Please Note:
The Money Back Guarantee applies to product dissatisfaction and does not cover issues related to personal preference, such as prints, colour choices or skin sensitivities.
Refunds will be issued to the original form of payment upon receipt and inspection of the returned items.
Shipping costs for the return will not be covered by River & Bee.
Our aim is to ensure that every family can try our nappies with the reassurance that they can invest in a product that meets their needs and expectations.
If you have any questions about our Money Back Guarantee or need further assistance, please do not hesitate to reach out to our dedicated customer care team.
River & Bee 12-Month Warranty Policy
At River & Bee, we stand behind the quality and craftsmanship of our products. Our commitment to excellence is why we offer a comprehensive 12-month warranty for all our products, ensuring your peace of mind and satisfaction.
Coverage
This warranty covers all manufacturing faults and defects for a period of 12 months from the date of purchase (or the birth of your baby, whichever is longer). This includes, but may not limited to:
- Delaminating PUL
- Faulty snaps
- Faulty stitching
- Faulty absorbency
Exclusions
The warranty does not cover issues arising from normal wear and tear, misuse, neglect, washing, use of bleach or accidents. Additionally, modifications, alterations, or any attempt at repair by the customer or third parties will void this warranty.
Important: Warranty Void for Non-Compliance with Wash Routine
The warranty will be void if the customer does not follow the wash routine provided by River & Bee. Proper care is essential to maintain the integrity and performance of our products. Please adhere to our recommended wash routine to ensure your items remain eligible for warranty coverage.
Claims Process
To make a warranty claim, please follow these steps:
Contact our customer support team via our website, providing your order number and a detailed description of the issue. Include clear photographs documenting the manufacturing fault.
Our team will review your claim and may request additional information or photographs.
Once your claim is validated, we will determine the most economical solution between offering a credit or a replacement.
Instructions for the return of the faulty item may be provided if necessary. River & Bee will cover any associated shipping costs for validated warranty claims.
Warranty Solutions
Credit: If a credit is deemed the most economical solution, a credit note for the value of the faulty item will be issued, redeemable against future purchases with River & Bee.
Replacement: If a replacement is the chosen solution, a similar item (subject to availability) will be sent to the customer at no additional cost.
Limitations
The warranty is only valid for the original purchaser and cannot be transferred. Proof of purchase from River & Bee or an authorized retailer is required for all warranty claims.
Customer Satisfaction
Our aim is to ensure your complete satisfaction with our products. If you experience any issues, please do not hesitate to reach out to us. We are here to support you throughout your journey with River & Bee products.
Thank you for choosing River & Bee. We appreciate your support and are committed to providing you with products of the highest quality.
Inquiries:
For questions or clarifications regarding returns, please email us at hello@riverandbee.co.uk.
Thank you for shopping with River & Bee UK Ltd.
