Terms and Conditions

1. Unwanted Goods, If you Change Your Mind

Everything we sell online is covered under Distance Selling Regulations by a 15-day cooling-off period. Just notify us that you wish to return the item(s) within 15 days from the date of receipt. The items must be returned in an unused condition in the original packaging along with the invoice or order number which can be found on your order acknowledgment or delivery packaging and we’ll give you a refund or exchange.

If on return the product is found to be used, the product may be returned back to you, and charges will apply.

Furniture can be returned as long as the furniture has not been put together and is still in its original packaging. If you wish to return an item please email sales@bumpngo.co.uk quoting your order number or call us on 01234301005, Monday – Friday 9am to 5pm or Saturday 10am to 4pm.

You can choose to either organize your own return, at your own cost and risk, or request a collection by calling the above phone line, Collection charges will apply.

Our collection service charges will be applied if delivery is refused and you have failed to notify us of your wish to cancel or return your order unless the product (not the packaging) is faulty/damaged (following verification at the on return).

PLEASE NOTE: Customers that request cancellation of an order prior to receiving their goods, maybe charged return costs if the goods have left our/supplier warehouse. Please Note the cancellation request must be acknowledged by our team, and this can take up to 48 working hours by email. E.g. If a cancellation request is made on Sunday, this may not be acknowledged until Monday afternoon/Tuesday, and goods may have left our warehouse (In this case, it would be best to phone us early as early as possible).

Shipping costs on return orders are non-refundable. E.g If an order is placed under £50 and the shipping charge is £5.95 this is a non-refundable amount.

2. General Rule with Faulty Items

Many times the quickest and most convenient way to resolve a problem is to send spares, this is usually the first option we will revert to. We may request for evidence of the damage, via photography, or any other appropriate means.

The fault handling procedure starts with identifying how the fault has occurred. Was it damage on arrival, or has the fault developed. There are generally 2 conclusions to all faults, either the fault is

1. Manufacturing defect/Fault

2. Wear & Tear

Many times the above can only be identified, with an inspection from the manufacturer. If the result comes back as wear & tear then unfortunately return & repair charges will be applicable. If it is identified as a manufacturing defect, no costs will be borne by the customer.

We would always require that the customer gives us a reasonable opportunity to rectify the problem. The steps to a solution would be as follows

1. Offer spare parts

2. Repair or Replace

3. Refund – Usage (This would be the Proposed Lifespan of the Product – The timepsan for which the customer has had the product from the point of purchase)

If a product is partly accepted, and a full refund needs to be issued, the company would refund less any amount which is seen as reasonable for the diminished value of any items which were accepted but then returned. For instance, any bundle items.

Where a bundle has been purchased the individual product prices differ to those applicable to individual products, for an in-depth explanation please do contact our Customer Service Team.

3. Manufacturing faults – within 28 days

Please contact us on 01234 301005 so that we can begin the process of rectifying any issues you have on immediate discovery of the fault or as soon as possible.

If your item is lightweight you may be asked to return the item by post. If this is the case, we will cover the cost of the return when returned using the process we provide.

4. Manufacturing faults – between 28 days-6 months

If you’ve had the product for up to 6 months following the date of receipt, we’ll repair the product or, if that’s not possible, give you a replacement or, if that’s not possible, a refund – usage.

If your item is lightweight you may be asked to return the item by post. If this is the case, If this is the case, we will cover the cost of the return when returned using the process we provide.

This does not affect your statutory rights.

5. Manufacturing faults – 6 months +

If you’ve had the product for more than 6 months following the date of receipt, we can obtain a quote from the manufacturer for repair.

The manufacturers warranty with each product varies. If the warranty is above 6 months, then as a retailer of the product we will support you, and the “28 days-6 months” policy will apply.

6. Incorrect Item(s) Sent

We send many of items to satisfied customers every week. However, due to human or technical failure, we do, on occasion, send an incorrect item. In the unlikely event of this happening we will undertake the following:

If your item is bulky we will arrange for the incorrect item to be collected and the correct item sent to you via courier.

If your item is lightweight you may be asked to return the incorrect item by post. If this is the case, we will cover the cost of the return when returned using the process we provide.

7. Refund Procedure

We will initiate the refund, replacement or exchange process once we have been notified of your request. If we have arranged the collection on your behalf, we will issue a refund less the applicable collection charges back to your card account.

Any payments made by PayPal will be refunded via PayPal.

Payments will only be refunded back to the original payment card unless your purchase was made via our showroom, you will need to obtain your refund in-store.

Any refunds due to the customer will be processed within 30 days by Bump n Go Ltd, as per Distance Selling Regulations.

To discuss the return of any item, please send an email to sales@bumpngo.co.uk quoting your order number or call us on 01234 301005, Monday – Friday 9am to 5pm or Sat 10am to 4pm.

8. How long is my Guarantee for?

Typically all products will be covered under a 6 months warranty, however this will be dependant on which products you purchase. Some may have a 12 months manufacturer’s warranty, or if you buy the likes of Cosatto you are covered under a 4 years guarantee (when you register the item after purchase).

9. What is our complaints procedure?

We hope you’re pleased with any purchase you’ve made from us, and that you’ll never need to complain- but if something goes wrong we want to hear from you, so we can contact the relevant teams to put the matter right.

Contact us If you have a concern please email sales@bumpngo.co.uk or call and speak to us on 01234 301005.

After following our internal complaints process above, if you still feel we haven’t resolved your complaint then you can access the Online Dispute Resolution (ODR) platform managed by the European Commission.