Refund policy

Right of withdrawal, returns and exchanges

Withdraw from your purchase – return or cancellation

Open your order and choose a return for delivered items or cancellation for items not yet dispatched. You receive an email confirmation. You can also use the link in your order confirmation or email info@babykanga.se.

For distance purchases, consumers normally have a 14-day right of withdrawal, starting on the day after receiving the goods. Notify Baby Kanga within this period that you wish to withdraw. You do not need to give a reason. You may also use the Swedish Consumer Agency's standard withdrawal form. A clear withdrawal notice is sufficient; no particular form is required.

Send the goods back within 14 days after notifying Baby Kanga of your withdrawal. Contact Baby Kanga if you need a return label. This does not alter your withdrawal deadline. For a change-of-mind return, you pay the direct return shipping cost. If you choose Baby Kanga's return label within Sweden, it costs SEK 69 and is deducted from your refund. For returns from other countries, contact Baby Kanga for a quote before ordering a return label.

You may inspect the goods as necessary to establish their nature, characteristics and functioning. If you handle them beyond what is necessary for this purpose, Baby Kanga may deduct their actual diminished value where legally permitted. Dirt, odour, washing or more extensive use can affect value. Original packaging is not an absolute requirement for withdrawal. Pack the goods carefully and return accessories and instructions. Keep proof of posting.

Refunds are made without undue delay and within 14 days after Baby Kanga receives your withdrawal notice. Baby Kanga may withhold the refund until receiving the goods or evidence that they have been sent back, whichever occurs first. The original payment method is used unless expressly agreed otherwise, without a refund fee. If you withdraw from the entire purchase, the cost of the least expensive standard delivery offered by Baby Kanga is also refunded. Additional charges for a more expensive delivery option are not refunded.

The statutory right of withdrawal normally does not apply to goods made to your specific instructions or clearly personalised. An ordinary pre-order or standard model made after ordering is not automatically exempt. Statutory rights concerning defective goods also apply to custom-made products. Contact Baby Kanga to request an exchange; statutory withdrawal and complaint rights apply independently of an exchange.

Return address: Baby Kanga, Charlotte Helgesson, Grynvägen 38, 247 55 Dalby, Sweden.

Complaints about defective goods

Where Swedish consumer sales law applies, you may complain about original defects that become apparent within three years after receiving the goods. Notify Baby Kanga within a reasonable time after discovering the defect. A notice within two months is always considered timely.

An original defect need not be visible on delivery. Defects appearing within the first two years are presumed to have existed on delivery unless Baby Kanga proves otherwise or the presumption is incompatible with the nature of the goods or defect. After that period, the customer normally needs to show that the defect was original.

Email info@babykanga.se and describe the defect. If possible, include your order number and clear photographs. You need to show that the goods were purchased from Baby Kanga, but neither an original receipt nor original packaging is mandatory. An order confirmation or other proof of purchase can be used. Contact Baby Kanga for return instructions before sending the goods so that an appropriate return can be arranged. A specific form is not required to make a complaint.

Baby Kanga assesses the complaint and may consult the manufacturer. Baby Kanga remains responsible as the seller; the manufacturer's assessment does not replace your statutory rights.

For a justified complaint, Baby Kanga pays necessary shipping and other costs of remedying the defect. Repair or replacement is provided under the applicable consumer sales rules, free of charge, within a reasonable time and without significant inconvenience. A price reduction or termination of the purchase may apply when the legal conditions are met. Customers retain all other rights provided by applicable law.

Normal wear and damage occurring after delivery due to an accident, improper use, alteration or care contrary to the product instructions are normally not original defects. Each complaint is assessed individually. Material or manufacturing defects may appear only after use and must not automatically be classified as wear. Natural variations in woven fabrics are not necessarily defects, but the goods must match their agreed description and meet legal requirements for quality, safety and durability.

If a defect may affect safety, for example damaged buckles, straps or load-bearing seams, stop using the product until it has been assessed.

Warranty

Baby Kanga provides a 12-month warranty from receipt of the goods for defects, such as material or manufacturing defects or non-conformity with the description. Contact info@babykanga.se to claim under the warranty. A defect covered by the warranty is remedied free of charge in accordance with applicable rules.

The warranty does not apply if Baby Kanga establishes that the deterioration is likely to have been caused by an accident, neglect, abnormal use, normal wear or a similar circumstance attributable to the customer. Each case is assessed individually.

The warranty does not restrict your statutory rights concerning defective goods. Any longer or more favourable warranty promised at the time of purchase continues to apply. A manufacturer's warranty is governed by that manufacturer's warranty terms and does not replace your statutory rights against Baby Kanga.

Transport damage

Contact Baby Kanga if the goods or parcel are damaged during delivery. If possible, take photographs and keep the packaging. A report to the carrier may assist the investigation, but is not a condition for making a complaint to Baby Kanga. Where Baby Kanga offered the transport option, Baby Kanga bears the risk until you take possession of the goods.

Uncollected parcels

Failure to collect a parcel is not, by itself, a withdrawal notice. Contact Baby Kanga if you wish to withdraw. Baby Kanga may claim reasonable, documented costs caused by an uncollected parcel to the extent permitted by law. No charge is made for circumstances for which Baby Kanga is responsible.

Applicable law and disputes

Swedish law applies to the contract. This choice of law does not deprive you of protection under mandatory consumer rules that would otherwise apply, for example those of the country of your habitual residence.

First contact info@babykanga.se with any complaint. If a dispute cannot be resolved, a consumer may apply to Sweden's National Board for Consumer Disputes, www.arn.se, Box 174, 101 23 Stockholm, Sweden, provided its admissibility requirements are met. Disputes may also be brought before a competent court. These terms do not restrict rights to a competent dispute-resolution body under mandatory law.

Changes to these terms

The terms provided at the time of purchase apply to that purchase, subject to mandatory law. Updated terms apply to purchases made after their publication. Changes do not restrict rights or warranties already promised.