Complaint and return

PRIVATE CONSUMERS

TRANSPORT DAMAGE 

If you notice a damage that has occurred during shipment, we kindly ask you to contact us at your earliest convenience at reklamation@ngbaby.se.  

Take photos of the damage and attach to your communication with our customer support.

Note that you cannot use the damaged product and you must retain the packaging to allow us to inspect the complete package when we assess the damaged product. 

Remember to save your receipt from the shipping company. The responsibility for the goods is yours until we receive the package.

CLAIM 

If you have a claim in relation to a purchase from our web shop, kindly see below for the procedure. We will assist you within 1–3 business days.   

If you have purchased your product from one of our stockists, you must contact the store where you made your purchase to file your claim.   

NOTE! Returns that have been returned without approved return or claim file number will not be accepted. 

If the item has a defect or if the item becomes faulty, private consumers can make a claim in relation to their item for 3 years after having received the delivery. The claim must be filed within reasonable time and maximum 2 months after you noticed the defect. If the item is covered by a warranty-period that is longer than 3 years, you can make a claim within this warranty period.   

For a faulty item, we refund the cost for return shipping and what you have paid for the faulty or incorrect item, provided we cannot deliver a new item within reasonable time. 

To process your claim as soon as possible, we need the following information:   

• Receipt 
• Photos of the damage/defect 
• A clear description of the defect/problem 
• If the claim is a part of a furniture, it is important to clearly state which part of the item you are claiming. Take a photo of the assembly instructions and clearly highlight the part in question. 

Send above information to reklamation@ngbaby.se.

We will contact you via e-mail as soon as your claim has been received and assessed. Keep in mind: 

• The return file number is valid for 14 days and the return must reach us within this time.  
• For returns, all products MUST be returned in their original packaging, complete with all accessories. Remember to always send the product in a protective packaging to not damage the original packaging. Pack the item carefully to avoid damages. Attach a copy of the return confirmation and send it to us      
• Please attach a copy of the return confirmation (with your return number) in the return package and send it to us.
• Remember to save your receipt from the shipping company. The responsibility for the goods is yours until we receive the package. We will come back to you within 14 days of your return.  

RIGHT OF WITHDRAWAL/EXCHANGE POLICY 

As a private consumer, you have 14 days cooling-off period when you shop online. This means you can return unused, undamaged items with the packaging/seal/technical seal unbroken within 14 days after you have received your package.          

The right of withdrawal does not apply for uncollected consignments. 

Private consumer who exercise their right of withdrawal, will bare the cost for the return shipping themselves.                

Instructions 

• E-mail the receipt to konsument@ngbaby.se to receive a return file number 
• State which item(s) you want to return. 
• Include the following information: order number, name, e-mail address, telephone number, address, zip code and city. 
• Please enter the reason for your return (optional), to help us improve.       
• All returned products MUST be returned in their original packaging, complete with all accessories. Remember to always send the product in a protective packaging to not damage the original packaging. Pack the item carefully to avoid damages.
• Please attach a copy of the return confirmation (with your return number) in the return package and send it to us.
• Remember to save your receipt from the shipping company. The responsibility for the goods is yours until we receive the package. We will come back to you within 14 days of your return.  

Keep in mind that we have the right to make deductions corresponding to the depreciation that may have occurred as a result of you handling the item more than necessary.

Important! A return or claim file number must always be included. Returns and claims without approved return or claim file number will not be accepted. Contact our claims department.