Consumer guide

Consumer Rights Process for Faulty Baby Products

We understand how worrying it can be if a baby product you've bought is faulty or does not perform as expected. This page sets out what to do, who to contact first, and how to escalate things if a problem is not being resolved.

First Things First: Who Should You Contact?

If something is wrong with a product, you should always contact the retailer you bought it from first. This could be:

  • A Shop

    If you bought the item in person from a shop, go back to that retailer first with your proof of
    purchase and a clear explanation of the fault. They are responsible for helping resolve the
    issue.

  • An online store

    If you ordered through a retailer’s website, contact their customer service team and include your
    order confirmation, details of the problem, and what outcome you are asking for. Keep copies of
    all emails or messages.

  • A marketplace seller

    If you bought through an online marketplace, contact the seller you purchased from first through
    the platform’s messaging or resolution system. Even when a marketplace is involved, the seller
    you bought from is usually your first point of contact.

Know your position before you escalate

  • What should you say to the retailer?

    Try to include proof of purchase, a clear description of the problem, and what you would like the retailer to do, whether that is a refund, repair, or replacement.

  • What are you entitled to?

    Under UK law, baby products must be safe and of good quality, fit for purpose, and as described.

    If something is faulty, you can usually request a full refund within 30 days.

  • What happens after 30 days?

    After 30 days, the retailer should usually offer a repair or replacement first. If that does not resolve the issue, you may still be entitled to a refund.

If You're Not Getting Help

1. Make a formal complaint
Write to the retailer clearly explaining the issue and what you want them to do. Keep copies of emails or letters.

2. Contact your bank
If you paid by card, you may be able to claim your money back through your bank. Credit cards may offer extra protection for purchases over £100.

3. Use an independent service
Some retailers are part of dispute resolution schemes that can help settle complaints.

Concerned About Safety?

If the product could be unsafe for your baby, report it via Citizens Advice so it can be passed to Trading Standards. This helps protect other families too.

You can also contact the brand or manufacturer for help or warranty support, but the retailer is still responsible for resolving your issue unless you bought the product directly from the manufacturer.

Key takeaway: always go to the retailer first unless you purchased directly from a manufacturer, know your rights, and escalate if needed.