Refund and Returns Policy

30-Day Return Guarantee

You can return your order within the first 30 days of purchase providing that the item has not been used*. You will receive a full refund including any standard carriage costs you paid at the time of ordering. We may also accept unused returns outside of the 30day period providing they are in their original packaging and fit for resale. You may be refunded or receive a web credit depending on the circumstances and the length of time since purchase. Any original postage costs will not be applicable for refund after 30 days.

Goods that have been used* fall outside of this guarantee and cannot be returned unless deemed faulty. By using the product you have accepted the goods and you will need to refer to your warranty terms.

• *(Please note the following:

•        Clothing should not be washed until you are sure that you are going to keep the product. Please try the items on but do not wash them. Washed items will be classed as used.

  ·         Items that require water / formula to work also will be classed as used if water / formula is put into the machine. Please make sure that you wish to keep the item before using it.

  ·         These items cannot be returned once they have been used unless they are deemed faulty).

Faulty items

If your product is found to be faulty we will either replace the faulty component, repair the product, or replace the complete item subject to stock availability. All products must be within their guarantee period and accompanied by the original proof of purchase. If we do not have a replacement immediately available, or the item is discontinued, we reserve the right to replace the item with a similar design.

• To establish the nature of the fault we may ask you for a photo or video of the problem and the serial number of the product if there is one. Faults are defined as issues arising from a manufacturing defect. Fair wear and tear and damage caused by the customer are specifically excluded.
• Before we can repair or replace a product free of charge, we will also ask you for proof of purchase to establish the item is within its guarantee period. Wherever possible we will supply spare parts to you to enable the product to be fixed. At our sole discretion, we may be able to repair the product for you.
• Once a product has been used a refund will only be permitted in exceptional circumstances. Where possible Cheeky Rascals Ltd reserves the right to replace the defective part with the relevant spare or replace the item in full if deemed necessary.
• A charge will apply for any spare parts required if the product is: a) outside the guarantee period b) deemed fair wear and tear c) a result of customer damage d) the item was not purchased from new. 
• 
  

If the product was purchased directly from Cheeky Rascals Ltd and on delivery the product has been received faulty you must return the product to us as soon as reasonably possible. We can supply you with a returns label to do this which will not incur any return postage costs to you. We will then either send you your replacement or refund the cost of the product and any applicable delivery charges.

If Cheeky Rascals Ltd is the sole distributor of the product but it was purchased from a stockist supplied by us we will send the replacement part or repair the item as above. If you would like a refund you must return the product the shop you purchased it from and discuss the process with them for returning goods.

If you purchased the product from a stockist not supplied by Cheeky Rascals Ltd e.g. from another country, you will need to contact that stockist to agree how the fault should be resolved.

Returning your product

To start the process we will require certain information from you to establish the reason for the return and the appropriate action that needs to be taken depending on the product.

If you are returning goods for a refund:

• Please ensure that your items are returned unused and in the original packaging.
• Clothing should not be washed (You can try items on but once they have been washed they are deemed as used).
• Machines
  that have had water / formula put in them are used. They cannot be
  returned as unwanted items for a refund.
• Items should be returned at your own cost.
• Any items purchased over 30 days may be given web credit as opposed to being refunded.

If you are reporting a fault:

• We will advise whether the product can be repaired, replaced, or refunded.
• Troubleshooting will be offered/required in the first instance with many products.
• For any items that need to be returned to us we will issue you with a returns label to you to send back to us.
• For any items that need to be returned to us for testing we will issue you with a returns label so that you can send this back to us.
• Any larger items that need to be returned to us will be collected by courier and we will arrange this with you.