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If you aren’t 100% happy with your purchase, you can return it to us up to 28 days after date of purchase. After this duration we cannot offer you a refund unless the goods were faulty at point of receiving.

To be eligible for a return we require a receipt or proof of purchase, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You need to inform us if you wish to return the order by contacting us via our online contact us form or via our customer service team available on 0161 335 2500 or customerservice@kooltrade.co.uk

We reserve the right to reduce the refund amount if the value of the items has been reduced by your actions prior to its return to us.

Please do not send your purchase back to the manufacturer.

 

Faulty items

Any item you receive from us that fails prematurely due to a defect can be returned for a full or partial refund, repair or replacement as appropriate. Please contact us to arrange the return of any faulty items.

 

Spares Service

If you have a damaged or missing part we offer a spares service on selected products and parts can be provided free of charge. If your item is out of the warranty period but you require a replacement parts these can also be ordered at a cost. Please contact our customer service team for support.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

 

Late or missing refunds

Please note that refunds can take up to 14-21 days to reach your account.

 

If you haven’t received a refund after this time, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@kooltrade.co.uk.

 

Product Exceptions

Unfortunately sale items are not eligible for exchange. This does not affect your statutory rights.

 

Shipping

To return your product, please mail your product to:

Kooltrade Ltd,

Unit 3 Orbital Way,

Denton,

Manchester,

M34 3QA, United Kingdom

 

You will be responsible for paying for your own shipping costs for returning your item.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Warranties

We offer a 3 year warranty on all our products. To qualify you must register online within 28 days of purchase, please click here to register. Products not registered under our 3 year warranty guarantee will only be covered for 12 months.  Our promise is to repair, replace or refund a My Child product that has an identified manufacturing defect from the date of purchase for a full 3 years thereafter at no extra cost.

You must register within 28 days of purchase to receive the full 3 years guarantee.

 

Contact

You can contact us at any time but our office hours are 9.00am to 5pm. Monday to Thursday and 9.00am to 4pm Friday

Email: Customerservice@kooltrade.co.uk

Telephone: 0161 335 2500

Or write to us:

Kooltrade Ltd,

Orbital Way,

Denton,

Manchester,

M34 3QA

 

Press enquiries

For press enquiries, please email: laura.blain@kooltrade.co.uk

 

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