Refund policy
Return and Refund Policy
Withdrawal Period and Returns
Customers located in the European Union
In accordance with European regulations, you have 14 days after receiving your item to exercise your right of withdrawal, without any justification required.
To be eligible for a return, your item must be in the same condition as when you received it — unused, complete, and in its original packaging. You will also need to provide your receipt or proof of purchase.
Personalized or custom-made products cannot be returned or exchanged, unless a defect is identified upon receipt.
Return shipping costs are your responsibility. You also bear the risk associated with the return shipment.
To initiate a return, please contact us at: contact@mybabysurah.com. The full return address will be provided once your request has been approved. Returns sent without prior request will not be accepted.
Customers located outside the European Union
No right of withdrawal applies in cases of change of mind or ordering errors.
Only returns for non-conformity or defects will be accepted. In such cases, you must contact us within 48 hours of receiving your order, providing:
- the order number
- clear photos showing the defect
- a precise description of the issue
After review, we may offer a replacement, store credit, or refund at our discretion. Return shipping costs remain your responsibility unless we indicate otherwise.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong product, so that we can assess the issue and resolve it as quickly as possible.
Refunds
We will notify you once we have received and inspected your return, and confirm whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days.
Processing times may vary depending on your bank or credit card provider. If more than 15 business days have passed since your refund was approved, please contact us at contact@mybabysurah.com.