returns & refunds
product registration, your warranty & right of return policy
We know how exciting new products can be, but amidst all the buzz don't forget to register your product with us.
Registration fast tracks the process if you need to make a claim, lets you know sooner if there is a product recall or product safety upgrade in future. When you register here within 30 days of purchase, we give you a 2 year warranty. And we’ll ping you with offers and news, unless you ask us to not to, :) such as the option to purchase an extended warranty.
You’ll also get information and news from us, which we’ll try to make really relevant to you, to help you escape nursery jail and live your life without limit.
All of our products are warranted for one year from date of purchase against defects in material and workmanship.
If we agree that the product has such a defect, we will repair or replace it (at our sole discretion) free of charge for you.
A repair may mean we will send you a repair kit or components which you can fit yourself. Don't worry - we’ll only ask you to do it if it’s easy!
Modifying a product invalidates the warranty.
The warranty is ‘return to base’ and not a free in home service. This means you'll need to return the product to us for service, at your cost.
what is not covered under warranty?
Our warranty does not cover claims resulting from misuse, abnormal use, overloading, general wear and tear (including cuts and tears), child outgrowing product, not following instructions, transportation damage (including airline or freight), lack of maintenance, negligence, fading, tyre punctures or corrosion as a result of environmental conditions.
If your product is outside the warranty period or terms, we will happily repair your product for a reasonable charge.
Any loss, consequential loss or damage to any person or property directly or indirectly as a result of using product is, expressly excluded.
The warranty is only valid in your country of purchase (as product specifications differ country to country, we may not have the product or parts).
Please note that tyres may mark certain floors or coverings, so take care when indoors or storing for longer periods. Care for your products with regular cleaning, and keep dry to avoid corrosion or mould.
You can extend the warranty stated above, with the same policy terms, for an additional one year by purchasing the extended warranty option within 30 days of purchase through registering your product.
cooling off period (for extended warranty purchase only)
If an extended warranty has been purchased; you may contact us within 5 days of purchase, for a refund of the extended warranty. The cost of the item will be returned to you in the same manner of your payment. Consumers in some regions may also have other rights under relevant local law.
File details of your return here. Thereafter, we will be in touch with instructions and address details for your local warehouse.
what we need from you
All claims must be accompanied by a sales receipt to verify the date and place of purchase. Only the original owner is covered by this warranty.
who do I contact?
If you wish to make a warranty claim, please do so here.
If you need to return an item, products purchased from mountainbuggy.com must be returned to the shipping warehouse.
Goods may be returned for replacement if they are faulty, but not if you change your mind. Refunds will not normally be made, as credit notes will be issued as below.
If we agree to accept a return request, you must return the items within 7 days of our written confirmation of acceptance. If a return arrives after the policy/legal deadline of 7 days, we will not accept the return. We will offer to return the item at your cost or, if you agree - open an investigation into the overdue return (where one possible outcome may include re-opening the Return Request. In such case, our Returned Product Grading & Valuation as outlined below will apply, and an administration fee of NZD10 will be deducted from any amount due, thereby determining the final level of any credit due.
returns process - product graded on arrival:
Any refund of, or credit for, an item is subject to the following:
Returns must be lodged with us here
On arrival back at the original shipping warehouse, the condition of the returned goods and packaging are assessed and graded as 'Excellent', 'Fine', 'Very Good', '2nd', 'Used', or 'Not for sale'.
Any product returned will be processed for a refund/credit, as follows:
'Excellent' means: original condition external packaging (minor marks acceptable), all internal packaging present, product unused, in original condition, no scratches / marks, all parts and instructions included. 100% credit.
'Fine' means: Marked or non-original external packaging (minor marks), no missing internal packaging. Product unused, no scratches / marks. All parts included. Instructions included. 90% credit.
'Very Good' means: Marked or non-original packaging (minor marks). Possible missing internal packaging. Product appears unused in very good condition, no scratches / marks. All parts included. Instructions included. 80% credit.
'2nd' means: Damaged packaging. Missing internal packaging. Product in good condition (not used), possibly some scratches / marks. All parts included. Instructions included. 67% credit.
'Used' means: Damaged packaging. Missing internal packaging. Product used, in fair condition, wear 'n' tear marks, tyres showing wear. Instructions included. 50% credit.
'Not for sale' means: Damaged packaging. Missing internal packaging. Product in poor condition, frames/ fabric shows numerous marks, tyres worn. Parts missing (eg wheels). No credit.
Such assessments are made, on arrival, in the unfettered discretion of Mountain Buggy®. You will be advised of the grading of your return, and the subsequent credit level.
how to return a product
Register your return online. Once your request is received we will contact you, usually within 2 business days.