Exchanges & Returns
Maclaren Unipessoal, Lda. is dedicated to offering the best experience to its customers. This extends to the assistance policy, where there is an effort to meet any and all needs of the customer. When purchasing a product in our website (www.maclarenbaby.com), the consumer is automatically covered by the Satisfaction Guarantee, where within the first 14 days he can return or exchange a product (with the exceptions described in point 2) if it has not met your expectations.
For distance purchases (online and to be received at the address via courier), the Portuguese Law establishes a period of 14 days for the consumer (commonly known as the reflection period) after taking physical possession of the products, during which time he/she can return the product(s) without the need to indicate a reason. In cases of free Contract Termination, the return shipping costs are borne by the consumer, as mentioned in paragraph 2 of article 13 of Decreto-Lei n.º 24/2014, of 14 February.
1.Conditions of acceptance for exchanges and returns on remote purchases
Although returns/exchanges are accepted within the first 14 days for distance purchases (as described above), returned products will only be accepted if they scrupulously comply with the following conditions:
1.1. The returned products must be intact and without any marks/damage from use;
1.2. The customer will have to return the product together with its immaculate packaging, manuals and accessories;
1.3. Along with the returned product, the customer will have to attach the invoice containing that same product.
In case of violation of any of these points, Maclaren will not be able to accept the return (and the consequent refund) or exchange.
2.Products not accepted for returns or exchanges
Except for technical anomalies, there are products that by their nature (due to hygiene, safety, risk of data transmission, manufacturer's recommendations, etc.) cannot be accepted for returns/exchanges (from these, namely those with broken packaging seals).
In case of doubt, if this is not identified, ask us through our website.
Also, Maclaren reserves the right to refuse returns/exchanges of products whose Serial Number has already been registered/associated with a user account on online platforms/apps from the most varied manufacturers. The association of an product (via Serial Number) to an online platform/app may in many cases allow users no longer in possession of them to be able to control and track these products, which are being used by third parties. For this reason, Maclaren warns against the possible refusal of exchanges/returns for the total protection of its customers.
3.Refund form of returns
The refund is made to the same payment method as the order.
4.How to start the return/exchange process
To start the return/exchange process, open a request in Maclaren Live Chat in www.maclarebaby.com and chose the “Returns” subject. This will open a ticket to our sales team which will guide you with the rest of the process. Subsequently, the customer must send the product via courier to the Maclaren Central Warehouse. If the product is fully compliant with previous point 1 the refund or exchange (depending on which is being asked for) will be accepted. Either way, the return postage value is always borne by the consumer.
5.Maclaren advice and tips
Maclaren understands the usefulness that the stipulated reflection period has for the customer, however, this does not invalidate that before making a purchase the customer does not try to make sure as much as possible that that product is really what will correspond to their expectations and that will be in accordance with their interests and tasks performed by themselves. Nowadays the Internet is a powerful tool for information and clarification of doubts. Maclaren recommends its customers to read and, if possible, comply with the following points:
5.1. Before purchasing a product, make sure that it meets your requirements.
5.2. Before purchasing a product, do a search for it in the search engines, watch videos of that product on YouTube® or ask your questions through one of our contacts.
5.3. Before purchasing a product, see if you have a friend, colleague or family member who has the same product and, if so, see if you can get feedback.
5.4. After purchasing the product, always be careful when opening the box/packaging, and see how you have the equipment, accessories and manuals arranged inside the box/packaging.
In case of return/exchange, the more you respect the conditions under which you return the product, the easier the task will be for all parties involved (not applicable in the products mentioned in points 2.1 and 2.2).