This page applies to purchases made through littlemaison.net (the “Website”). The Website is operated by ACTIONS BRIGHT LTD, Company number 16861246, registered at 20 Wenlock Road, London, England, N1 7GU. For customer support, order questions, returns or legal notices, contact info@littlemaison.net.
1. Overview
This Returns & Refunds Policy explains how customers can return products purchased from Little Maison, how refunds are processed and which product categories may be restricted for hygiene, safety, quality-control or customisation reasons.
2. Statutory withdrawal right
Where applicable consumer law grants a right of withdrawal for online purchases, consumers may withdraw from the purchase within 14 days after receiving the goods, without giving a reason, subject to legal exceptions. If an order is delivered in multiple parcels, the period may begin when the final item is received.
To exercise the withdrawal right, the customer should contact us before the withdrawal period expires and clearly state the intention to withdraw from the purchase. Customers may use the model withdrawal form at the end of this document, but it is not mandatory if the message is clear.
3. Return condition
Returned products must be unused, complete, clean, undamaged, in original condition and, where applicable, in original packaging with tags, labels, seals, accessories, manuals and protective materials intact. The customer is responsible for handling goods only as necessary to inspect their nature, characteristics and functioning.
4. Product-specific restrictions
For hygiene and child-safety reasons, opened feeding items, pacifiers, bottles, underwear, swimwear, bedding that has been used or removed from sealed hygienic packaging, personal care items and customised products may be excluded from return unless defective or incorrectly supplied.
Customised, personalised, made-to-order or special-order goods may not be returnable unless defective, damaged or incorrectly supplied.
5. Damaged, defective or incorrect items
If a product arrives damaged, defective, incomplete or incorrect, contact customer support promptly with the order number, photographs of the product, photographs of the packaging and a description of the problem. We may ask for additional information to assess the issue and arrange a replacement, repair, partial refund or full refund as appropriate.
6. How to request a return
- Email info@littlemaison.net with your order number and the email used for the order.
- Identify the product you wish to return and the reason for return.
- Wait for return instructions before sending the product back.
- Pack the product securely to prevent damage in transit.
- Use a trackable shipping method where possible and keep proof of postage.
7. Return shipping costs
Unless the product is defective, damaged or incorrectly supplied, the customer may be responsible for return shipping costs. Original shipping charges may not be refundable unless required by law or unless the entire order is validly withdrawn under applicable consumer law.
8. Refund processing
Refunds are normally issued to the original payment method. We may withhold the refund until we have received the returned goods or until the customer provides evidence of having sent them back, whichever occurs first, where this is permitted by law.
Refund timing depends on the payment method, card issuer, bank and payment provider. Once a refund is processed by us, the time it takes to appear on the customer account is outside our direct control.
9. Reduced refund for diminished value
Where permitted by law, we may reduce the refund if returned goods show signs of use, washing, wear, missing labels, damaged packaging, scent contamination, stains, scratches, missing accessories or handling beyond what was necessary to inspect the product.
10. Exchanges
Exchanges may be available depending on product availability. If the replacement item is unavailable, we may offer a refund, store credit where permitted and accepted, or another solution agreed with the customer.
11. International returns
For orders delivered to selected international destinations, customers are responsible for ensuring that returned goods comply with export, customs and courier requirements. Customs duties, brokerage fees or local taxes may not be refundable by us unless we expressly collected and can lawfully refund them.
12. Model withdrawal form
To: ACTIONS BRIGHT LTD, 20 Wenlock Road, London, England, N1 7GU, info@littlemaison.net
I hereby give notice that I withdraw from my contract of sale of the following goods: [insert product names/order number]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Customer address: [address]. Signature if submitted on paper: [signature]. Date: [date].