We want you to be happy with your purchase. If you change your mind, you can exercise your Right of free resolution under the legally applicable terms for online purchases. On this page, we explain how the 14-day period works, how you should communicate your return, the conditions under which the product must be returned, who bears the return costs, and how refunds are processed.
The online store Baby Kangaroo is operated by Abelhinhas do Digital, Lda., headquartered at Estrada da Penha, No. 150C, 8005-138 Faro, Portugal, NIPC 516 691 775. To initiate a return or clarify any questions, contact us via geral@babykangaroo.pt.
When making purchases online, you have the right to cancel the contract within 14 days, without needing to state a reason. In the case of purchasing goods, the period, as a rule, counts from the day you, or a person indicated by you who is not the carrier, physically receive the order.
| Situation | When does the 14-day period begin |
|---|---|
| Order with a single product | On the day you receive the product. |
| Order with multiple products delivered separately | On the day you receive the last product. |
| Product composed of several batches or parts | On the day you receive the last batch or part. |
| Periodic deliveries during a specific period | On the day you receive the first product. |
You can communicate your decision to return the item before the 14-day deadline expires. To facilitate the process, we recommend doing so via email so there is a written record.
To exercise your right of withdrawal, send us an unequivocal statement at geral@babykangaroo.pt, indicating that you intend to return the order. To help you more quickly, please include the following details:
| Recommended information | Example |
|---|---|
| Full name | Name used in the order |
| Order number | Ex.: #12345 |
| Email used for purchase | Email associated with the order |
| Product(s) to return | Product name and quantity |
| Reason for return | Optional, but it helps us improve |
| IBAN, if applicable | Only if the refund cannot be made by the same payment method |
You may also use the free response form template included at the bottom of this page, though its use is not mandatory.
After communicating your decision to return the order, you must send or deliver the product to us within 14 days. The deadline is considered met if you ship the product before the deadline expires.
Before you ship the product, please wait for our email confirmation with the return instructions to ensure the process is handled correctly.
Products must be returned in good condition, complete, and, whenever possible, in their original packaging. You may naturally inspect the product to check its nature, characteristics, and functioning, just as you would in a physical store.
You may be held responsible for the depreciation of the product if its use goes beyond what is necessary to verify its nature, characteristics, and functioning. For reasons of hygiene, safety, and health protection, some sealed products may not be accepted for return if they have been opened after delivery, where such an exception is legally applicable.
Unless otherwise indicated by Baby Kangaroo, the shipping costs for returns are borne by the customer when the return results from the exercise of the right of withdrawal and the product is not defective.
| Situation | Who bears the cost of return |
|---|---|
| Change of mind or withdrawal from purchase | Customer |
| Exchange at customer's preference, when accepted by Baby Kangaroo | Customer |
| Defective product confirmed | Baby Kangaroo |
| Wrong product sent by Baby Kangaroo | Baby Kangaroo |
| Transport damage properly reported and confirmed | Analyzing with the carrier and Baby Kangaroo |
We recommend using a tracked or signed-for shipping method, as you are responsible for shipping the return until the product is received by Baby Kangaroo, unless we arrange for a pickup or another specific procedure.
Upon receipt of your notice of withdrawal, the refund will be processed within the applicable legal timeframe. However, we may withhold the refund until we have received the returned products or until you have provided proof of dispatch of the return, whichever occurs first.
The refund will be issued through the same payment method used for the purchase, unless otherwise expressly agreed. No fees will be charged for the refund. If you chose a shipping method that was more expensive than the standard shipping method offered by Baby Kangaroo, we may not refund the additional cost of that special shipping method.
Whenever possible, we will try to help you with exchanges of size, color, or product. However, exchanges are subject to stock availability and prior acceptance by Baby Kangaroo. Unless it is an error on our part, a confirmed defect, or another legally applicable situation, the shipping costs associated with the exchange will be the customer's responsibility.
To request an exchange, email us at geral@babykangaroo.pt with the order number and the product you wish to exchange. After analyzing your request, we will indicate the next steps and any applicable shipping costs.
Products made according to customer specifications or clearly personalized are, as a rule, excluded from the right of withdrawal, unless there is a defect, production error, or material non-conformity. This may include, for example, items personalized with a name, message, color, combination, or specific request made by you.
Therefore, before we produce a personalized article, we may ask for your approval of the customization. From the moment of approval, the preparation time is generally 1 to 3 business days. As these are products made especially for you, we only accept returns of personalized products when there is a problem with the material, a defect, an error attributable to Baby Kangaroo, or another legally applicable situation.
If you receive a defective, damaged, or incorrect item, please contact us as soon as possible via geral@babykangaroo.pt. Include the order number, a description of the problem, and photos of the product and packaging.
The situation will be analyzed by our team. When a defect, shipping error, or non-conformity is confirmed, we will indicate the appropriate solution, which may include replacement, repair, price reduction, or refund, in accordanceance with applicable laws.
Can you copy and fill out the template below, sending it to geral@babykangaroo.pt.
To Abelhinhas do Digital, Lda., operating under the brand Baby Kangaroo, located at Estrada da Penha, no. 150C, 8005-138 Faro, Portugal, email geral@babykangaroo.pt:
I hereby inform you that I am terminating the contract for the purchase of the following product(s):
Product(s): [indicate product(s)] Order number: [indicate number] Ordered on: [date] Received on: [date] Consumer name: [full name] Consumer address: [full address] Email used for order: [email] Date: [date] Signature: [only if sent on paper]
| Contact | Information |
|---|---|
| geral@babykangaroo.pt | |
| Phone | +351 910 027 244 |
| Schedule | Monday to Friday, 9:00 AM to 6:00 PM |
| Address | Estrada da Penha, No. 150C, 8005-138 Faro, Portugal |
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