We want you to be happy with your purchase. If you change your mind, you can exercise your right of free resolution in accordance with the legally applicable terms for online purchases. On this page, we explain how the 14-day period works, how you should communicate the return, the conditions under which the product must be returned, who bears the return costs, and how the refund is 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 query, contact us via geral@babykangaroo.pt.
When shopping 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 generally 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 installment. |
| Periodic deliveries during a certain 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 by email, so there is written proof.
To exercise your right of withdrawal, please send us an unequivocal statement to geral@babykangaroo.pt, indicating that you intend to return the order. To help us assist you more quickly, please include the following information:
| Recommended information | Example |
|---|---|
| Full name | Name used on 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 can also use the free response form template included at the end of this page, although 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 end of that period.
Before shipping the product, please await our email confirmation with 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 ascertain its nature, characteristics, and functioning, just as you would in a physical store.
You may be responsible for any diminished value of the product if your use of it exceeds what is necessary to test its nature, characteristics, and functionality. For reasons of hygiene, safety, and health protection, certain 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, return shipping costs are borne by the customer when the return is due to 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 per customer preference, when accepted by Baby Kangaroo | Customer |
| Defective product confirmed | Baby Kangaroo |
| Wrong product sent by Baby Kangaroo | Baby Kangaroo |
| Transport damages duly 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 the return shipment until the product is received by Baby Kangaroo, unless we arrange for a pickup or other specific procedure.
After receiving your declaration of withdrawal, the refund will be issued within the applicable legal timeframe. However, we may withhold the refund until we receive the returned products or until you provide us with proof of dispatch of the return, whichever occurs first.
The refund will be issued via the same payment method used for the purchase, unless otherwise agreed upon. 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 size, color, or product exchanges. However, exchanges are subject to stock availability and prior acceptance by Baby Kangaroo. Except in case of our error, confirmed defects, or other legally applicable situations, shipping costs associated with the exchange will be borne by the customer.
To request an exchange, email us at geral@babykangaroo.pt with the order number and the product you wish to exchange. After analyzing the 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, except in cases of defects, production errors, or material non-conformity. This may include, for example, items personalized with a name, message, color, combination, or a specific request made by you.
Therefore, before we produce a personalized item, we may ask for your approval of the customization. From the moment of approval, the preparation time is, as a rule, 1 to 3 business days. As these are products made especially for you, we only accept the return 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 product, please contact us as soon as possible via geral@babykangaroo.pt. Include the order number, a description of the problem, and photographs of the product and packaging.
The situation will be analyzed by our team. If a defect, shipping error, or non-conformity is confirmed, we will indicate the appropriate solution, which may include replacement, repair, price reduction, or refund, according to applicable law.
Please copy and fill out the template below and send it to geral@babykangaroo.pt.
To Abelhinhas do Digital, Lda., operating under the brand Baby Kangaroo, headquartered at Estrada da Penha, n.º 150C, 8005-138 Faro, Portugal, email geral@babykangaroo.pt:
I hereby inform you that I am canceling 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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