The retailer is under an obligation to give you a full refund if the pushchair is faulty and is returned within a reasonable time of purchase.
If you bought your pushchair before the 1 October 2015, you're covered under the Sale of Goods Act and usually have three to four weeks to reject it if it's faulty.
If you bought your pushchair after 1 October 2015 you're covered under the Consumer Rights Act and have 30 days to reject if it's faulty.
If the fault develops after 30 days, the shop should offer to repair or replace the pushchair free of charge.
You can use our letter to ask for a faulty item to be repaired or replaced if your pushchair develops a fault.
You won’t be able to get a full refund if you have:
- continued to use the pushchair after you realised something was wrong
- tried to repair the pushchair in any way
- kept the pushchair for too long without telling the shop about the fault
- If your pushchair cost £100 or more and you bought it with a credit card you can contact your card provider to sort out your problem under the Consumer Credit Act.
- Some manufacturers offer a guarantee (sometimes called a warranty) on a voluntary basis.
- Check to see if you have any legal expenses insurance as it may allow you to pursue a claim.
- Find out if the shop operates a return and refund policy that applies regardless of the reason.
Refund after 30 days
After 30 days it may be deemed that you have accepted the pushchair, especially if you knew of the fault within a few days of purchase.
But if it was only used for the first time 30 days after purchase, as that was when your baby was born, then you should be entitled to a full refund.
You may still be able to get some, or all, of your money back if:
- replacing or repairing the pushchair would cost more than giving you a refund
- the shop didn’t replace or repair the pushchair within a reasonable period of time
- the shop was not able to repair or replace the pushchair without causing you significant inconvenience
How much money you can get back will depend on how much use you’ve had out of the pushchair. You’ll probably only be able to get some of your money back if:
- the pushchair had worked for some time before it went wrong
- it still works but its appearance has got worse
- only one of its functions has failed
You’ll probably be able to get all your money back if you’ve had no, or little, use of the pushchair, and/or repairs have been unsuccessful.
How many repairs?
Under the Sale of Goods Act - which applies to purchases made before 1 October 2015 - if the pushchair still doesn't work after several repairs, you have the right to ask for no further repairs and demand a replacement pushchair.
If a replacement isn’t realistic, you can request a partial or full refund.
How much money you can get back will depend on how much you’ve used the pushchair.
Under the Consumer Rights Act - which applies to purchases made after 1 October 2015 - you have to give the retailer one opportunity to repair or replace your pushchair if it's of unsatisfactory quality, unfit for purpose or not as described.
You can choose whether you want your pushchair to be repaired or replaced.
But the retailer can refuse if they can show that your choice is disproportionately expensive compared to the alternative.
If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.
If you're having problems with your pushchair, you can use our how to complain about a faulty pushchair guide to help you.
Refund via credit card
If your pushchair cost £100 or more and you bought it with a credit card then, under section 75 of the Consumer Credit Act, the card company is equally responsible for the goods and you can contact them to sort out your problem.
The other option would be to claim under your guarantee or warranty.
If you didn’t use a credit card, you can send a letter to the shop giving them 14 days to offer suitable redress.
If the matter still remains unresolved you can take the shop to the small claims court, although this should be a last resort.