Refund & Returns Policy

We hope you love your BirchBaby gate. However, if it isn't quite right for your home, we're here to help.

Returns

You have 14 days from the date your order is delivered to request a return.

To be eligible for a return, your gate must be unused, uninstalled, in its original condition, and returned in its original packaging, together with any accessories and instructions supplied. You'll also need your order confirmation or proof of purchase.

To request a return, please email hello@birchbaby.co.uk.

If your return is approved, we'll provide instructions on how and where to send your order. Unless your item is faulty, damaged or incorrect, return shipping costs are the responsibility of the customer.

As a small independent business, we're unfortunately unable to offer free returns for change-of-mind purchases.

Returns sent without first contacting us may not be accepted.

Returns should be sent to:

BirchBaby Ltd
Twin Acres
Hulme Hall Lane
Allostock
Knutsford
Cheshire
WA16 9JN

If you have any questions about returning your order, please don't hesitate to get in touch at hello@birchbaby.co.uk.

Pre-orders

If you've placed a pre-order, you're reserving stock from an upcoming shipment. Any estimated dispatch dates shown on our website or in your confirmation email are estimates only. While we'll always do our best to dispatch your order on time, occasional delays outside of our control—such as shipping or customs delays—can happen. If they do, we'll keep you updated throughout.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your gate is damaged during delivery, develops a fault, or you've received the wrong item, please contact us as soon as possible at hello@birchbaby.co.uk, ideally including photographs of the issue. We'll assess the problem promptly and arrange a replacement or refund where appropriate at no cost to you.

Exchanges

If you'd like a different size or finish, please contact us first. If your original gate is eligible for return, we'll guide you through the process before you place a new order.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take a little longer to process the refund.

Original delivery charges are non-refundable unless your item was faulty, damaged or sent in error.

If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at hello@birchbaby.co.uk.