Return and Refund Policy (EU Online Store)

 

Effective date: 13 August, 2025

Last updated: 13 August, 2025

 

This Return and Refund Policy (the “Policy”) explains how you can return goods purchased from our EU facing online store at anexbaby.com (the “Site”). This Policy applies to consumers located in the EU/EEA and Switzerland and forms part of our Terms of Service. Nothing in this Policy limits your statutory rights, including your right of withdrawal and the legal guarantee of conformity.

Manufacturer (Anex)

AVALEX PTE. LTD.

114 Lavender Street, #08-58/59

CT Hub 2, Singapore 338729

 

EU-Distributor, Seller / Service Provider

IDEO GROUP SPOLKA Z O. O.

Al. Solidarnosci 117 lok. 207, 00-140 Warszawa, POLSKA

KRS: 0000479269 REGON: 146900058,

NIP: 5252566488

Email: [email protected]

Product-specific return documentation

For certain products, the package may include product specific return, repackaging or safety instructions (the Return Leaflet). If there is any discrepancy between the Return Leaflet and this Policy, the Return Leaflet applies only for that product to the extent it does not reduce your mandatory statutory rights.

 

1. Statutory right of withdrawal (EU/EEA)

You have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day you or a person you nominate (other than the carrier) acquires physical possession of the goods (or the last item in case of multiple goods in one order).

1.1 How to exercise your right

To exercise the right of withdrawal, notify us of your decision by an unambiguous statement (e.g., email). You may use the Model Withdrawal Form in Annex A, but it is not mandatory.

Email for withdrawals: [email protected]

Please include: order number, items, quantity, your name and address, and (optionally) reason for withdrawal.

1.2 Effects of withdrawal

We will refund all payments received from you, including standard delivery costs (i.e., the least expensive type of delivery offered by us), without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold the refund until we receive the goods back or you provide evidence of having sent back the goods, whichever is earlier. Refunds are made using the same payment method you used, unless we agree otherwise.

1.3 Return of goods and costs

Send back the goods no later than 14 days from the day you informed us of your withdrawal. You will have to bear the direct cost of returning the goods unless we agree otherwise or the goods are defective/misdescribed (see Section 3). If the goods by their nature cannot normally be returned by post, we will inform you of the cost of collection.

1.4 Diminished value

You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods (e.g., use outdoors, installation marks, missing labels/accessories).

1.5 Exclusions from withdrawal

The right of withdrawal does not apply to, for example:

  • goods made to your specifications or clearly personalized;
  • sealed goods not suitable for return due to health protection or hygiene once unsealed after delivery;
  • goods which are, after delivery, inseparably mixed with other items; and other circumstances provided by applicable national law.

2. Contractual returns (goodwill)

In addition to your statutory rights, we may from time to time offer an extended return period as a goodwill gesture (e.g., seasonal promotions). Any such extension and specific conditions (eligible products, timeframes) will be clearly displayed on the Site or at checkout. Where an extended return is offered, you must return items in resaleable condition with original packaging and all accessories. This Section does not affect your statutory rights.

3. Defective, damaged or misdescribed goods (legal guarantee)

If your item is defective, damaged in transit or misdescribed, contact us promptly with photos/videos and your order number. Consumers benefit from the legal guarantee of conformity for at least two years from delivery (or longer where required by national law) under Directive (EU) 2019/771 as implemented locally.

Remedies: We will provide remedies free of charge   —   typically repair or replacement   —   within a reasonable time and without significant inconvenience to you. Where the statutory conditions are met, you may be entitled to a price reduction or rescission (refund). We will cover return or collection costs for defective/misdescribed goods and bear the risk of transport for returns authorized by us.

Damage in transit: If a package arrives visibly damaged, please note this with the carrier upon delivery and document with photos. This does not limit your statutory rights.

4. Return instructions (RMA)

  • Request authorization: Email [email protected] with your order number and items to return. For defects, attach photos/videos.
  • Pack securely: Use the original packaging when possible and include all accessories, manuals and freebies, and include the completed Return Form enclosed with your shipment (if provided) or the Model Withdrawal Form (Annex A).
  • Ship back or hand over to the courier according to the RMA. Use a trackable method for items over EUR 100; retain proof of postage.
  • Inspection and refund/exchange: Once received and inspected, we’ll confirm the outcome by email. Refunds are processed within the timelines in Section 1.2.
  • Returns sent without an RMA or to an incorrect address may experience delays. We are not responsible for items returned contrary to our instructions.

5. Exchanges

Where stock permits, we can process an exchange for the same item or a different variant/color. If the exchange product costs more, you will pay the difference; if it costs less, we will refund the difference. If an exchange is not available, we will offer a refund in accordance with this Policy.

6. What cannot be returned under this Policy

  • Items customized or personalized for you;
  • Unsealed hygiene sensitive items (e.g., certain textiles/fabrics where sealed for hygiene and unsealed after delivery);
  • Parts or accessories sold as spares that have been installed/used;
  • Goods not suitable for return due to safety reasons after use (e.g., items subject to heavy wear in outdoor conditions);
  • Gift cards and downloadable digital content.

Note: For safety/hygiene reasons, please do not return used car seats or similar safety critical items unless instructed by us. (If such products are offered, special procedures apply.)

7. Partial returns, bundles and gifts

  • Bundles / kits: If you return part of a bundle, we will recalculate the price of the items you keep and adjust your refund accordingly.
  • Gift with purchase: Gifts must be returned if the return reduces the order below the qualifying threshold; otherwise the value of the gift may be deducted from your refund.
  • Missing items: We may deduct the value of missing accessories or packaging where appropriate.

8. Undeliverable, refused or uncollected shipments

If an order is returned to us as undeliverable, refused or uncollected, we will refund the price of the goods minus any return shipping/handling fees charged by the carrier, unless you exercised your statutory withdrawal right in accordance with Section 1.

9. Refund method and timing

Refunds are issued to the original payment method. If the original method cannot accept funds (e.g., expired card), we will contact you to arrange an alternative. Processing times after our bank’s instruction may vary by payment provider. We are not responsible for delays caused by your bank or payment provider.

10. Return addresses

Return addresses and collection options vary by product and country and will be provided in your RMA. Do not send returns to the company’s registered office.

11. Contact

Questions about returns?

Email: [email protected]

Please include your order number and photos/videos (if applicable).

 

Annex A   —   Model Withdrawal Form (EU/EEA)

(Complete and return this form only if you wish to withdraw from the contract. A Return Form is also enclosed with your shipment for your convenience; using it is optional.)

 

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():

  —   Ordered on ()/received on ():

  —   Name of consumer(s):

  —   Address of consumer(s):

  —   Order number:

  —   Signature of consumer(s) (only if this form is notified on paper):

  —   Date: