Payments & Returns
Checkout Problems
If you are having problems completing your order using the Parentsupermarket.com checkout, it may relate to the payment method that you are using. We take our users security very seriously and therefore participate in 3D secure.
If this is the first time you have used your Visa or MasterCard online then you may be asked to register. If you have already registered your card, you will be asked to input your security password by the bank. This is a secure system and is used by many retailers set up to help combat online fraud. However, we appreciate that sometimes this can cause issues when trying to checkout. If you are experiencing problems, please try an alternative payment option or contact us on 0845 0517575.
Thank you.
Do I have to pay for the return of damaged/faulty items?
No you do not have to pay for the return of damaged goods if you are in the UK, please contact us for a collection to be arranged, this can be Monday – Friday.
However if your product is not found to have a fault once inspected by our technicians you will be charged £29.25 for administration and handling fees.
If you wish to return an unwanted product, please contact us on 0845 0517575.
If you are overseas then you will need to return the goods at your cost and pay for the repaired/replaced item to be delivered back to you.
How can I get a VAT receipt?
Unfortunately we do not supply VAT receipts. Our VAT number is located on your email order confirmation.
How do I pack an item if I am returning it?
Returning faulty products
When returning a faulty product to Parentsupermarket.com please ensure that the original packing is used wherever possible to avoid damage in transit. However if this is not possible please pack the item in another cardboard box.
Returning unwanted items
If you are returning an unwanted item (within 7 days) you must use the original packaging to enable a full refund. Contact our customer services team on 0845 0517575.
How Do I return an Item?
If you receive your order and it is not what you are expecting, it isn’t a problem - you can return it back to us within 7 days of receiving the goods for a full refund less the shipping costs. Unfortunately, we are unable to provide free returns due to our next day shipping costs, therefore, returning the unwanted item(s) is at your own cost. Please contact our customer services team on 0845 0517575 to inform them that you will be returning the item(s). Once you have returned the item(s) we will refund you through which ever payment method you used, subject to the goods being in their original condition.
However, in the unlikely event that your order has arrived damaged please report the fault to us within seven working days via phone on 0845 0517575.
How long does the refund back to my card take?
The refund process is immediate, however like most companies, Parentsupermarket.com has a returns process which is 'less automated' than the sales order process. For faulty goods for example, we don't refund until the returned item has been logged, tested and confirmed to be faulty.
Please allow 3-5 working days for credit card refunds to show on your statements. |
