Returns Terms & Conditions

1. Overview

Baboodle operates a circular rental service. All items must be returned when your rental ends or when a return is requested.

Returns are processed via our designated returns portal using Parcelforce, Royal Mail, or other approved couriers. By initiating a return, you agree to the terms below.

 

2. Booking a Return

  • Returns must be booked through the Baboodle returns portal.

  • You will be provided with a prepaid returns label where applicable.

  • It is your responsibility to ensure the return is booked in advance of your billing date.

 

3. Packaging Requirements

  • Items must be securely packaged in their original packaging wherever possible.

  • If original packaging is not available, packaging must be appropriate, protective, and compliant with the relevant courier’s packaging guidelines (including Parcelforce, Royal Mail, or any other approved courier).

  • All old labels must be removed or fully covered before sending.

  • Packaging must be sufficient to protect the item during transit and prevent damage.

  • You must reuse any internal protective packaging provided with the item (e.g. inserts, padding, straps), particularly for more delicate products such as the Snoo, which are vulnerable to damage in courier networks.

Baboodle is not responsible for delays, losses, or damages caused by incorrect or non-compliant packaging or labelling.

Baboodle reserves the right to charge for damage caused by insufficient, inappropriate, or non-compliant packaging.

Failure to follow these packaging requirements may invalidate courier insurance and result in replacement charges.

 

4. Collection and Drop-Off

  • You may either:

    • Drop your parcel at a designated courier drop-off point, or

    • Arrange a home collection via the portal.

  • Returns may be handled by Parcelforce, Royal Mail, or another approved courier.

  • Where a home collection is selected:

    • You must be available for the full collection window provided by the courier.

    • The parcel must be ready, packaged, and accessible for collection.

  • If you are not available, or the parcel is not ready, the collection may fail and you will be required to rebook the collection.

  • If the courier fails to arrive on the selected date, you must rebook the collection directly via Royal Mail:
    https://send.royalmail.com/collect/youritems

  • Baboodle is not responsible for missed or failed collections arranged through third-party couriers.

  • In the event of repeated collection issues, you may contact Baboodle support and we can arrange alternative courier options.

  • Baboodle selects courier partners based on reliability and service performance across our network. However, as these are third-party services, issues such as delays or missed collections may occasionally occur. Where this happens, we will work with customers in good faith to help resolve the issue as quickly as possible.

 

5. Multiple Parcels

  • Where your order was delivered in multiple boxes, each box must be returned separately.

  • You must create and attach a separate returns label for each parcel via the returns portal.

  • Each parcel must be packaged, labelled, and handed over individually in line with these terms.

  • Parcels must not be combined into a single box unless explicitly instructed by Baboodle.

  • Each parcel must be scanned individually by the courier and supported by valid proof of postage (and photographic evidence where applicable).

  • Failure to return all parcels correctly may result in:

    • Delays in processing your return

    • Continued billing until all items are received

    • Charges for missing items where applicable

 

6. Proof of Postage (Required)

  • You must obtain and retain proof of postage or collection receipt for all returns.

  • Where items are collected from your address, you must ensure the parcel is scanned by the courier.

Important:

  • In some cases, drivers may fail to scan parcels on collection.

  • You are therefore required to take clear photographic evidence of the parcel at the point of handover/collection, showing:

    • The parcel

    • The attached returns label

This evidence is required for Baboodle to submit claims under courier insurance.

Without valid proof of postage (and photographic evidence where applicable), the return will be treated as not sent, and you may be charged for loss.

 

7. Responsibility for Items

  • You remain responsible for the item until it is received and checked in by Baboodle.

  • Liability only transfers once the return is successfully delivered and processed.

 

8. Billing and Return Timing

  • Your subscription will continue until the item is received and checked in at our warehouse.

  • Once a return is initiated via the portal, a 5-day grace period is applied (from the date the return is initiated) to allow time for the item to reach us.

  • If the item is received within this 5-day period, no further charges will be applied beyond your existing billing cycle.

  • If the item is not received within the 5-day grace period, billing will continue until the item is returned and processed.

  • For subscription rentals:

    • Any billing pauses or adjustments will follow Baboodle’s subscription terms.

  • For short-term rentals:

    • Late returns may incur additional charges.

 

9. Condition on Return

All items must be returned:

  • Clean and in reasonable condition (fair wear and tear accepted)

  • With all included parts and accessories

If items are returned:

  • Damaged beyond fair wear and tear

  • Missing parts

  • Excessively dirty

Baboodle reserves the right to charge for:

  • Cleaning

  • Repairs

  • Replacement (if required)

 

10. Loss or Non-Return

  • If an item is not returned, or is lost in transit without valid proof of postage and required evidence, you may be charged the replacement value.

  • Where valid proof and evidence are provided, Baboodle will pursue claims with the courier and you will not be charged for verified losses.

  • Where packaging or labelling does not comply with courier guidelines, or required proof/evidence is not provided, courier insurance may be invalidated and the customer may be liable for the full replacement value of the item.

 

11. Incorrect or Partial Returns

  • Returning incorrect items or incomplete orders may delay processing.

  • Baboodle reserves the right to continue billing until the correct item(s) are returned.

 

12. Returns Without Portal Booking

  • Returns must be processed via the official portal.

  • Unauthorised returns may not be accepted or may result in continued billing.

 

13. Processing Time

  • Returns are typically processed within 3–5 working days of receipt.

  • You will be notified once your return has been checked and completed.

 

14. Fair Use

Baboodle operates on a shared-use model. These terms are designed to ensure fairness for all customers. Misuse of the returns process may result in account restrictions.