Customer satisfaction is a top priority at Ergobaby. We feel confident that we offer products and accessories that are of the highest quality and comfort, and we hope you feel the same way. We also realize there is a learning curve to using any new product, and if you are experiencing difficulty or have questions, please contact us prior to returning your Carrier; we can often offer a solution that will help. If you’ve purchased Ergobaby products from one of our authorized retailers, please contact the retailer for their return policy. We cannot accept returns for items purchased through a retailer. Items purchased directly from Ergobaby are returnable within a 30 day period, in like-new condition, and in the original packaging. Please contact customersupport@ergobaby.co.uk if you need to return a product. A return or exchange will only be accepted if the customer has contacted Ergobaby prior to sending the item(s) back. Returns and exchanges must be returned prepaid. For your protection, we recommend you return all items via a traceable carrier such as DHL, UPS, or FedEx. Ergobaby is not responsible for packages not received if a tracking number is not provided. Once the original item(s) are received at Ergobaby, you will receive a credit in the amount that you paid (this excludes any shipping costs). Please allow 2-3 weeks for Ergobaby to refund your credit card upon receipt.