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The Help Centre - Frequently Asked Questions
We have included lots of helpful advice in our 'Frequently Asked Questions' section here but if you have a question that isn't answered here then please contact us.
Who are we?
Where is my order?
What is the Status of my Order?
Delivery Times and Pricing
Money Back Guarantee
Returning an Item
Customer Services and Telephone Orders
Secure Shopping
Verified by Visa and Mastercard SecureCode
Customer Feedback
Who are we?
babyREFLUX is a trading division of GroupFMI Limited and has been trading since 1996. babyREFLUX was the first company to specialise in baby reflux in the United Kingdom and is now the largest supplier of reflux related products in Europe.
We are open Monday to Friday, 09:30-18:00 (UK time)
Our telephone number is 0845 519 3171; but if you need to get through quickly please send a quick message through the contact form below.
We're passionate about what we do so please check out our Customer Reviews from the Independent Feedback auditor eKomi.
We are registered at Companies House (No. 3473315)
VAT registration number GB 709 3468 19
Our offices are based at:
Group FMI Limited
Kempshott Park
56 Arcadia Close
Basingstoke
Hampshire
RG22 4AJ
United Kingdom
Where is my order?
Please see the section below entitled 'Delivery Times and Pricing' for full details. Basically we dispatch all orders within 24 working hours of receiving them but we do have a cut-off of 14:00 every day when Royal Mail and our other couriers collect from us.
This means that an order received after 14:00 will be processed for dispatch the next working day...and delivery the next working day after that. Therefore, as an extreme example, an order received at 14:30 on Friday will be delivered the following Tuesday.
What is the Status of my Order?
- Awaiting Fulfilment - We have received your order and all is well. Payment has been taken without problem and the order is awaiting the warehouse team to box it up and get it ready for dispatch.
- Shipped - Your order has left the warehouse and has been collected by with Royal Mail or Interlink - it is now on its way to you!
- Pending - There is a query we need to clarify before we continue with your order...you will have been sent an email to get the answer we need e.g. your postcode is missing a digit, you may have accidentally order 2 items instead of 1.
Delivery Times and Pricing
Please see our delivery page for more details.
Money Back Guarantee
In the UK, all internet purchases are covered by the EU Distance Selling Regulations legislation which states that a 7 day money back guarantee must be provided on all items if the customer is not 100% satisfied with their purchase.
It is straightforward to return your item - this is outlined on our returns policy page. Once we have received your item back at babyREFLUX HQ, we will send you an email confirming this and will make a refund within 30 days back to the source of the original payment. Please note that the refund can take 3-5 days to appear back on your card.
Should you need to return an item for whatever reason, it MUST be returned to us UNUSED and undamaged, together with the original packaging for the item and complete with any any supporting documentation, instruction manuals and warranty certificates. Items that are returned which do not comply with the above requirements may not be eligible for refund.
Returning an Item
All returns must go through the returns procedure stated below. Any return sent back to babyREFLUX without authorisation will be refused and not signed for.
Every item we sell is carefully inspected before it is shipped. If, in the unlikely event, your goods arrive in a damaged condition or are defective, you must inform us as soon as is practically possible stating the order number and the nature of the defect or shortage. Failure to do so will deem that you have accepted the goods.
Certain products once used are excluded from our general returns policy for hygiene reasons. For example; items such as Bibs, Baby Bottles, Slings, Sleep Positioners/Wedges cannot be returned once opened. These conditions do not affect your statutory rights.
Please note that you will be responsible for the cost of returning the item(s) to us except where they were delivered in error, or if the item in question is deemed damaged or defective.
If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us. If any item is damaged in transit before it reaches our warehouse then babyREFLUX will not be liable for any damage.
We cannot accept returns for CD's, DVD's and other media where the shrink wrapped outer packaging has been removed unless the item is defective.
Please ensure when returning goods that you use a reputable delivery service that can provide evidence that they have delivered the goods back to us. We can arrange a reasonably priced courier collection service for larger items, please contact us for details. Please ensure that items for return are packed with sufficient care to ensure damage does not occur in transit. We will not accept responsibility for damage to returned items caused by insufficient packaging. In most cases, sufficient packaging means inside a strong cardboard box with adequate internal cushioning around the product. If you would like any advice on this please contact us. We will not refund the cost of shipping the item back to us if you cancel the order. If the goods you receive are damaged then we will pay a maximum of £2.99 for the item to be returned to us.
If you need to return an item, simply email us at help@babyreflux.co.uk and we'll notify you via return e-mail of your refund reference number (prefixed with ZD). As soon as you have your ZD returns number and you are happy that the item in question meets the returns policy conditions, then send it back to us, marking the package with the ZD returns number.
Items should be returned in their original packaging and complete with documentation to allow us to deal with your return. Once we have verified the fault, we will issue a repair, replacement or refund. We fully examine returned items and liaise with the manufacturer, and if a returned item is found not to be faulty we will return the item to you. In this instance you will be liable for the return postage charge.
Should you require babyREFLUX to collect the item(s) from you rather than sending them back yourself; then a charge of £12.50 will be made which will be taken from the total amount refunded.
We will refund the purchase price for the returned item within 30 days of the day on which your items were received back to us; less reimbursement of any collection costs. You are expected to take reasonable care of the item you wish to return and we reserve the right to make an appropriate deduction from the purchase price where goods are not returned in the condition in which you received them.
When organising a return, we strongly advise you to return goods via a fully insured courier or recorded delivery so that you have a proof of delivery back to us. The cost of the product is refunded and not the delivery charge.
Under the Distance Selling Regulations you have the right to cancel your purchase of an item from the date the contract is concluded (i.e. the date we send our Order Confirmation email) until the expiry of a period of seven working days, beginning the day after the day on which your received the item. Cancellation is only deemed served on babyREFLUX if sent by email or letter. Telephone cancellations cannot be accepted. Your right to cancel does not apply to items that have been opened and used and under no circumstances will incomplete, damaged, worn or soiled items be refunded or exchanged.
As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.
This is an additional right and does not affect your statutory right to reject faulty goods.
Customer Services and Telephone Orders
If you would like to order immediately over the phone using a major credit card (or UK Debit card) please call customer services. Sadly we cannot offer reflux advice over the phone...please submit an email using our contact form or use our live support feature at the top of the page for support.
Customer Services - +44 (0) 845 519 3171
We are open Monday to Friday 9.30 am to 6.00 pm.
Please be patient though - we operate text and email support for advice on reflux so we aren't always available on the phone to take orders. If you cannot get through or the phone is engaged please leave your name and number and any other instructions and we will get back to you straight away.
babyREFLUX operates a phone line to cater for people who do not have regular access to the internet, feel insecure about entering their details on-line, or encounter problems with our web site.
Some people feel safer ordering via phone but ordering over our secure encrypted website payment system (via WorldPay) is much safer. No other person gets to know your card details when you order online and your card details are never stored.
All orders are subject to acceptance by babyREFLUX. Don’t forget to have your credit card details handy and details of the products you need.
Order Cancellations
Cancellations need to be made by e-mail or in writing. Telephone cancellations cannot be accepted.
Secure Shopping
babyREFLUX has teamed up with WorldPay and PayPal to provide you with a secure shopping cart and checkout.
You will have the advantage of using the web’s premier payment clearing houses, knowing that your personal information is safe and secure.
Your credit card information is retained by WorldPay and PayPal and is NOT transmitted to babyREFLUX. We do not (unlike many other online retailers) store your credit card details in our database. This means no hacker is ever going to obtain your financial details as a result of you purchasing from us.
In addition, you have the opportunity to submit your phone number. This is NOT required and we will NOT solicit you via phone. It is, however, useful for us to have it so we contact you quickly if there is a problem with your order.
Verified by Visa and Mastercard SecureCode
Benefits of Verified by Visa & Mastercard SecureCode
Verified by Visa and Mastercard Securecode helps to protect your card against unauthorised use when you shop online by requiring you to enter a personal password each time you buy. You only need to register once to create your password and during registration you will be communicating directly with your card issuer via a secure link. We won't be able to see the information you enter.
What if I am already registered?
If you have already registered, you will be asked to enter your personal password during the online checkout process in order to complete your purchase
What do I need to do to register?
If you have not yet registered for Verified by Visa or Mastercard, you will have the opportunity to do so during the checkout process by entering in your details which will be sent via a secure link to your card issuer. Once the card issuer has confirmed your identity, you will be asked to choose a password and we will be able to complete your order. You will then use the same password each time you purchase online at participating stores.
Please note if you choose not to register during the check out process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your order.
Click for more information on Verified by Visa and Mastercard Securecode. Alternatively contact your card issuer or bank direct for more information.
Customer Feedback
We get feedback from you in many ways.
Many customers feedback to eKomi an independent company who audit all of our customer feedback once an order has been made - you can see this feedback here.
...or sometimes by way of a product review such as the Bebecal Sleep Positioner (see towards the bottom of the page).
We really value all of your feedback (even if it means we get something wrong occasionally!) as however well we think we are doing, without your comments we can only guess.
Copyright 2012 babyREFLUX.