Refund policy

Warranty, Repair, Exchange, and Returns

If an item does not meet your expectations or if you have changed your mind, and you want to return a product? No problem, you can! You can exchange or return your order within 30 days of receipt: Go to this page to request your return. You need to log in for this. Don't have an account yet? No problem, you can create one here.

Choose the option that best describes your situation:

(a) My product was delivered damaged and/or defective. That's unfortunate! Choose [Reason for return] for [Product unfortunately delivered damaged]. It is important that the product meets the following conditions:

- The product was purchased through alectobaby.nl
- You report the damage or defect within 14 working days of receipt.
- In case of damage, we kindly ask for a photo. You can easily attach it to the return form.

(b) My product is broken or does not work (properly) anymore. It has warranty. Choose [Reason for return] for [Product does not work properly]. It is important that the product meets the following conditions:

- It concerns an Alecto product (If your product was not purchased from us, please take a photo of the invoice and upload it, or the PDF of the invoice, with your request.)
- The purchase date is less than 2 years ago
- It has not been dropped, damaged, exposed to moisture, or used in any other way that would void the warranty.

If the defect falls within the warranty terms and period, the product will be repaired free of charge. Always include a copy of the purchase receipt to claim warranty. If it turns out that the damage is not covered by the warranty, costs will be charged.

(c) I want to repair my product, it is no longer under warranty. Choose [Reason for return] for [Product to be repaired outside warranty]. We will then proceed as follows:

- If the repair costs are less than € 30 (incl. VAT)? The repair process will start automatically. When the repaired product is returned, you will receive an invoice with the costs.
- If the repair costs exceed €30 (incl. VAT)? You will be notified before the repair process starts. You have the option to agree to the repair. When the repaired product is returned, you will receive an invoice with the costs. You can also choose to have the product returned unrepaired. This costs € 11.50 (incl. VAT).

During the repair process, you will be kept informed by email of the progress. This email may end up in the spam or junk mail folder, so please check there if you have any questions about the status of your repair.

(d) I want to return a product. Choose [Reason for return] for [Product does not meet expectations]. It is important that the product meets the following conditions:

- The product was purchased through alectobaby.nl
- The product must be reported to us within 30 days of receipt.
- The product is undamaged.
- The packaging is undamaged and intact. You may carefully unpack the product to assess it.

Once we have received the return shipment, we will refund the amount within two weeks to the customer's account or, if desired, send the new product. Return shipments are at the buyer's risk. This means that Alecto is not liable for damage to or loss of returned items. Therefore, always ask for proof of shipment when sending and keep it safe.

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If your situation is not listed here? Not sure what to fill in? Or do you want advice first? Contact us: 

You can email to service@alectobaby.nl. We aim to respond within 12 hours on weekdays. You can also call us. This is possible on weekdays between 10:00 and 14:00 to NL: T +31858081495
BE: T +3278481237 (local rate). We're here to help.