12-months product warranty registration
Registering your product
Puggle products are under warranty for a period of 12 months from the date of purchase against manufacturing faults, defects and workmanship when the product is used correctly according to the manufacturer’s instructions. The manufacturer’s warranty is not transferable, and only the original purchaser can make a claim.
You don’t need to do anything to register as your products are automatically covered.
If you purchase a Puggle product prior to your baby being born, we can arrange for your 12-month warranty period to start on your due date. All you need to do is check the goods when you receive them to ensure nothing has been damaged in transit or is missing, and then contfact us with the relevant due date.
In the event that you discover a fault with your product, please contact The Nursery Store customer service team. Proof of purchase is required to claim on the warranty. This does not affect your statutory rights.
Please retain your proof of purchase. Without adequate proof of purchase, you will not be able to make a warranty claim.
Our manufacturers endeavour to hold component parts for the duration of the warranty period. Where parts are not commonly requested, we may require a little time to ensure the correct component part is provided. We attempt to provide parts in under 28 days, to keep any inconvenience caused to a minimum.
What Does the Manufacturer’s Warranty Cover?
The manufacturer’s warranty covers the following:
- All manufacturing defects in the chassis, frame and electrical circuitry
- All manufacturing defects in any accessory supplied
- All manufacturing defects in parts such as wheels and tyres
- Missing parts within 30 days of receipt of goods*
*30 days within receipt of goods, even if goods are not to be used i.e. if goods are bought prior to baby’s due date.
To claim under the manufacturer’s warranty please contact The Nursery Store’s customer service team at hello@thenurserystore.com.
Exclusions to the Manufacturer's Warranty
The warranty does not cover:
Any damage caused by normal wear and tear e.g. wheels and tyres that have worn down during regular use, the natural fading of fabrics over time, damage such as worn patches over time through regular use, fixings working loose over time that have not been correctly tightened as per the user instructions
- Clean snaps/breaks in the chassis/frame after period of use
- Abnormal use
- Corrosion or rust on the wheels and chassis due to extreme environmental conditions, including high humidity, salt spray, ice or snow, or due to insufficient or incorrect maintenance
- Discoloration to fabrics as a result of excessive sunlight, use of harsh or abrasive chemicals.
- Incorrect assembly or the installation of a third party part or accessory not compatible with the original design or recommended by the manufacturer, e.g. buggy boards/buggy clips
- Accidental or intentional damage, abuse or neglect
- Improper storage i.e. storing in wet or damp conditions, care and maintenance of the product
- Damage to handle bar grips or fabrics as a result of normal handling and daily use
- Tyre punctures
- Any Puggle products purchased second-hand or from an unauthorised reseller
- When the product has not been used for normal use and in accordance with the manufacturer's instructions
- If a repair or modification has been carried out by an unauthorised party or if the product has been dismantled with no authorisation from Puggle
- Airline/transportation damage: Check your Puggle product carefully after it has been handled by the airline (or other transportations) and submit any claim directly to the airline/transportation company
Faulty Goods
You are entitled to a refund - or we are happy to offer free-of-charge spare parts on a faulty or missing item - within 30 days of delivery for Puggle-branded goods purchased from The Nursery Store website.
Where we don’t have the spare part readily available, we will arrange for a new product to be sent out to you. The faulty product will be collected and inspected by a member of our Quality Assurance team.
If you require a spare part, or you have received a part that is damaged, contact us at Support@pugglebaby.com and wherever possible, we will despatch a replacement part to you the same day. You should receive the new part within 2 working days.
Please note that any faulty product must be returned to us or evidence provided in order to qualify for either a refund or replacement parts.
If you find a fault with your product outside of the 30-day period please get in touch with us to discuss. We will deal with this type of faulty product on a case-by-case basis, ensuring that your statutory rights are not affected. In certain instances, we may require you to return the product for investigation. Our Quality Assurance team will endeavour to provide you with a decision within 14 days of the product being returned.
Repair
We do not offer an extensive repair service for our Puggle products, but we will repair them wherever possible. In instances where a repair is not possible, we will provide replacement parts.
Please contact our Customer Service team to discuss.
Spare Parts
If spare parts are provided and/or purchased from Puggle, they will only be covered under the duration of the original warranty period. No extended or additional warranty period will be granted.
Any parts purchased outside of the warranty period will not be subject to any additional or extended warranty period.
Our Aftercare Service
We have a knowledgeable team of aftercare specialists who will be able to answer any questions you may have on our products and resolve any issues with faulty/broken/missing parts. We also have a presence on social media where we regularly showcase and demonstrate our products and hope to answer any questions that you may have on our product ranges.
My Responsibilities as a Customer
As a customer, you must use and maintain your Puggle product properly and should regularly ensure that the following maintenance practices and checks are followed:
- Inspection for any loose fixings and components, tightening where possible
- Cleaning and lubrication of moving parts or components
- Checking of parking devices such as brakes
- Checking of the harness
After use in certain adverse conditions, extra care should be taken to protect your Puggle product. This includes:
- Cleaning excess mud, dirt or debris from brakes and/or wheels
- Ensuring that the product is fully dried and aired before storing in a cool dry place
- Cleaning and removal of any gritting salts or sea water residue
- Only use the product as per product manual, user instructions
Your Statutory Rights
Our Terms and Conditions do not affect your statutory rights.
