Webshop warranty & returns policy
Lifetime Return Policy!
Product not quite what you expected? Items purchased from philandteds.com may be returned to the respective warehouse for a full refund of the cost of the item if returned unused, in their original packaging and in saleable condition (at the full discretion of our global warehouse teams). The cost of the item will be refunded to your account once the return has been received, no associated freight fees will be refunded. If you have purchased from our 'rest of world' region, you will need to return your item to our warehouse based in New Zealand.
How to return a product
Register your return online (User registration and sign in is required). Once your request has been received we will be in touch with instructions and address details for your local warehouse, usually within 2 business days.
Product Registration - get covered!
We know how exciting new toys can be, but amidst all the buzz don't forget to register your product either online or through a retailer. Registering your product streamlines the warranty process in the event that you need to make a claim, and also allows us to contact you should your product require a safety upgrade in future. Product registration is different to signing up to our newsletter, you will not receive regular news and information from us simply by completing your registration. You can expect to hear from us if we have essential information to share about your product.
rights & remedies
We are dedicated to delivering a quality product to all our customers. All of our products are warranted for one year from date of purchase against defects in material and workmanship.
If we determine that the product has a manufacturing fault, we will repair or replace it free of charge for you. The decision to repair or replace is solely at the discretion of phil&teds.
A repair may mean we will send you a self repair kit or send replacement fabric components which you may need to fit. Don't worry, if our 90 year old grandma can't manage the repair herself, we won't expect you to! Due to some parts being discontinued or unavailable, replacement parts and product may be subject to minor variations when compared to the faulty part.
what do you require?
All warranty claims must be accompanied by a proof of purchase (sales receipt) to allow verification of the date of purchase. Where proof of purchase is not provided, phil&teds reserves the right to charge a service fee and/or charge for parts replaced/repaired. A return freight charge may apply.
Please retain your Proof of Purchase.
Only the original owner is covered by the manufacturer’s warranty and must have purchased the product from an authorised phil&teds dealer. The best way to ensure your covered is by registering your product online post-purchase!
what is not covered under warranty?
Our manufacturing warranty does not cover claims resulting from misuse, abnormal use, overloading, general wear and tear, child outgrowing product, not following instructions, transportation damage (including airline or freight damage), poorly maintained product, dropped goods, negligence, second hand product, modified product, colour fading, over inflation, mould, damage to handle foam in use or fabric cuts and tears. Our warranty also does not cover tyre punctures or corrosion to frames or fasteners as a result of atmospheric or environmental conditions.
The warranty is ‘return to base’ and not a free in home service. This means you'll need to arrange for the product to get to a phil&teds representative for warranty or service.
outside of warranty terms?
If your product is outside the one year warranty period or if the fault is not covered by the manufacturer’s warranty, we will happily repair your product where possible for a reasonable charge.
who do I contact?
If your product is less than a year old and subject to a warranty claim, please file one through the support section of the phil&teds website. (User registration and sign in required.)
Any consequential loss or damage to any person or property directly or indirectly as a result of using product.
The warranty is only valid in the country of purchase. If you file a warranty claim outside of the country of purchase you will be charged fees by the local provider.
Please note that tyres, inner tubes and foam hand grips are not covered by warranty, except for out of box instances of failure.
general care instructions
Rubber tyres can react with some surfaces (including, but not limited to, vinyl floor coverings, carpets, synthetic laminates, parquet and linoleum) and cause stains. Always stand the stroller on a protective surface when indoors.
help & support