Problems With A Product | Mamas & Papas Middle East

Please contact the customer care team on  +971 4 818 8400 . You can also email us by filling the form here.

If you’re product is damaged or has a fault, we want to know. Visit one of our stores and our experts can inspect your product for you. If the product is too large to bring in, please take as many pictures of the fault and email our Customer Service team on

If an item in your Order is received damaged or is not what you ordered, then please arrange for return of the item to us using the Returns Process. The item must be returned in the same condition you received it in within 30 days of receipt for a full refund including delivery charges, taxes and any duties. Replacement or repair may be available. Defective items also benefit from a manufacturer’s defects warranty. Please see below for further details.

In order to qualify for a refund or in-store exchange, all items (including promotional gift items accompanying the Order) must be returned to us within 30 days of Order receipt:

  • Unaltered, unused and in full saleable condition (or the condition in which they were received from us or our agents). Shoes must not have any sole or other damage;in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear and underwear must have the original hygiene liner attached; and accompanied by the original Order confirmation.

  • Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund.

  • We regret but we cannot offer returns on the following categories of products: toiletries, sale products, products sold in Mamas & Papas Outlet Stores, products sold in Mamas & Papas stores outside the United Arab Emirates. Sale products may be exchanged. Gift items can only be exchanged by the recipient, or returned with a refund given to the purchaser of the gift. The above is without prejudice to any rights you may have to return defective products.

  • Any Amber points accrued on a returned purchase will be debited from your Amber account. Points will accrue on replacement items where applicable.

  • We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However, nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.

We can only process order exchanges at Mamas & Papas stores (excluding Department and Outlet Stores) in the UAE, subject always to stock availability and price adjustment where applicable. All other items should follow the returns process, and a new Order placed for the replacement items. Exchanged sale items which have been further reduced in price since the date of purchase may, at our discretion, only be exchanged for the reduced sale value.

No problem; you can purchase most spare or replacement parts from us . We will check if the part is available and, if so, our customer care team will order it for you. We stock parts for up to 2 years after you have purchased your product. Please bring your item into any of our stores, our experts will assess the damage and assist you with options for repairs or spare parts. Have your proof of purchase ready (this can either be your store receipt or order confirmation email). If your item is too large to bring in store, please contact the customer care team on +971 4 818 8400.

For some of our products, we offer a 6 months warranty. In the rare cases where you might need to use the warranty, you will need to show a proof of purchase. We recommend you bring the item to your nearest store where our experts will assess the damage and assist you with options for repairs or replacement parts. Please read our full terms and conditions here.

Save where sold on a no-returns basis and subject to the exclusions set out below, all new product items benefit from a 6 month manufacturer’s warranty, and 1 year warranty on strollers and car seats from Mamas & Papas Limited, Colne Bridge Road, Huddersfield, West Yorkshire HD5 0RH, United Kingdom, Company No. 04992387 (“Mamas & Papas”). The details of the manufacturer’s warranty will be included in the product packaging, inserts or accompanying documentation.

Mamas & Papas have a wide range of products covering almost all categories in the nursery market. They are all tested to ensure they are of the highest standard and quality.

Mamas & Papas warrants that our products will be free of manufacturing defects where used and maintained in accordance with the instruction manuals for 6 months from the date of delivery of the item to you.

Where your product is covered by our guarantee against manufacturing defects, we will at our discretion provide one of the following free of charge:

  • Spare or replacement item/part item;
  • Replacement self-fit part. Instructions will be provided where required;
  • where your product is deemed irreparable, a full replacement or full refund (including original delivery costs, taxes and duties) to your original tender type (or issue you with an online credit if you paid via cash on delivery).
  • This guarantee is subject to the following conditions and exclusions:
  • Product must be purchased from the Website;

  • Original Order confirmation from us must be provided;

  • The guarantee applies to the original purchaser and cannot be transferred with ownership of the product i.e. second hand purchases;

  • Where a particular model, colour, fabric or accessory has been discontinued we may have no alternative but to replace with an equivalent product, colour or fabric.

  • All guarantee services (including replacement and returns) can only be rendered to items located in the United Arab Emirates.
  • Clothing, Fabric / tyres / PVC of pushchairs, strollers, travel systems, buggies, car seats, highchairs and other equipment;

  • Batteries and chargers;

  • Where incorrect assembly occurs or use of non-recommended parts or third party accessories not compatible with original design are used;

  • General wear and tear;

  • Accidental damage including airline damage;

  • Damage caused by non-domestic use, abuse, neglect or by not being used and cared for in accordance with our instructions;
  • Corrosion or rust on the wheels or chassis due to extreme environmental conditions, including high humidity, salt spray, ice or snow or due to insufficient maintenance;

  • Improper storage of the product;

  • Customer dissatisfaction with the product in terms of disliking the weight, functionality, colour or style etc;

  • Fabric fading, discoloration or wearing due to laundering and general wear and tear;

  • If a product is adapted or modified;

  • Products which are repaired by an unauthorised repair agent.

Any replacement part or repair of any product will not extend the original guarantee period. Any product provided by way of replacement or exchange of the product originally purchased will be guaranteed for the remainder of the guarantee period applicable to the original product. Where store/gift receipt or order confirmation cannot be provided Mamas & Papas reserve the right to assess the condition of a product and determine whether it falls within the scope of the guarantee.

In the event a product is outside of Mamas & Papa’s 6 month guarantee period we will endeavour to supply or order replacement parts subject to availability and at a quoted chargeable cost.

In the unlikely event that you need to claim under this guarantee, please contact our Customer Service team or visit any Mamas and Papas store in the United Arab Emirates.

Still need help?
Contact your nearest Mamas & Papas store or visit our contact us page. Please note it may take up to 24 hours for a response.
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Feel free to contact us on your queries and we will get back to you as soon as possible.