My daughter just had a baby, and I bought a mobile for above the cot from an online retailer, but it has arrived broken. What can I do?

Congratulations on the birth of your granddaughter and sorry to hear about the damaged item. There is consumer legislation that protects us when items we order for delivery arrive damaged.

If it has been 30 days or less since you bought the goods and you do not believe they were of satisfactory quality at the time, then you could be entitled to return them to the trader for a full refund. This is called your “short term right to reject”. You may have to prove that the mobile was not of satisfactory quality at the time of sale.


You should be refunded within 14 days of the item being returned to the trader and this should be by the same method that you paid, for example if you paid by debit card, then this should be refunded to your card. If you have not already done so, then you should try to speak with the trader about your problem to see if you can come to an agreement.

You can then follow this up with a more formal letter of complaint. It is best to send this by signed-for mail which will allow you to check that it has been received, alternatively you could send an email with a read receipt.

You should also give the trader a reasonable timescale to reply. The seller may request that you return damaged or faulty goods, and, in this instance, the cost of postage should not be your responsibility.

The Consumer Rights Act & Costs of Return

The Consumer Rights Act ensures that sellers pay for the return of faulty or damaged goods and means that you should be reimbursed for delivery costs. If you are asked to return the goods, you should enquire with the retailer to ensure that they will be insured against further damage that may occur in transit.

If they are not willing to do this, you should check if they will cover the cost of this insurance if you purchase it yourself from the delivery company used for returns.

I hope this helps, and you get the situation resolved as quickly as possible. provide free, impartial, and practical advice and information on a range of topics, including your consumer rights when things go wrong. For more information, visit, or speak with one of our specialist advisers on 0808 164 6000 (Monday – Friday, 9am-5pm).