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Refund policy

Refund policy — 30-day returns on unused footmuffs

Last updated: 30 October 2026

1. 30-day returns

  1. If you change your mind, you can request a return within 30 days of delivery and get the price of the returned goods back.
  2. Condition: a footmuff is worn by a child, so for hygiene we can only take back footmuffs that are unused, unwashed, clean, free of odours, stains and pet hair, complete (footmuff, fur hood rim, heating pad with its lead and button) and in the original packaging. You may unpack it, fit it to your stroller indoors to check the fit and switch the heating on briefly to see that it works — but please do not use it outdoors or with your child in it for a walk. Footmuffs that have been used outdoors, used by a child or washed cannot be returned unless they are faulty (point 3).
  3. To start a return, e-mail hello@nilka.online or use our contact form with your order number first. We reply with the return address. Parcels sent without a confirmed return request, or sent cash-on-delivery, are not accepted.
  4. Return shipping is at your own cost; please use a tracked service and pack the footmuff in its original bag — we are not responsible for returns lost or damaged on the way to us.
  5. We refund within 14 days of receiving and checking the returned goods, using the original payment method. Shipping costs, and the “Shipping protection” fee once the parcel has been shipped, are not refunded.
  6. Returned footmuffs that turn out to be used, washed, dirty, smelling, damaged or incomplete are not refunded; we send them back to you at your cost or, if you do not take them back within 30 days, dispose of them.
  7. Sets: when you return part of a 2- or 3-footmuff set, the refund is based on the price you actually paid; the set discount on the footmuffs you keep is recalculated (the kept footmuffs are charged at the price of the matching smaller set or of a single footmuff) and deducted.
  8. Colour: we do not exchange colours — please choose the colour of every footmuff before ordering. You can return an unused footmuff under this policy and order the other colour.
  9. We may refuse requests that abuse the return policy (for example repeated returns).

2. Statutory right of withdrawal (EU/EEA consumers)

  1. Consumers in the EU/EEA may withdraw from a distance contract within 14 days of delivery without giving a reason, by a clear statement sent to us (the model form below may be used).
  2. You bear the direct cost of returning the goods. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever comes first. You are liable for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning — a footmuff that has been used outdoors or by a child, washed, soiled or returned incomplete has lost its value as a new children's product, and we deduct that loss, up to the full price of the footmuff.

3. Faulty items

  1. If a footmuff arrives faulty (for example a heating pad or a level that does not heat with a working 5 V USB power source, a broken button or lead, a broken zip, a torn seam) or a footmuff is missing, e-mail hello@nilka.online or use our contact form with your order number, photos and — for heating problems — a short description of the power source you used. Please do so within 14 days of delivery so we can check it with our supplier.
  2. We replace the faulty footmuff or part (for example the heating pad with its lead and button). If that is not possible, we refund the price of that footmuff. Not defects: a power bank, adapter or car port that does not deliver 5 V / 2 A or switches itself off at low current; a shorter heating time because of the power source, the level chosen or the cold; the feeling that the footmuff is not warm enough in conditions you chose (no temperature rating is stated); a footmuff that does not fit a particular stroller model; normal wear, pilling, creases and flattened fur; damage from washing the footmuff with the heating pad inside, from washing or drying against the care label, from machine drying, ironing or dry cleaning, from folding or crushing the heating pad, from water entering the button or the lead, from sharp objects, open flames or other heat sources, or from opening the button or the pad. Small differences in colour shade and stitching between footmuffs are normal.
  3. Consumers keep their statutory rights for goods that do not conform to the contract under the law that applies to them.

4. Chargebacks and disputes

  1. Please contact us before opening a payment dispute — almost every problem is solved faster in writing. If a chargeback is opened without contacting us first, we provide the payment provider with the order, delivery and tracking records. Once a chargeback is opened, the same order is not refunded by us a second time.
  2. EU consumers can contact their national consumer protection body or the European Consumer Centre in their country. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board.

Model withdrawal form

To: Nilka, hello@nilka.online
I hereby give notice that I withdraw from my contract of sale of the following goods: …
Ordered on / received on: …
Name: …
Address: …
Order number: …
Date: …