A MUM was left horrified after being made to prove her baby had died so she could get a refund for an £115 car seat.
Hannah, whose real name has been protected, received the devastating news that her son had no heartbeat when was 34 weeks pregnant.
The baby was stillborn on December 17, leaving Hannah reeling from the loss of her child.
As she prepared to try and move forward, Hannah decided to cancel her order for a Maxi-Cosi car seat from the Newbie and Me Baby store in Shirley, Solihull.
But the 30-year-old, from Hall Green, was shocked when clerks from the London shop told her she needed to prove the child hadn't survived to get her money back.
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She had no option but to return to the store on Boxing Day, taking her with her a registration of the stillbirth.
In a post on Facebook, she wrote: "It was a horrific experience having to go into a store aimed at selling to people that are pregnant and have newborns to show them my baby’s stillborn certificate otherwise they wouldn’t give me my money back. I would avoid it at all costs."
She claims when she ordered the car seat during a Black Friday sale on November 25, she was told her would have it within a week.
But by mid-December, Hannah says she hadn't heard from the store.
Just days later, she was told the heart-wrenching news that her baby had died.
But when she went to return the car seat she no longer needed, they told her they needed proof of the death.
She said: "I hadn't heard anything for a couple of weeks. I asked if I could cancel the order and they said you have to bring medical proof.
"They hadn't even had the order in store as far as I knew. They said it was their policy.
"I took in the registration of stillbirth and they took it out of the envelope. I can't see someone lying about having a stillbirth."
A spokesperson for Newbie and Me Baby confirmed it is store policy to ask for a document supporting a shopper's claim.
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They said: "Firstly, Newbie and Me is saddened and sorry for Hannah's loss, we understand how difficult this time must be for Hannah and her family and would not want to make it any harder than it already is.
"We would like to apologise to Hannah for her experience with us. We have investigated the incident and listened to the phone call as they are monitored for training purposes."
The spokesperson claims an attempt made to contact Hannah the day after she place the order to confirm the delivery address was not successful.
They continued: "When we received a phone call to inform us of cancelling the order due to the circumstance, we have and we always will aim to support any family going through a difficult and sensitive time.
"Hannah was requested proof of their purchase, and a medical note due to the circumstance (this is also stated on the T&C's which Hannah has a copy of).
"Hannah would have read this and accepted them as she placed the order.
"This is not meant to cause distress but as a business, we do have to include this in our terms and conditions as formalities.
"We are a baby store that understands that from time to time, the nature of our business we will be faced with difficult and unfortunate circumstances, we would try our utmost to assist anyone through these troubling times.
"We do not expect any customer to come into the store and neither do we expect them to have direct communication with ourselves, they can email any information over to us, in their own timely manner and when they're able to.
"We apologise to Hannah for any distress caused, any feedback would be welcomed as it allows us to serve our customers in the best practice."
The Sun has contacted Newbie and Me Baby for comment.
