My pram frame is cracked, bent or damaged. What do I do?

Stop using the pram straight away, even if it still folds and pushes. Then lodge a request with photos of the damage and of the whole pram. Please do not try to repair or straighten the frame yourself.

Stop using it

A cracked or bent frame is a safety issue, so put the pram aside until we have seen the photos. If any part of the frame, the fold or the brake no longer locks properly, do not use the pram.

What we need

• Proof of purchase showing the retailer and the date.
• The serial number from the white label on the underside of the frame near the rear axle. It is the line under the barcode.
• Daylight photos: one of the whole pram, and one close up of the damage, in focus. Put a coin next to a crack for scale.
• A short video if something moves or wobbles that should not.
• What happened, and when you first noticed it.

If it was in an accident

Accident damage is not covered by the warranty. If your pram was in a car accident, or was dropped, knocked over or hit, lodge a request with photos and tell us what happened.

The Crash Exchange Program covers only the Mesa capsule and Mesa base, not prams. If your Mesa or its base was in the vehicle, stop using it too and claim within 30 days of the accident. No visible damage is needed.

If the damage happened on a flight, it is covered only through the TravelSafe Program, if you registered an UPPAbaby travel bag and your gear before you flew. Claim within 14 days of travel and mark it TravelSafe.

If there was no accident

A crack or bend that appeared in normal use may be a manufacturing defect. Prams and strollers have a three year warranty from the date of purchase for the original purchaser, registered or not. Lodge a request with the details above and our Melbourne team will assess it and reply within one business day. Our warranty claim guide explains the steps.

Please do not repair it yourself

Do not straighten, glue, tape or replace frame parts, and do not have someone else repair it. Frame parts are not sold as spare parts, and repairs or changes made by a third party void the warranty.