I wanted to share my recent experience with iCandy, as I think it's something prospective buyers should be aware of.
I own an iCandy Peach 7, which is still within iCandy's advertised 5-year warranty period. A cable inside the handlebar assembly has snapped, preventing the pushchair from folding properly. It's a relatively small component, but it renders an otherwise excellent pushchair extremely impractical for everyday travel, particularly when loading it into a car.
The pushchair was a gift from a close family member who has sadly since passed away. Because of this, I no longer have access to the original proof of purchase.
iCandy have confirmed that:
- the serial number is genuine;
- the pushchair was originally supplied through John Lewis; and
- the product is within the warranty period.
Despite this, they have refused to repair it under warranty because I cannot provide the original proof of purchase. I've explained that obtaining the receipt is impossible due to the original purchaser having passed away, but my formal complaint was rejected and I was offered only a chargeable repair.
What has disappointed me most isn't simply the decision—it's the lack of flexibility shown in what I believe are genuinely exceptional circumstances. Their response has been that they apply the same process to every customer "to be fair."
Personally, I don't think treating every case identically is always the same as treating every customer fairly. This is a premium pushchair that cost well over £1,000, and one of the reasons many people invest in brands like iCandy is the expectation of premium after-sales support. In my case, that expectation hasn't been met.
I'm sharing this so that anyone considering an iCandy product understands how the warranty is applied in practice. If you've had a similar experience—or a positive one—I'd be interested to hear it.