RETURNS & REFUNDS

VERY IMPORTANT – DO NOT SEND ANY RETURNS TO OUR REGISTERED OFFICE – THEY WILL NOT BE ACCEPTED OR PROCESSED.

We have a strict 14-day return policy, which means you have 14 days after receiving your item to request a return.

SALE / PROMOTIONAL ITEMS

Sale, promotional and reduced-price items are NON-EXCHANGEABLE, NON-REFUNDABLE and NON-RETURNABLE under our discretionary returns policy.

Please ensure you are completely happy with your selection before purchasing sale or reduced-price items.

This does not affect any statutory rights which legally apply to your purchase, including rights relating to faulty, damaged, misdescribed or incorrectly supplied goods and statutory cancellation rights where applicable.

PLEASE PURCHASE RESPONSIBLY

Ocean Baby is a small independent brand and many of our pieces are handmade and produced in strictly limited quantities.

We kindly ask customers to purchase only the sizes and items they genuinely intend to keep.

We strongly discourage ordering multiple sizes of the same garment solely for comparison with the intention of returning the unwanted sizes.

Ordering multiple sizes temporarily removes our limited stock from availability for other customers.

If you are unsure which size to purchase, please contact us before ordering and we will be happy to assist with sizing.

RETURN CONDITION & INSPECTION

To be eligible for a return, your item must be returned in the same condition in which you received it: unworn, unused, unwashed, with all tags and labels attached and in its original packaging, together with all included accessories and gifting.

You will also need your receipt or proof of purchase.

It is important that the original packing slip is enclosed with the return wherever possible so that we can trace the order to the correct customer.

All returned garments are carefully inspected upon arrival.

Customers may reasonably inspect and try on an item to establish its nature, characteristics and fit. However, garments must not be used or worn beyond what is reasonably necessary to do this.

In particular, garments must not be worn or used for:

• photographs or photoshoots;
• social-media photographs, videos or other content;
• parties, events or special occasions;
• prolonged periods of wear; or
• any other purpose beyond reasonably trying the garment on.

Returned garments should be free from make-up, fake tan, food, stains, marks, pet hair, smoke, strong fragrances, washing, alterations or other evidence of wear or use.

Where handling or use goes beyond what is reasonably necessary to inspect or try on the garment and this results in a reduction in its value, Ocean Baby reserves the right to make an appropriate deduction from the refund to reflect the diminished value, where permitted by law.

Deliberately purchasing and using an item for photographs, social-media content, an event or occasion before subsequently returning it may constitute handling beyond what is reasonably necessary to inspect the goods.

This does not affect your statutory rights.

HOW TO MAKE A RETURN

To start a return, please contact us at info@oceanbaby.co.uk.

If your return is accepted, we will provide instructions explaining how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

Return postage is the customer's responsibility for change-of-mind returns.

We strongly recommend using a tracked postal service and retaining proof of postage.

If an exchange or change is made to an order, any applicable additional postage costs are the customer's responsibility unless otherwise required by law.

You can contact us with any return questions at info@oceanbaby.co.uk.

IMPORTANT: DO NOT SEND RETURNS TO OUR REGISTERED OFFICE ADDRESS. RETURNS SENT TO OUR REGISTERED OFFICE WILL NOT BE PROCESSED.

DAMAGES, FAULTS & ISSUES

Please inspect your order upon receipt and contact us as soon as possible if an item is defective, damaged or you receive the wrong item so that we can evaluate the issue and make it right.

We ask that visible damage, incorrect items or delivery issues are reported to us within 7 days of delivery wherever possible, allowing us to investigate promptly.

This requested notification period does not remove or restrict your statutory rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.

EXCEPTIONS / NON-RETURNABLE ITEMS

Sale, promotional and reduced-price items are non-exchangeable, non-refundable and non-returnable under our discretionary returns policy.

For hygiene reasons, certain hygiene-sensitive products, including applicable socks, swimwear and underwear, may not be eligible for change-of-mind returns where the applicable hygiene seal or protective packaging has been removed or compromised.

Please do not purchase these items if you are uncertain about your selection.

Nothing within this section removes any statutory rights which legally apply to your purchase.

EXCHANGES

The fastest way to ensure you receive the item or size you require is to return your existing eligible item in accordance with our returns policy and, once accepted, make a separate purchase for the new item.

Any additional postage associated with a discretionary exchange or change-of-mind replacement is the customer's responsibility.

REFUNDS

We will notify you once we have received and inspected your return and advise you regarding your refund.

Where a refund is due, it will be issued to your original payment method.

Please remember that your bank or card provider may take additional time to process and display the refund. This can take up to approximately 7 working days, depending upon the payment provider.

Where PayPal was used, processing times are determined by PayPal.

Refunds, including the treatment of original delivery charges, will be processed in accordance with applicable consumer law. Where a customer selected an enhanced or premium delivery service, additional delivery costs above the applicable standard delivery charge may not be refundable.

Where legally permitted, an appropriate deduction may be made where the value of returned goods has been diminished as a result of handling or use beyond what was reasonably necessary to inspect them.

INTERNATIONAL RETURNS, REJECTIONS & FAILED DELIVERIES

International customers are responsible for ensuring that all delivery information supplied at checkout is complete and accurate and for familiarising themselves with applicable destination requirements.

Where an international shipment is rejected, refused, undeliverable or otherwise returned to Ocean Baby, the return may incur significant carrier charges, import duties, taxes, customs charges and return transportation costs.

Where legally permitted, actual costs incurred by Ocean Baby as a direct result of the failed, rejected or refused delivery may be deducted from any amount otherwise refundable.

International return transportation can be extremely expensive.

We therefore strongly advise international customers to carefully check their order, delivery address and destination requirements before purchasing.

We cannot accept responsibility for import duties, taxes or delivery failures caused by incorrect or incomplete information supplied by the customer, subject always to applicable consumer law.

FRAUDULENT BEHAVIOUR

Ocean Baby will not tolerate fraudulent behaviour, false claims or deliberate abuse of our ordering or returns processes.

Where fraudulent behaviour can be reasonably established, Ocean Baby Limited reserves the right to refuse or cancel future orders associated with the individual, delivery address, email address or other relevant account information where legally permitted.

Ocean Baby retains appropriate records relating to orders that are processed and can liaise with shipping partners and payment providers regarding orders which are subsequently disputed.

We understand that genuine mistakes and delivery issues can occur and each situation will be considered appropriately.

However, where there is clear evidence that goods were correctly supplied and received and a knowingly false claim is subsequently made, Ocean Baby reserves the right to take appropriate action, including recovery through the courts where necessary.

CANCELLATIONS

Orders may be cancelled by Ocean Baby for a number of legitimate reasons, including payment concerns, suspected fraudulent activity, stock availability, incomplete delivery information or circumstances preventing us from fulfilling an order.

Where Ocean Baby cancels an order and a refund is due, it will be returned to the original payment method.

Incomplete or incorrect addresses are a common cause of delivery problems, so please ensure all information is entered correctly at checkout.

Where appropriate, Ocean Baby will contact the email address provided with the order to discuss any issues affecting fulfilment.

RE-SALE & COMMERCIAL PURCHASES

Ocean Baby Limited is the authorised retailer of products sold under the Ocean Baby and Ocean Kids brands.

Our retail website is intended primarily for customers purchasing products for personal use.

We do not authorise the commercial resale of our branded products through third-party sellers or distributors without our prior agreement.

Ocean Baby reserves the right to reject or cancel an order where we reasonably believe that goods are being purchased for unauthorised commercial resale, fraudulent activity, brand misuse or another unlawful purpose.

Ocean Baby's branding, photography, written content, designs and other intellectual property must not be reproduced or used without appropriate permission.

Nothing contained within this policy is intended to exclude or restrict any statutory consumer rights.

Returns & enquiries: info@oceanbaby.co.uk

REMINDER: DO NOT SEND RETURNS TO OUR REGISTERED OFFICE. YOU MUST CONTACT US FOR THE CORRECT RETURN INSTRUCTIONS.