Returns Policy

We hope you love your purchase from oliversbabycare.co.uk, but if you change your mind or something isn’t quite right, we’re here to help.

1. Changed Your Mind? (Cooling-Off Period)

Under UK law, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

  • You then have a further 14 days to return the item(s) once you’ve told us you wish to cancel.
  • We will issue a full refund for the product(s) minus the delivery cost paid, within 14 days of receiving your return.

To qualify for a refund:

  • Items must be unused, in their original packaging, and in a resalable condition.
  • All accessories, manuals, and packaging must be included.
  • Returns must include a Returns Authorisation Number (RAN). Please contact us at [email protected] to request your RAN before sending any item back.
  • The RAN must be clearly marked on the outside of the package but please not directly onto any packaging.

Please note that return postage costs for unwanted items are your responsibility. If you send items without prepaying postage, the courier fee will be deducted from your refund.

If preferred, we can also offer an exchange or store credit within 30 days of receipt.

2. Non-Returnable Products (for Health or Hygiene Reasons)

For health protection and hygiene, some products cannot be returned once opened, unless faulty. These include but are not limited to:

  • Medically certified products such as Nanny Monitors
  • Mattresses, undergarments, nipplettes, teethers, soothers, nasal aspirators, and similar items
  • Any blister-packed items once opened

This does not affect your statutory rights if the item is faulty.

3. Faulty or Damaged Products

If your item is faulty, damaged, or not as described, you are protected under the Consumer Rights Act 2015.

  • If a fault develops within 30 days of receipt, you’re entitled to a full refund, repair, or replacement.
  • If a fault occurs after 30 days and within 6 months, we will arrange a repair or replacement (or refund if repair is not possible).
  • For items with a manufacturer’s warranty beyond 6 months, we’ll support you in claiming under that warranty.

All electrical products purchased from oliversbabycare.co.uk are covered by a minimum 6-month guarantee, or the manufacturer’s warranty if longer. Other products are also covered by a 6-month guarantee. Replacements do not reset the warranty period.

You must package returned goods securely to prevent damage in transit. We cannot accept responsibility for damage caused during return shipping.

If goods are confirmed faulty within 6 months of receipt (or returned due to our error), we will refund reasonable return postage costs up to £4.99.

Please only mark items as faulty when this is genuinely the case; otherwise, return postage costs may be deducted or charged both ways.

4. How to Request a Return

To request a return:

  1. Email [email protected] with your name, order number, product details, and reason for return.
  2. We’ll email you a Returns Authorisation Number (RAN) and instructions for sending your item(s) back.
  3. Clearly mark the RAN on your package.

We recommend using a tracked postal service and keeping proof of postage, as we cannot accept responsibility for returns until they arrive safely at our warehouse.

Returns are normally processed within 30 days of receipt at our warehouse.

5. Order Changes

We process orders immediately to ensure fast dispatch. Unfortunately, this means that we can’t amend or cancel orders once placed.
If you’ve changed your mind, simply return the item once received, in line with the returns policy above.

6. Additional Information

  • Returns without a valid RAN cannot be accepted.
  • We will not reimburse any costs incurred by the customer without prior written agreement.
  • If a replacement is sent and delivery is unsuccessful, we will hold the item for 3 months before disposing of it.
  • Payments made through PayPal are subject to the PayPal Privacy Policy.

Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law.