Refund policy

Refund & Returns Policy

By placing an order with us, you agree to the terms set out below. These terms do not affect your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Change of Mind (14-Day Returns)

You have the right to cancel your order within 14 days of receiving your items.

To qualify:

  • Items must be unused, unworn, and in resalable condition
  • All tags, accessories, and original packaging must be intact

You must:

  • Notify us within 14 days of delivery, and
  • Return the item within 14 days of notification

Please note:

  • Return shipping costs are the customer’s responsibility
  • We may reduce your refund if the item shows handling beyond what is necessary to inspect it

Returns Process (Authorisation Required)

All returns must be requested in advance.

📧 hello@wholovesyababy.shop

Include:

  • Order number
  • Reason for return

Returns sent without prior authorisation may be refused or delayed.

Refunds

  • Processed within 14 days of receiving the goods or proof of return
  • Refunded to the original payment method only

Original delivery charges are non-refundable, except where required by law, in which case only the standard delivery cost will be reimbursed.

We reserve the right to:

  • Withhold refunds until goods are received
  • Deduct value where items are returned in diminished condition

Exchanges

Exchanges are offered subject to availability and are not guaranteed.

Faulty, Damaged, or Misdescribed Goods

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

Claims & Evidence

To help us resolve issues efficiently, we will request:

  • Photos or video of the item
  • Packaging and delivery condition

Failure to provide evidence may delay resolution.

Delivery

  • Standard delivery: 2–4 working days from dispatch (orders placed before 2 PM)

Delivery timeframes are estimates only.

Delivery, Risk & Safe Place

Responsibility remains with us until delivery is completed.

If you request delivery to a safe place or neighbour, you accept that:

  • Delivery is considered complete once fulfilled
  • Responsibility transfers to you at that point

Missing or Disputed Deliveries

If tracking shows delivered:

  • Contact us as soon as possible

We will investigate with the courier and review delivery confirmation evidence.

Claims may be declined where:

  • Delivery is confirmed with evidence
  • Insufficient evidence of non-receipt is provided

Lost Parcels

If confirmed lost:

  • We will investigate with the courier
  • Refund/replacement issued after confirmation

Timeframe: 14–28 days

Returns Inspection

All returns are inspected.

We reserve the right to:

  • Refuse refunds for non-resalable items
  • Apply deductions for wear, damage, or missing packaging

Fair Use

We reserve the right to:

  • Refuse returns in cases of misuse
  • Limit service for excessive returns
  • Cancel orders suspected of fraud

Chargebacks & Disputes

By placing an order, you agree to contact us first to resolve any issue.

We reserve the right to submit the following in dispute cases:

  • Proof of delivery
  • Order confirmation
  • Customer communication
  • Policy acceptance at checkout

Agreement

By placing an order, you confirm you have read and accepted this policy.