Returns and Refunds Policy

At The Olive Tree Baby Boutique Ltd, we want you to love your purchase. If something isn’t quite right, we’re here to help. This policy outlines how we handle returns, refunds, and exchanges to ensure a smooth and fair experience for everyone

1. Your Right to Cancel

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

To exercise this right, please email us at [insert email address] within 14 days of receiving your item(s), clearly stating your intention to cancel. We will provide instructions on how to return your order.

You then have an additional 14 days to return the item(s) to us.

2. Eligibility for Return

We accept returns if:

• The item is unused, unwashed, and in its original condition
• It is returned with all original packaging and tags intact
• The return is initiated within 14 days of delivery
• The return is received by us within 28 days of delivery

Please note:

For hygiene and safety reasons, the following items are non-returnable unless faulty:

• Pacifiers, teethers, and feeding products
• Personalised or custom-made items
• Opened skincare or toiletry products
• Sale or clearance items (only if marked as non-returnable at checkout)

3. How to Return an Item

1. Contact us at [insert email address] with your order number and reason for return.
2. We’ll send return instructions and address details.
3. Carefully package your item(s) to avoid damage during transit.
4. Return the item(s) via a tracked service — we recommend Royal Mail Signed For or similar.

Customers are responsible for return shipping costs unless the item is faulty or sent in error.

4. Refunds

Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed within 5–10 working days to your original payment method.

Please note:

• Original delivery fees are non-refundable (unless the return is due to our error or a fault)
• We cannot refund items lost in return transit, so please use a tracked service

5. Exchanges

We currently do not offer direct exchanges. If you’d like a different item, size, or colour, please place a new order and return the original item for a refund.

6. Faulty or Incorrect Items

We sincerely apologise if you receive a faulty or wrong item. Please email us at [insert email] with the following:

• Your order number
• A clear photo of the issue
• A short description of the fault or error

We’ll prioritise your case and offer a replacement, refund, or alternative solution based on availability.

7. Gifts

If your item was marked as a gift at the time of purchase and shipped directly to you, we can issue a gift credit for the value of your return. If the item was not marked as a gift or sent to the purchaser, the refund will be issued to the original payment method.

8. Questions?

If you have any questions about your order or returns, please don’t hesitate to get in touch:

The Olive Tree Baby Boutique Ltd