Refund & Returns Policy Cove Bay Babies
Our Commitment
At Cove Bay Babies, we take great pride in the quality of our handmade gifts. We want you to be delighted with your purchase. Please read our policy carefully to understand your rights and our procedures.
Handmade & Personalised Items
Most of our products are handmade to order and often include personalised details. Due to the bespoke nature of these items, they cannot be returned or refunded if you have simply changed your mind unless the item is faulty. We kindly ask that you review all product descriptions, photos, and personalisation details carefully before placing your order.
Non-Personalised Handmade Items
Some non-personalised items may be eligible for return. If an item is eligible for return, this will be clearly stated on the specific product page.
How to Initiate a Return or Refund
To request a cancellation, return, or refund, please follow these steps:
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Contact Us: Email us at support@covebaybabies.com with your order number and the reason for your request.
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Await Approval: We will review your request and provide return instructions if eligible. Please do not send items back without prior approval.
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Return Shipping: Once approved, please ship the item back to our business address (provided above).
Change-of-Mind Returns (Non-Personalised Items Only)
If your item is eligible for return, the following conditions apply:
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Timeframe: You must request a return within 14 calendar days from the date of delivery.
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Condition: Items must be unused, in their original condition, and in the original packaging.
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Postage: Return postage costs are the responsibility of the customer.
Return Shipping Responsibility
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For UK Customers: If you wish to return a non-personalised item, return postage is the customer's responsibility. If an item is faulty or damaged, we will provide a prepaid return label.
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For US Customers: Return postage is the responsibility of the customer for all returns due to the high cost of international shipping. If an item arrives damaged, please contact us within 3 days of delivery with 10 clear photos from multiple angles of the issue and the packaging. We will assess the situation and advise the appropriate next step. Minor movement of decorative elements (such as toys, flowers, ribbons or blankets) during transit is normal and can be easily repositioned and does not qualify as damage.
Order Cancellation
You may request to cancel your order within 2 hours of payment. If the creation of your item has already begun, cancellation may not be possible. If we are unable to cancel your order, it will be processed and handled under our returns policy.
Faulty or Damaged Items
Reporting:
In accordance with the Consumer Rights Act, you have 30 days from the date of delivery to report any faulty or incorrectly described goods for a full refund or replacement. If the damage occurred during transit, please notify us within 3 working days and provide at least 10 clear photos from multiple angles of the damage and packaging.
Please note: minor movement of decorative elements (such as toys, flowers, blankets or ribbons) during transit is normal and can be easily repositioned. This does not constitute damage.
Resolution:
If the item is confirmed faulty, we will provide a prepaid return label for UK customers. For international customers, returns may not be required depending on the situation, and we will advise the most appropriate resolution after reviewing the photos. If no fault is found upon inspection, return postage will be the customer’s responsibility.
Refunds
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Process: Refunds are issued once the returned item is received and inspected.
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Method: Refunds are processed to the original payment method.
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Deductions: Delivery upgrades or non-standard shipping costs are non-refundable. Deductions may be made for any loss of value caused by handling.
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Timing: Refunds are processed within 5 calendar days of our receipt of the returned item or proof of return.