Refund & Returns Policy
🧺 Handmade & Personalised Items – Made to Order
Most Cove Bay Babies products are handmade to order, and many include personalised details.
Because these items are created specifically for each customer, they are not eligible for return or refund due to change of mind.
We provide clear descriptions and photographs to help you make an informed choice before purchasing. Please review product details carefully.
🎨 Non‑Personalised Handmade Items
If an item is handmade but not personalised, it may be eligible for return under UK consumer law.
Any return eligibility for non‑personalised items will be clearly stated on the relevant product page.
❌ Order Cancellation
• You may cancel your order within 2 hours of payment by contacting us via the site’s contact form.
• If creation of your item has already begun, cancellation may not be possible.
• If cancellation cannot be completed, you may refuse delivery and the item will be treated as a return (if eligible under the product’s return rules).
📦 Change‑of‑Mind Returns (Non‑Personalised Items Only)
Change‑of‑mind returns apply only to non‑personalised items.
• Must be requested within 14 days of receiving the item.
• Items must be unused, in original packaging, and in resaleable condition.
• Return postage is the customer’s responsibility.
• Contact us via the contact form to request a return and receive the return address.
🛠️ Faulty Goods (Handmade & Personalised Items Included)
If your item arrives faulty or damaged, we will put it right.
• Faults must be reported within 14 days of delivery.
• If the item is confirmed faulty, we will provide a prepaid return label.
• If no fault is found, return postage will be the customer’s responsibility.
• For postal damage claims, photographic evidence must be provided within 3 working days of delivery.
This applies to all items, including personalised and made‑to‑order products.
đź’ł Refunds
• Refunds are issued once returned items are received and inspected.
• We may deduct for any loss in value caused by handling beyond what is reasonable.
• Refunds are made using the original payment method.
• Delivery upgrades or non‑standard shipping costs are not refundable.
đź“… Refund Timing
• Refunds are processed within 14 days of receiving returned goods or proof of return postage.
• If no goods were supplied (e.g., order cancelled before production), refunds are issued within 14 days of cancellation confirmation.
📬 Contact
All cancellation, return, or refund requests must be submitted via the contact form on our website.
We aim to respond within 5 working days.