Refund & Returns Policy

Returns and Refunds

We want you to feel confident ordering from Gentle Baby. If you change your mind, please contact us through our Contact page within 14 days of receiving your order.

After you tell us you want to cancel, you normally have a further 14 days to send eligible items back. Items should be returned in the condition in which they were received, with all parts, accessories, instructions and original packaging where reasonably possible.

Hygiene products

Our nasal-care products are intended for personal hygiene use. Where an item is supplied sealed and is not suitable for return for health-protection or hygiene reasons, the right to cancel may be lost once that seal has been broken after delivery. This does not affect your rights if an item is faulty, damaged, unsafe or not as described.

Faulty, damaged or incorrect items

If your order arrives damaged, defective, incomplete or different from what you ordered, contact us as soon as possible and include your order number and clear photos where helpful. We will review the issue and arrange an appropriate remedy in line with your statutory rights.

Return shipping

For change-of-mind returns, the customer is responsible for return shipping unless we agree otherwise. If the item is faulty, damaged or incorrect, we will provide appropriate return instructions and will not require you to bear reasonable return costs where the law requires us to cover them.

Refund timing

For eligible cancellations, refunds are issued to the original payment method. Where goods must be returned, we will normally process the refund within 14 days after we receive the returned goods or evidence that they were sent back, whichever applies under applicable law. Where required, the refund will include the standard outbound delivery charge originally paid, but not any extra amount paid for an upgraded delivery option.

Nothing in this policy limits any mandatory consumer rights that apply to you.