Terms of Service

Terms of Service

These Terms of Service apply when you use the Gentle Baby online store or purchase products from us. By placing an order, you agree to these terms. Nothing in these terms removes or reduces any mandatory consumer rights that apply to you.

1. Store use

You may use this store only for lawful purposes. You must not misuse the website, interfere with its operation, attempt unauthorised access, or use it in a way that could harm the store or other users.

2. Orders

Submitting an order does not guarantee acceptance. We may decline or cancel an order where reasonably necessary, including in cases of suspected fraud, pricing or stock errors, payment problems, or where a product cannot be supplied. If we cancel an order after payment has been taken, we will issue an appropriate refund.

3. Prices and payment

Prices shown to UK customers may be displayed in GBP. The final price, any applicable taxes and any shipping charges will be shown before you complete checkout. Payment must be made using a payment method offered at checkout.

4. Product information

We try to keep product descriptions, images and pricing accurate. Small differences in colour, packaging or presentation can occur due to screen settings or supplier packaging updates. These differences do not affect your legal rights where goods are faulty or not as described.

5. Baby nasal-care products

Our nasal-care products are intended for nasal mucus removal and general baby-care use only. They are not a substitute for medical diagnosis or treatment. Always follow the instructions supplied with the product, use age-appropriate care, and stop use if your child experiences discomfort. Seek medical advice if you are concerned about your child's symptoms or breathing.

6. Delivery

Delivery information and estimated timeframes are set out in our Shipping Policy. Estimates are not guarantees, but we will meet our obligations under applicable consumer law.

7. Returns and refunds

Returns, cancellations and refunds are handled under our Refund Policy and applicable consumer law. Hygiene-related restrictions may apply to sealed products once opened, but these restrictions do not remove rights relating to faulty, damaged or misdescribed goods.

8. Intellectual property

The Gentle Baby name, store design, written content and other original store materials may not be copied, reproduced or used commercially without permission, except where permitted by law.

9. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence or rights relating to faulty or misdescribed goods. Subject to those rights, we are not responsible for losses that were not reasonably foreseeable or that result from misuse of a product contrary to its instructions.

10. Changes to these terms

We may update these terms from time to time. The version that applies to an order is the version available when that order is placed, unless the law requires otherwise.

11. Contact

If you have a question about an order or these terms, please contact us through the Contact page on our store.