Refund Policy

Last updated: August 3, 2025

At AeroNest, all orders are picked, packed, and shipped directly from our own stock — we do not use third-party dropshipping or external fulfilment warehouses. This means we can offer a straightforward, reliable returns and refund process.

1. Your Right to Cancel (UK Consumer Contracts Regulations)

If you are a consumer shopping from the UK or EU, you have the legal right to cancel your order within 14 days of receiving your item(s), without giving a reason. To exercise this right, contact us within 14 days of delivery at oaklineliving@gmail.com.

Once you have notified us of your cancellation, you must return the item(s) to us within 14 days, in the same condition you received them, unused and with original packaging where possible.

2. Returns Beyond the Statutory Period

We also accept returns within 30 days of delivery for a full refund or exchange, provided the item is unused, in its original packaging, and in resaleable condition. This is in addition to, and does not affect, your statutory rights.

3. Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, or is not what you ordered, please contact us within 30 days of delivery with your order number and photos of the issue. We will arrange a replacement, repair, or full refund (including original delivery cost) at no charge to you, in line with your rights under the UK Consumer Rights Act 2015.

4. Items That Cannot Be Returned

For hygiene and safety reasons, we're unable to accept returns of the following once opened or used:

  • Bath toys and water play items that have been used in water
  • Items marked as final sale or clearance at the time of purchase

This does not affect your rights regarding faulty or damaged items.

5. How to Start a Return

Email us at oaklineliving@gmail.com with your order number and the reason for return. We'll confirm the return address and any next steps. Please do not send items back before receiving confirmation from us.

6. Return Shipping Costs

If you are returning an item because it is faulty, damaged, or incorrect, we will cover the return shipping cost or provide a prepaid label. For all other returns (e.g. change of mind), the customer is responsible for return postage unless otherwise agreed.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the approval status of your refund. Approved refunds are issued to your original payment method within 5–10 business days. Please note it may take additional time for your bank or card provider to process and post the refund.

8. Exchanges

If you'd like a different size, colour, or product instead of a refund, let us know when you contact us — we're happy to arrange an exchange where stock is available, shipped directly from our own inventory.

9. Contact

Questions about a return or refund? Email oaklineliving@gmail.com and we'll be glad to help.