Last updated: October 2026

At Ebb & Flow Kids, we want you to be happy with every purchase. If something isn’t quite right, we’re here to help.

Our online shop has now permanently closed, and all new purchases take place at our physical shop in Tenby.

This policy explains how returns and refunds are handled for in-store purchases, faulty items and previous online orders.

1. Returning Items Purchased In-Store

If you’ve purchased something from our Tenby shop and would like to return it, please get in touch or visit us in-store.

For items that are not faulty, such as an unwanted gift or something you’ve changed your mind about, returns and exchanges are subject to any additional returns policy offered at the time of purchase.

We may be able to help with an exchange, store credit or refund, depending on the circumstances, but these are not automatically guaranteed for change-of-mind purchases.

Please bring your item and proof of purchase so we can assist you.

Your statutory rights relating to faulty goods are unaffected.

2. Faulty or Damaged Items

We take care when selecting our products, but occasionally something may not be quite right.

If an item you’ve purchased is faulty, damaged, not as described or not fit for purpose, please contact us or visit our shop.

Under the Consumer Rights Act 2015, customers have legal rights when goods do not meet the required standards.

These include:

• Within 30 days of receiving faulty goods: You will generally have the right to reject the item and receive a full refund.

• After 30 days: You will normally have the right to request a repair or replacement in the first instance, subject to the applicable legal requirements.

• If a repair or replacement is unsuccessful or cannot reasonably be provided: You may be entitled to a refund or price reduction.

Your rights may continue beyond these periods, depending on the circumstances.

We may ask for proof of purchase, such as a receipt, bank statement or other suitable evidence.

You do not need the original packaging to exercise your statutory rights for faulty goods.

Where required by law, we will also cover reasonable return costs associated with faulty goods.

3. Returns of Sale Items

Items purchased during a sale or promotion have the same statutory consumer rights as full-priced items.

If a sale item is faulty, not as described or not fit for purpose, we’ll help resolve the issue in accordance with consumer protection law.

For non-faulty sale items, any change-of-mind return is subject to the returns terms communicated at the time of purchase.

4. Previous Online Purchases

Although our online shop has permanently closed, we’re still here to support customers who previously ordered through our website.

If you have a question about an earlier purchase, return, refund or faulty product, please contact us by email or through our website contact form.

For qualifying previous online purchases, the Consumer Contracts Regulations 2013 generally provide the right to cancel within 14 days after receiving the goods, without giving a reason.

Once you’ve notified us of cancellation, you normally have a further 14 days to return the goods.

Where a statutory cancellation right applies:

• Refunds include the cost of the returned items and the applicable standard original delivery charge.

• Refunds will be made within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier, unless another statutory rule applies.

• Reasonable deductions may apply if goods have been handled beyond what is necessary to inspect them.

• Return postage responsibilities depend on the information provided when the original purchase was made and applicable consumer law.

Certain goods, such as personalised products and some sealed hygiene items once unsealed, may be excluded from the statutory change-of-mind cancellation right.

These exceptions do not remove your rights if goods are faulty.

Any additional rights provided under the terms applicable when you originally purchased an item remain unaffected by the closure of our online shop.

5. How to Request a Return or Refund

If you need assistance with a return, refund or previous purchase, please contact us at:

Email: returns@ebbandflowkids.co.uk

Alternatively, you can use the contact form on our website.

To help us deal with your enquiry, please provide:

• Your name and contact details

• The item you purchased

• The approximate purchase date

• Your receipt or order number, if available

• A brief description of the issue

Where practical, in-store purchases can be returned directly to our Tenby shop.

For previous online purchases, please contact us to arrange the appropriate return method before sending any items by post.

We will do our best to resolve your enquiry promptly and fairly.

6. Receiving Your Refund

Where a refund is due, we will explain the next steps and process it in accordance with your statutory rights and any applicable returns policy.

Refunds will normally be issued using the original payment method, where available and appropriate. If this is not possible, we will discuss an alternative arrangement with you.

The time it takes for a refund to appear in your account may depend on your bank or payment provider.

If you are concerned about a delayed refund, please contact us.

7. Gifts and Exchanges

If you’ve received an item as a gift and would like to exchange it, please contact us or visit the shop.

For non-faulty gifts, exchanges or store credit may be available at our discretion or under any applicable returns policy.

Refunds for gift purchases are normally handled with the original purchaser, unless otherwise agreed.

If the item is faulty, the purchaser’s statutory consumer rights remain unaffected.

8. Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts Regulations 2013.

These rights apply to qualifying purchases regardless of whether the item was purchased at full price or in a sale.

Need Help?

We’re always happy to assist.

Email: returns@ebbandflowkids.co.uk

Visit: Ebb & Flow Kids, Tenby

Online: Use our website contact form.

Whether you purchased something recently in-store or previously through our online shop, please get in touch and we’ll do our best to help.