Refund policy
Returns, Refunds & Store Credit Policy
We want you to feel confident about your purchase. If something isn’t quite right, please contact us at support@totallyozzytots.com, and we’ll help you understand your return options.
Our change-of-mind policy is outlined below, followed by information about faulty, damaged or incorrect products and your consumer rights.
Change-of-Mind Returns
We accept change-of-mind returns on eligible products for store credit, provided you contact us within 10 business days of the date of purchase.
To qualify, products must be unused and unopened, in their original condition and packaging, with any original seals intact. All accompanying tags, accessories and components must also be included.
The 10-business-day period is the deadline for initiating your return request. Our team will provide instructions for sending the product back once we have reviewed your request.
These conditions apply only to change-of-mind returns.
Products Excluded from Change-of-Mind Returns
For hygiene reasons and due to the nature of these products, we do not accept change-of-mind returns on:
- Diapers, including disposable diapers, cloth diapers, inserts and panel stickers.
- Pacifiers and additional nipples or teats.
- Sippy cups, bottles and food pouches.
These exclusions apply even when the products are unused or unopened.
Proof of Purchase
Please provide proof that the product was purchased from Totally Ozzy Tots. This may be a receipt, order confirmation or another reasonable form of proof of purchase.
If you cannot locate your receipt or confirmation email, contact us with the details you have available.
How to Request a Return
Email support@totallyozzytots.com with your name, order number or other proof of purchase, the product you wish to return and the reason for your request.
For a faulty, damaged or incorrect product, please also describe the issue and include photographs where practical to help us assess it.
Please contact us before posting your return so we can provide the correct return address and instructions. Pack the product securely to protect it during transit. We recommend using a tracked postal service and keeping your postage receipt until your return has been resolved.
Return Shipping Costs
For change-of-mind returns, you are responsible for the cost of sending the product back to Totally Ozzy Tots. Original delivery charges are not included in the store credit issued for a change-of-mind return.
For a confirmed product fault covered by consumer guarantees, we will cover reasonable return postage or transport costs. Please retain your receipts so we can reimburse eligible expenses.
If we have sent you the wrong product, we will arrange and pay for its return.
Assessment and Store Credit
Once we receive your change-of-mind return, we will inspect the product and notify you by email of the outcome.
If your return meets the eligibility requirements, we will issue store credit equal to the amount paid for the returned product, taking into account any discounts applied at purchase. We will provide instructions on how to redeem your credit.
If the return does not meet our change-of-mind conditions, we will explain why and discuss the next steps with you.
Store credit has no expiry date and can be used towards future purchases on the Totally Ozzy Tots website. Gift cards can also be used for purchases on our website, subject to their applicable terms.
Our store-credit-only approach applies to change-of-mind returns.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, is incorrect or develops a fault, please contact support@totallyozzytots.com when you become aware of the issue.
We will review the information you provide and may need to inspect the product before determining the appropriate solution.