RETURNS, REFUNDS & EXCHANGE POLICY
HOW TO RETURN AN ITEM:
Returned items must be in there original, unused condition in its origional packaging including box (for protection of the goods), unless there is a manufacturer defect. Return shipping is paid buy the customer and we do not refund the original shipping and/or handling that you paid on the order.
You must return the item within 30-days of its purchase.
OCEANSOURCE Returns Department
Kellys Farm Bell Lane Birdham PO207HY
Include in your package a signed letter stating the reason for your return
Some items cannot be returned once they have been opened.
Merchandise that has been worn, used, or altered will not be accepted for return nor exchange.
All items are subject to a 10% restocking fee; which will be deducted from your refund.
If your clothing item is unused, and in the 'like-new' condition, you may exchange your clothing item for a different size or colour.
You will not be subject to a restocking fee; however you will have to pay the return shipping costs.
Refunded orders are returned to the account that the original payment was made and an email notification of the refund will be sent to the email address on the original order.
PayPal refunds are instant.
Debit Card refunds usually take between 12 to 48 hours.
Credit Card refunds usually take between 48 and 72 hours.
Financial institutions reflection of returned funds may vary.
CUSTOMER COMPLAINTS POLICY
In the unlikely event that you are not completely satisfied, we have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Summary: We want to resolve your complaints as soon as possible. Please contact us as soon as you can in order to resolve any problems you may be having with the service, as soon as possible.
To provide an efficient, fair and structured mechanism for handling complaints.
To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
Quarterly to review our complaints so that we can improve our standard of customer service.
Handling Your Complaint:
Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 5 working business days.
We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
Our aim is to resolve complaints in a timely manner and we will generally aim to resolve a matter within 14 calendar days.
Complex complaints may take longer than this to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
If you have a complaint regarding any aspect of our service we urge you to get in touch via phone or email in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.
After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 7 business days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).
Step Three: When your complaint is resolved, we will confirm this with you within 7 business days.