Shipping

We currently ship physical products and tool kits within the UK.

Orders are usually processed within 2–3 working days. Delivery times may vary depending on the courier, stock availability, and your location.

Once your order has been dispatched, you may receive tracking information where available.

Note: Please ensure your delivery address is correct when placing your order. We are not responsible for delays or failed deliveries caused by incorrect or incomplete address details.

Shipping Costs

Shipping costs will be shown at checkout before you complete your order.

For larger or heavier items, such as product bundles or equipment kits, delivery charges may vary depending on weight and courier pricing.

Damaged or Missing Items

Please check your order as soon as it arrives. If an item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery at sayhello@ovenloving.co.uk.

Please include in your email:

• Your order number
• Photos of the damaged or incorrect item
• Photos of the packaging, where possible

We will review the issue and arrange a suitable solution, which may include a replacement, refund, or partial refund.

Returns

Physical Products

You may return unused physical products within 14 days of receiving your order, provided they are:

• Unused
• Unopened where applicable
• In their original packaging
• In a resaleable condition

Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.

Once we receive and inspect the returned item, we will notify you whether your refund has been approved. Approved refunds will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Non-Returnable Items

For hygiene, safety, and product integrity reasons, we cannot accept returns on:

• Used cleaning products
• Opened liquid products
• Used tools or equipment
• Items damaged after delivery
• Digital products or course access once accessed

Faulty Products

If a product is faulty, please contact us as soon as possible with details and photos. Your statutory rights are not affected.

Online Courses & Digital Content

Our online courses are digital products delivered through online access.

Once course access has been provided, downloaded, streamed, or accessed, refunds are generally not available unless required by law. By purchasing an online course, you acknowledge that digital content access may begin immediately after purchase.

If you experience a technical issue accessing your course, please contact us and we will do our best to resolve the problem.

Course Refunds

Refunds for online courses may be considered only where:

• You have not accessed the course content
• Access has not yet been provided
• There has been a technical issue we cannot resolve
• A refund is required under applicable consumer law

We do not offer refunds where a customer has accessed the course and later changes their mind.

Incorrect Orders

If you receive the wrong item, please contact us within 48 hours of delivery. We may ask you to return the incorrect item before sending a replacement. If the mistake was ours, we will cover reasonable return postage costs.

Cancellations

If you wish to cancel an order for physical products, please contact us as soon as possible. If the order has not yet been dispatched, we may be able to cancel it and issue a refund. If the order has already been dispatched, you will need to follow the returns process above.

For online courses, cancellation rights may be limited once digital access has started.

Customer Responsibility

It is the customer’s responsibility to ensure that any products, tools, or training purchased are suitable for their intended use.

Cleaning tools and products must be used carefully, safely, and in accordance with any instructions provided. We are not responsible for damage caused by misuse, incorrect application, lack of care, or failure to follow guidance.