Give it 30 days.
If the view is not right, send it back.
Babies have opinions of their own. We cannot promise a particular reaction, but we can promise you will not be stuck with a mobile that does not hold their attention or feel right in your nursery.
The First Gaze Guarantee
Safely install the mobile, let your child experience the view and decide as a family. If it is not right, tell us within 30 calendar days of delivery.
It simply is not working for your family.
- The mobile does not hold your child’s attention after safe setup
- You are unhappy with its look, movement or feel in the nursery
- It is a standard, non personalised mobile bought directly from Aven & Oak
- You contact us within 30 days and return every component
It has reached the end of its useful stage.
- Your child previously enjoyed it and has simply grown out of baby mobiles
- Damage caused by incorrect installation, pulling, handling or unsuitable care
- Missing shapes, fittings, packaging or other supplied components
- Personalised or made to order pieces, unless they are faulty
The important bit: this guarantee is extra reassurance from Aven & Oak. It never replaces or reduces your statutory rights when something is faulty, damaged, not as described or otherwise fails to meet the legal standard.
Tell us. Pack it. Send it. Get refunded.
- 01
Contact our family team
Tell us within 30 days of delivery. Include your order number and the mobile you want to return.
- 02
Pack every component
Take the mobile down safely and return it clean, complete and without damage beyond careful installation and viewing.
- 03
Use our tracked label
For eligible UK guarantee returns, we send a prepaid tracked return label and clear packing instructions.
- 04
Receive your refund
We refund the eligible amount to the original payment method within 14 days after the return reaches us.
The guarantee sits on top of UK consumer law.
For most standard online orders, you can tell us you have changed your mind within 14 days of delivery, then return the item within the following 14 days. Personalised or made to order items can be excluded unless faulty.
Contact us promptly. Faulty goods have separate legal remedies, including the short term right to reject in appropriate cases. We pay reasonable return costs for goods accepted as faulty.
Where the legal cancellation right applies, the standard outbound delivery charge is refunded. A deduction may be made only where handling goes beyond what would reasonably be allowed in a shop and reduces the item’s value.
Questions before you send anything.
Yes, under the First Gaze Guarantee, provided you contact us within the guarantee period and the mobile is clean, complete and undamaged beyond careful setup and viewing.
For an eligible UK return under our guarantee, Aven & Oak provides a prepaid tracked return label. Different arrangements may apply outside the UK.
We refund the returned product price. When the whole order is returned, we also refund the original standard delivery charge. Premium delivery upgrades are not refunded beyond the standard delivery amount.
The guarantee is for deciding whether the mobile is right, not for returning one after it has been enjoyed and naturally outgrown. Your statutory rights still apply if there is a fault.
Contact us as soon as possible with your order number and photographs. Faulty, damaged or incorrectly supplied goods are handled under your legal rights, separately from this voluntary guarantee.
Personalised and made to order mobiles are not covered for a change of mind or by the First Gaze Guarantee. This does not affect your rights if the item is faulty, damaged or not as described.
Not right for your family? Tell a real person.
Send your order number and a short note. We will confirm the next step clearly.
Start a return