Returns and Refunds

Your Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days of receiving the product, for any reason. This is your statutory cooling-off period and it applies to all purchases from vendors on Ocean Hotspot.

Some products are exempt from the 14-day cancellation right, including:

• Items made to your specification or clearly personalised
• Sealed goods that have been opened and cannot be returned for hygiene or safety reasons
• Goods that deteriorate or expire rapidly

If an exemption applies, the vendor must state this clearly on the product listing.

How Your Payment Is Protected

All payments on Ocean Hotspot are processed securely via Stripe. We are building an enhanced buyer protection system with payment holding and verified delivery confirmation, launching soon.

If something goes wrong with your order, our dispute resolution process is designed to protect you.

Returning a Product

To return a product, go to your orders page and select the order you want to return. Choose your reason: changed your mind (within 14 days), product not as described, product arrived damaged, or product did not arrive. Follow the instructions.

For "changed your mind" returns, you are responsible for return shipping costs. For products that are not as described or arrived damaged, the vendor is responsible for return shipping.

Once the vendor confirms receipt of the returned product, or once we have reviewed the evidence for a dispute, we will process your refund.

Refund Timescales

Refunds are processed back to your original payment method. Once a refund is approved, it typically takes 5 to 10 business days to appear in your account, depending on your bank or card provider.

Products Not As Described

If a product is significantly different from the listing, including incorrect specifications, missing components, or materially different condition from what was described, you may return it at the vendor's expense for a full refund. Contact the vendor first through the Platform messaging system. If you cannot resolve it directly, raise a dispute and we will review the evidence from both sides.

Products That Did Not Arrive

If your product does not arrive within the estimated delivery window, contact the vendor through the Platform. If the vendor cannot resolve the issue, raise a dispute. If the product cannot be located or redelivered, you will receive a full refund.

Damaged Products

If a product arrives damaged, photograph the damage and the packaging before contacting the vendor. This evidence is essential if a dispute is raised. Damaged products can be returned at the vendor's expense for a full refund or replacement, subject to vendor stock availability.

Disputes

If you cannot resolve a return or refund directly with the vendor, raise a dispute through the Platform. We will review the evidence from both parties and make a decision. Our dispute resolution aims to be fair and prompt. While our decision on refunds is final within the Platform, this does not affect your statutory rights.

For Vendors

Vendors may set their own returns policies that are more generous than the minimums described here, but never less generous. Any returns policy stated on a vendor's showroom or product listing must comply with UK consumer protection law.

Vendors are expected to respond to return requests within 48 hours and to process refunds promptly once a return is received and inspected.

Contact

If you need help with a return or refund: oceanhotspotservices@gmail.com