Returns & Shipping

Last Updated: 9 August 2025

Return Policy (30 Days)

We want you to love your Oceona purchase. If something’s not right, you can return eligible items within 30 days of delivery.

Eligibility

  • Return window: 30 calendar days starting from the date your order shows as delivered.
  • Condition: Items must be in like-new condition with all original parts, manuals, and packaging. Normal test-fit is okay. Excessive wear, missing parts, or misuse may reduce or deny refunds.
  • Product type:
    • Showerheads / faucet heads: returnable within 30 days (all components must be included).
    • Filter cartridges / consumables: returnable only if unopened and in original sealed packaging, except where defective on arrival.
  • Proof of purchase is required (order number or receipt).

Damaged on Arrival (DOA) & Technical Defects

If your item arrives damaged or has a technical defect, we’ll make it right. Contact us within 7 days of delivery with photos/video of the issue and the shipping label/carton if damaged in transit. We will offer a free replacement or a full refund and cover the return shipping.

Exclusions

  • Final sale, clearance, or gift cards (if applicable) are non-returnable.
  • Damage from improper installation, alteration, or non-household/industrial use.
  • Items returned past the 30-day window without prior authorization.

How to Start a Return

  1. Email support@oceona.com with subject “Return Request” and include your order number, reason, and supporting photos/video if damaged/defective.
  2. We’ll reply with an RMA (Return Merchandise Authorization) and instructions. Returns without an RMA may be refused.
  3. Pack all items securely. Include all parts, manuals, and accessories.
  4. Ship using the label we provide (for defective/damaged) or your chosen trackable service (for change-of-mind returns).

Return Shipping Costs

  • Damaged/Defective: Oceona covers return shipping.
  • Change-of-mind: Customer pays return shipping (rates vary by country/region and carrier).
  • Original outbound shipping fees (if any) are non-refundable.

Shipping Policy

We aim to get your order to you as quickly and safely as possible.

Order Processing

  • Processing time: Orders are prepared for dispatch within 2–3 business days after payment confirmation.
  • Cut-off time: Orders placed after 1:00 PM GMT are processed the next business day.
  • Business days: Monday–Friday (excluding UK public holidays).

Transit Times

  • Standard delivery: typically 7–14 business days from dispatch, depending on destination and carrier service levels.
  • Remote regions or unforeseen carrier delays (weather, customs) may extend delivery times.

Shipping Methods & Tracking

  • Carriers are selected based on destination, reliability, and speed.
  • You’ll receive a shipping confirmation email with a tracking link as soon as your order ships.
  • Orders may arrive in multiple parcels at no extra cost if items ship from different facilities.

Shipping Costs

  • Rates vary by country/region, package weight/volume, and selected service. Exact costs are shown at checkout.
  • Distant/remote areas may incur carrier surcharges reflected at checkout.
  • (Optional) Free standard shipping threshold can be configured in your store settings.

Customs, Duties & Taxes (International)

International shipments may be subject to import duties, taxes, and fees, which are the responsibility of the recipient. We cannot control customs processes; delays may occur.

Address Changes & Delivery Issues

  • Address changes can be made before dispatch by contacting support@oceona.com.
  • If the carrier marks an order as delivered but you didn’t receive it, check with household members/neighbours and your local depot. Then contact us within 7 days of the delivery scan.
  • Undeliverable/returned-to-sender parcels due to incorrect addresses may incur re-shipping charges.

Pre-Orders & Backorders

Estimated ship dates are shown at checkout/email. We’ll notify you if timelines change. Orders with in-stock and pre-order items may ship separately.

Force Majeure & Carrier Responsibility

We’re not liable for delays outside our reasonable control (weather events, strikes, customs holds, etc.). Once handed to the carrier, risk passes in accordance with our Terms; however, we’ll always assist with claims when issues arise.