Warranty and Returns
Your purchase from an authorised retailer can be registered with us using the register your
warranty form located here
Current authorised retailers are O&B Oliver&Benson and Neak Products.
By registering your purchase you can know that we have your details already available should you need to contact us about your purchase. Your purchase details will be retained for a period of 365 days only. To register your purchase please provide details of place of purchase, date of purchase and your order ID. Along with your contact name and email address.
If you have a defective product, O&B Oliver&Benson will replace or provide a refund for any issues caused by manufacturer’s defects. This is valid within the first ninety (90) days from date of purchasing directly from O&B Oliver&Benson or on any third party website through which O&B Oliver&Benson or Neak Products is the seller.
O&B Oliver&Benson has an easy, no hassle, 15-day 100% satisfaction guarantee. If you're not entirely satisfied with your purchase, please contact us immediately to discuss any issue you have with your purchase. We will do all we can to make it right for you. If we are not able to make it right you can return it for a full refund within 15 days of purchase. The item must be returned in unused original condition and packaging. Any 15-day 100% satisfaction return will require you to pay the return freight.
After the 90-day guarantee period and the 15-day 100% satisfaction period has concluded O&B Oliver&Benson is under no obligation to offer a full refund.
O&B Oliver&Benson may offer replacements for products with legitimate defects after the 90-day guarantee period. This will be evaluated on an individual case by case basis and replacements will be issued at O&B Oliver&Benson’s discretion.
A valid order ID is required for all returns this includes order number and place of purchase.
Both our warranty and satisfaction policy is valid for the original purchaser only and only for purchases from an authorised retailer - O&B Oliver & Benson and Neak Products.
O&B Oliver&Benson’s warranty covers legitimate product defects and does not cover wear and tear*.(please see further details below)
O&B Oliver&Benson must be provided with a full description of the defect(s) and photographic evidence of the defect(s). The order ID must also be provided.
We are very proud of our O&B Oliver&Benson product. We love it and hope you do too. Please follow these directions if you have any issues or concerns with your purchase.
If you have received a damaged or defective product please notify us as soon as possible or within the warrantied 90-day period which commences from the date of purchase. We can be contacted on .
Please provide the following details;
Your Order ID and the item(s) you are wanting to return along with the reason for the return.
If the return reason is for a damaged or defective item please also provide photographic evidence of the defect.
We will then provide you with further instructions on how your return will be processed.
After we have processed the return we will do one of the following
(1) refund the full amount paid for the item or
(2) ship you a replacement item
RETURN POSTAGE COSTS
The customer is responsible for the cost of shipping the returned product. Products not returned in accordance with the above Return Procedures will be sent back. No replacement or refund will be issued. Returns must be approved before they are returned.
If your item needs to be returned for any of the following reasons a full refund of your return costs on items will be provided if:
you received a damaged item, or
you received a faulty item.
The following defects are covered by our WARRANTY: Please note that some defects require you to notify us immediately when your item is received.
manufacturer’s defects (including but is not limited to):
Broken zippers, zippers that will not open or close properly, zipper pulls that are not attached.
Seams that are not sewn together properly by the factory. ****(Please notify us right away when you get your bag)
Missing parts. (Please notify us right away when you get your bag)
***Please take note that our return policy does not cover any damage incurred during mishandling on the part of the buyer and during the return process. Please ensure that items are returned in packaging that will protect the item from damage / further damage during the return process.
The following issues are NOT covered by our WARRANTY
wear and tear (this includes but is not limited to):
Pulls or scratches on the outside of the bag/fabric from dragging, rubbing, or normal everyday use
Any damage caused by the sun, rain, or other outdoor environmental conditions.
Stains and spills are not covered (Please ensure you wipe up and attend to spills immediately to prevent unnecessary damage)
Changing pads that begin to mildew - we recommend you ensure the change mat is thoroughly dried after washing before storing again.
Damage caused by accidents
Excessive wear and tear of zippers, straps