Returns Policy

Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging, along with the completed returns slip.

You are responsible for the cost of returning your item(s) to us unless you received a faulty, damaged, or incorrectly dispatched item. In such cases, please contact us via phone or email. If you are returning a faulty or damaged item, you must repackage it in the original packaging and send us a photograph before we can arrange a free return.

Customers are responsible for arranging their own return via a courier of their choice to the address below. We advise using a tracked service for the return. Items need to be returned in their original packaging or a suitable alternative.

If you wish to return a larger or 2-Man item, please call our Customer Service team on 0330 333 2123 to make payment, and the team will be happy to arrange the collection for you.

Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse, ensure your return is packaged to prevent any damage to the items or boxes.

If the item is damaged on its way back to us due to poor packaging, we will not be able to issue a full refund. We will make a discretionary decision to either partially refund, provide you with a credit note, or return the item to you.

Larger Items:
If you have a large or fragile item delivered via our 1 MAN or 2 MAN delivery service, the goods must be in their original packaging. We will not accept the item back without its original packaging and, therefore, will not be able to arrange a collection via our couriers.

Please note that we will not refund 1 MAN or 2 MAN items returned to us using an alternative service if the items are not in the original packaging

Returns Outside the 28-Day Time Frame

If an undamaged item is returned to us outside of the 28-day time frame, a credit note valid for 1 year will be issued at the discretion of Cox & Cox.

Refund and Replacement Process

• Upon receiving and inspecting the returned item, we will notify you of your refund or replacement status via email.
• Returns are processed within 5 to 10 working days from the day of receipt in our warehouse.
• Refunds will be issued using the original payment method. If this is not possible, we will contact you via phone or email. You will receive a refund confirmation email once the refund has been processed.

Condition of Returned Goods

• Returned goods found to be used, damaged, marked, or scratched will not be refunded or exchanged and will be returned to you.
• If an item is not properly packaged and is damaged in transit back to us, we may issue a partial refund via credit note at our discretion.

Cancelling Your Order

• If you wish to cancel your entire order and return it to us under the Distance Selling Regulations, you must notify us within 14 working days of receiving your parcel. Please call our Customer Service team on 0330 333 2123 or inform us via email at customerqueries@coxandcox.co.uk. You will then need to return the entire order to us at your own expense if you have already received it. Once we receive the entire order back, we will issue a full refund via your original method of payment.
• If the goods were delivered to a destination within the European Union, if you cancel your entire order within 14 days after the day you receive your goods, we will refund the standard delivery cost. If you paid for an upgraded delivery, we will only refund the cost of standard delivery.
• We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service not arranged via our Customer Service team.
• Postage charges for returned products are the full responsibility of the purchaser and are non-refundable by Cox & Cox.

Care Instructions

• Please read all care instructions on the “Size & Info” section on a product page and any disclaimers on product variation due to their organic nature.
• If an item is not cared for as per our guidelines and recommendations and is damaged as a result, we cannot be responsible and will not be able to issue a replacement or a refund.

Items That Cannot Be Returned

We cannot accept returns of washed and/or used textiles (beddings, cushions, towels, etc.), door mats, candles, or products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan (bulb lifespan hours as stated in the “Size & Info” tab on the appropriate product page).

Damaged & Faulty Goods

• Ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.
• You will need to send us a picture of the damaged/faulty item before any refund or replacement is issued. If you cannot send us pictures of the damage/fault, you will need to return the item to us at your own expense. We will then inspect the item, and if our inspection confirms the damage/fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in stock) or a refund as appropriate.
• Once we have received pictures of the damage/fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair, or a refund.
• If you are returning a faulty/damaged item to us, you must repackage it in the original packaging and send us a photograph before we can arrange a free return.
• Under the Consumer Rights Act 2015, if any manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement or a refund.
• We cannot be held responsible for items that are damaged due to normal wear and tear.