Returns Policy

Return Policy Overview: Understanding the Criteria for Returns and Exchanges

At Cox & Cox, we strive to ensure a smooth and hassle-free shopping experience for our customers. To maintain the quality and integrity of our products and services, we have established clear return criteria. It's important to familiarize yourself with these conditions to ensure that your return or exchange request is processed smoothly. Below is a breakdown of our return policy:

1. Inspection Upon Delivery

Upon receiving your delivery, we highly recommend inspecting both the packaging and the item immediately. If you notice any visible signs of damage, you are required to sign the delivery note as "damaged." Failure to report damage within the specified time frame may result in the item no longer being eligible for return.

Timeframe for Reporting Damage: All damages must be reported within 48 hours of delivery.

2. Return Eligibility Based on Delivery Date

We understand that sometimes returns are necessary. However, to maintain the integrity of our products and services, we only accept returns within specific time frames.

• Standard Returns: Items can be returned within 28 days of the delivery date. After this period, we regret that we are unable to accept returns.

3. Return Dropship items

• Dropship Items: If the item was delivered directly from the manufacturer (drop-shipped), the item can be returned under 14 days of delivery.

4. Faulty Items

If you receive an item that is faulty or has a manufacturing defect (not caused by damage during delivery or misuse), we will be happy to assist you with a return or exchange.

Inspection for Faults: You are required to inspect the item for faults within 14 days of delivery. If a manufacturing fault is found, the item is eligible for return or exchange within this 14-dayperiod.

5. Installed or Altered Items

Items that have been altered or installed in any way are no longer eligible for a return. This includes any assembly, installation, or use that affects the item’s original condition. Once an item has been installed or altered, the return is no longer valid.

6. Packaging Condition

To ensure that returned items are processed efficiently, it’s essential that the original packaging is returned in good condition.

This helps protect the item during transit and ensures that it can be resold if necessary.

• Original Packaging: Returns must include the original packaging in its original condition. If the packaging is damaged, altered, or disposed of, the return may be rejected.
• Alterations to Packaging: Customers should not use coloured tape, write on the packaging, or damage it in any way.
• If the item is returned without the original packaging, it may qualify for a credit note at Cox & Cox's discretion, provided the item is still in a resalable condition.

7. Made-to-Order Items

For customers purchasing made-to-order items, please be aware of the following:

• MTO cannot be cancelled once the order is placed. 
• If the customer wishes to cancel the order after it has been fulfilled, for any reason such as the item not fitting through the door, a 30% charge of the item's cost will apply, along with the nonrefundable delivery fee. 
• If the customer's item is delivered damaged or have manufacturing fault they can request refund within 21 days. 
• Outside 21 days there is no returns and we can provide with a replacement or repair.

8. Submitting a Return Request

Kindly fill up the form to submit a return request here.

If you need any assistance with your return or have any questions regarding the process, our customer support team is always here to help. 

Feel free to reach out to us at info@coxandcox.co.uk whenever you need guidance or support.