Returns & Refunds Policy

What is your returns policy?

We want you to be happy with your purchase. If something isn’t quite right, returns and refunds are handled in line with our Returns Policy and the Consumer Rights Act 2015.

The way your return is handled depends on whether the item is faulty or being returned due to change of mind or personal preference.

How long do I have to return an item?

Please check your items as soon as possible after delivery.

• Visible damage/ Inspection upon delivery: report within 48 hours 

• Faults on delivery: report within 7 days

• Faults developing later: report within 30 days

• Change of mind returns: request within 30 days of delivery

Reporting issues promptly allows us to resolve them quickly.

What if my item is faulty or damaged?

Under the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose, and as described.

If the item is damaged: 
Upon receiving your delivery, we recommend inspecting both the packaging and the item immediately. If you notice any transit damage we encourage to contact us immediately

Reporting Timeframe: Any damage must be reported within 48 hours of delivery. Failure to report damage within this timeframe may result in the item being ineligible for return.

If the item is faulty: 

If your item is faulty, we may offer a repair, replacement, or refund, depending on the issue.

In some cases, faulty items may not need to be returned. We will advise you if a return or collection is required.

What if my item is installed or altered? 

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

What if I want to return an item because I’ve changed my mind?

Change-of-mind or preference returns include items returned because of:

• Colour

• Size

• Style

• Finish

• Quality perception

• “Not as expected”

These items must be physically returned in unused condition and original packaging.
Items must not be disposed of unless we explicitly advise otherwise.
Change of mind is not limited to the reasons mentioned above. 

How to return a Made-to-Order item? 

For customers purchasing made-to-order (MTO) items, please note that:

• 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.

Do I need the original packaging?

Yes. Items must be returned in their original packaging where possible, particularly large, fragile, or furniture items.
Without appropriate packaging, we may be unable to accept the return.

Do you offer collections for returns?

Collection is available for large or two-person delivery items.
Smaller items should be returned using a suitable tracked courier service.

Collection arrangements and any applicable charges will be confirmed when your return is approved.

When will I receive my refund?

Refunds are processed after returned items are received and checked by our warehouse.

This usually takes up to 10 working days, or up to 21 working days during busy periods.

Refunds cannot be issued before receipt and inspection, except in confirmed fault or damage cases where collection is not required.

How will my refund be issued?

Refunds are always issued to the original method of payment.

If you paid all or part of your order using a gift voucher, that amount will be refunded as a gift voucher and cannot be refunded as cash or card payment.

What if my order was delivered to a concierge or reception?

If your building has a concierge or reception, our courier may deliver your order there.
Once accepted by a concierge or building representative, the order is considered delivered.

Please check with your building management before contacting Customer Care.

What happens if my return is delayed or missing?

If we arranged the return: 

If a return is delayed or missing, we will investigate with the courier and warehouse.
Refunds cannot be issued until the investigation is complete.

If customer arranged the return: 

If a return is delayed or goes missing, the customer will need to raise an investigation directly with the courier they used to return the item. We always recommend using an insured and trackable courier service when returning items, to protect against loss, damage, or delays in transit.

Please note that refunds can only be processed once the returned item has been received at our warehouse.

What if I raise a dispute or chargeback?

If a dispute or chargeback is raised with your payment provider (such as Klarna, Clearpay, or American Express), we are unable to process refunds or collections until the dispute is resolved.

How to submit a return request? 

To start your return, please log in to your account. If you don't have one yet, click here to sign up or log in, (Note: Please use the same email address to register that has been used during order placement.)

If you need assistance or have any questions about the return process, our customer support team is here to help. Feel free to reach out to us at info@coxandcox.co.uk for guidance or support.

For our full Returns Policy, please click here.

Please be advised that for items returned via a courier arranged by yourself, we are unable to process a refund if the item is either not received by us or is damaged during transit. We strongly recommend using an insured courier service to ensure any claims for loss or damage can be addressed directly with the courier.

Please note that any return shipping fees paid by the customer are non-refundable by Cox & Cox.