What happens if I receive a faulty item?

Checking and Reporting Faulty or Damaged Items

Please ensure you check all items upon receipt. Faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days if the fault develops after receipt.

Reporting Process

1. Photographic Evidence: 
   • You will need to send us a picture of the damaged or faulty item before any refund or replacement can be issued. 
   • If you cannot send us pictures, you will need to return the item at your own expense. We will inspect the item, and if the damage or fault is confirmed, we will refund your return cost (up to the collection cost we would charge) and issue a replacement (if in stock) or a refund.
2. Inspection and Resolution:
   • Once we receive the pictures or inspect the returned item, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, repair, or refund.
3. Consumer Rights Act 2015:
   • Under the Consumer Rights Act 2015, if a manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement or a refund.

Exclusions

We cannot be held responsible for items damaged due to normal wear and tear.

Incorrect or Faulty Items

In the unlikely event that the wrong item has been sent to you or your item has arrived faulty or damaged, please contact us:

Phone: 0330 333 2123

Email: customerqueries@coxandcox.co.uk

Portal: https://coxandcox.freshdesk.com/support/tickets/new

Include a picture of the damaged or incorrect item so we can arrange a free return or collection for you.

Care Instructions and Product Variations

Please make sure to read all care instructions on the “Size & Info” section of the product page, as well as any disclaimers regarding product variations due to their handmade nature.