Cox & Cox Mail Order Ltd

Orderline 8am – 8pm
  0330 333 2123
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What is your Returns Policy?

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


To make Returns easy, please go onto our Return Platform here.

 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. Please contact us via phone or email if this is the case.

 

Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return 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 your full refund and will be making discretionary decision, to only partially refund, provide you with a credit note, or return the item back to you.


 

Larger items:

If you have a large / fragile item which was delivered via our 1 MAN or a 2 MAN delivery service, the goods must be in their original packaging and we will not accept the item back without it and will therefore not be able to arrange a collection via our couriers.

Please note we will not refund 1/2 MAN items returned to us, using an alternative service if the items in NOT in the original packaging.


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. 

 

We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, please allow 3 to 10 working days from the day of receipt in our Warehouse for your returns to be processed. 

 

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email. You will receive a Refund Email Confirmation as soon as the refund has been issued.

 

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Cox & Cox discretion. 

 

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know 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 whole order to us, at your own expense if you have already received it. Once we receive the whole 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 whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have 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 which are 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. 

 

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.


If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we 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 textile (beddings, cushions, towels, etc...), door mats, candles, or of 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 appropriate product page).



DAMAGED & FAULTY GOODS
Please 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 prior to any refund or replacement being 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 this in the original packaging and send us a photograph before we can arrange a free return.


Please note, under the Consumer Rights Act 2015, 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 for something that was the result of normal wear and tear.

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