Cox & Cox Mail Order Ltd

Orderline 8am – 8pm
  0330 333 2123
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Refunds / Replacement

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse.

We will inspect the returned item and will notify you of your refund or replacement via email.

This is usually done within 10 working days of receiving your return into our Warehouse.

During busy periods, please allow up to 21 working days for your return to be received and processed.

Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.)

Please contact our Customer Service team on 0330 333 2123 for the payment of the collection. If you wish to receive a replacement, the new item will be despatched once the original product has been received in our Warehouse.

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.

For all fragile, large & heavy items delivered by our couriers ARROW XL or Ash Logistics, please make sure to fully check the product and/or check that you are fully satisfied with it and that's it's suitable, before asking our courier to remove the packaging, as we will be unable to send you spare packaging and we cannot accept any large items to be returned without their packaging.

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.

Please note, under the Consumer Rights Act 2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund. After six months of ownership, it's up to the customer to prove that the problem was there when they received the product and that the fault was not down to ordinary wear and tear, or damage the customer caused, and that the product (or a component) should have lasted longer than it did.

We cannot be held responsible for items that are damaged due to the result of normal wear and tear.

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, an exchange or a refund.

For electrical items, there may be extended guarantee through the manufacturer- please refer to original product packaging for more information.

Returning an item
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. Please note we may refuse to refund your item(s) if not in the original packaging.

Please ensure that you include the RETURN FORM within the parcel.

Returns can take up to 10 working days to be processed. During busy periods, please allow up to 21 working days for your return to be received and processed.

We cannot accept responsibility for packages that never reach us.

Please visit our Return page for more info on how to return an item.

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