Cox & Cox Mail Order Ltd

Orderline 8am – 8pm
  0330 333 2123
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Damaged/Faulty Goods

Please ensure that you check your Custom Made furniture on receipt, as faulty or damaged items must be reported within 8 working days of receiving the goods, or within 30 days should the fault develop after receipt.

If your goods are faulty we will rectify the fault by either repairing the fault or by supplying you with replacement parts that remedy the fault.

If it’s not possible to repair or replace parts only, we will issue either a full replacement or a full refund.

This does not apply to faults caused by wear and tear, damage, accident, neglect or misuse. In the event that a fault has occurred due to wear and tear, damage, misuse, neglect, repair or modification by the customer we are not obliged to cover carriage charges (to the extent that the goods have been returned to us) or offer a repair or replacement/refund.

You will need to send us a picture of the damaged / faulty item prior, so we can assess the issue and provide you with the best resolution.

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.

We may send a third party to your property to inspect the item and issue a repair if appropriate and possible.

Please note, under the Consumer Rights Act 2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a repair, replacement or a refund.

We cannot be held responsible for items that are damaged due to the result of normal wear and tear, damage, misuse, neglect, repair or modification made by the customer.

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.

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