Return & Refund Policy

30-Day Return Policy

You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition as received, unused and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us. If accepted, we'll provide instructions on how and where to send your package. Items sent back without prior return request will not be accepted.

Non-Returnable & Non-Exchangeable Items

Made-to-order or custom-made items cannot be returned, exchanged, or refunded. Deposits are non-refundable. Goods specially made-to-order in a specific finish, size or colour per your specifications cannot be returned. This complies with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013. These items are clearly labelled on the product page. If your order is damaged or defective, a replacement will be manufactured and delivered as soon as possible.

Placing Orders

Only place your order if you are certain the item and finish are right for your needs, as changes cannot be made after production begins. Ensure the item fits through doorways, stairwells, and the intended area. Cox & Finch is not responsible for access issues within your property.

Right of Withdrawal

Consumers have the right to return the order within 14 days of receiving it if the product is not as described, damaged, or defective. This right applies only if the product and its original packaging can be returned in the same condition as received. To initiate a return, contact us by email with a clear description and images of the issue. Returns for unwanted products are not accepted.

Any courier damages or incorrect deliveries should be reported by email with clear digital images within three days of receiving the goods. Return costs are the customer’s responsibility. Upon receipt, Cox & Finch will inspect the goods to verify any damages. If damaged during transport, we will inform you within five working days for you to make a timely complaint against the carrier and get a refund (if insured). The product will be made available for return, cancelling the withdrawal request. Cox & Finch is not responsible for damage or loss of goods returned by uninsured shipments.

The right of withdrawal does not apply to made-to-order or custom-made items.

Cancellations

Cancellation of standard items is not accepted once the order has been placed, unless you have ordered by mistake and need the order changed.

Made-to-order and custom-made items can only be cancelled or modified within three days of placing the order. After that, production is presumed to have commenced, and changes are no longer possible. Ensure the specifications meet your requirements exactly.

Cancellation and refund of made-to-order and custom-made items are only possible if your order is not delivered before the 30th calendar week.

To return a standard product without specified finish options, contact us within 14 days of receiving your order. Items must be returned within 14 days of cancellation to receive a refund. Unwanted items returned will incur a 10% restocking fee. The product must be in new, unused condition with all original packaging and tags attached. Repackage the item carefully for transit, as insurance for transit is the buyer’s responsibility.

Damaged or Faulty Standard Goods

If items are damaged during shipping, send us pictures and a description of the damages within 48 hours of receiving the item. Inspect all merchandise carefully upon delivery before signing the "Proof of Delivery" receipt. If you cannot fully inspect the merchandise upon delivery, declare it as damaged on the Proof of Delivery before signing. Keep all original packaging and inserts. Damaged products can only be resolved with replacement unless otherwise advised.

Damaged or Faulty Made-to-Order Items

If a made-to-order item is received damaged or defective, it will be repaired locally, or replacement products or parts will be arranged at no cost, provided you inform the courier upon delivery and keep all packaging for claims. Unpack and inspect your purchases immediately upon receipt, as no claim for replacement due to delivery damage or defect can be made after three days. Claims must be made by email with photographic evidence. For EU/US countries, issues will be dealt with through financial reimbursement. Warranty is void if the item has been modified from its original condition.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be refunded to your original payment method or as store credit. Please note, it may take 5-10 working days for your bank or credit card company to process the refund.

If you have any questions or concerns, please contact us at support@coxfinch.com