Refund policy
Returns & Refunds
We hope that you are completely satisfied with your purchase from The Cotswold Eco Company, but if you do have any issues, let us know so we can make it right.
If you change your mind about your purchase once you have received it, we are able to offer a full refund or exchange providing that you notify us in writing within 14 days of delivery. Please contact us and include your order number and name, and we will let you know how to return the product to us. You must then return the item within a further 14 days but you must notify us within the first 14 days.
Products must be returned unused and in the same condition as they were received, or a refund will not be issued. We will require a proof of purchase to complete your return, so please include a copy of the order confirmation in your return package.
Exceptions
There are some items that cannot be returned. For example, perishable goods such as food, gift cards and custom items such as personalised items or special orders. Additionally, personal products are exempt from being returned for hygiene reasons, this includes (but is not limited to) period care, beauty products, and self-care items such as toothbrushes and deodorant. We do not accept returns or offer refunds for natural wear and tear, and we cannot accept returns for products that you find you have sensitivities/allergies to.
Orders purchased with gift vouchers are refunded through voucher amount rather than cash. We are only able to refund to the original purchaser.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
Shipping
To return your product, please contact us and we will advise the best postal return address. Please do not send your purchase back to the manufacturer.
It is recommended that you return any goods by recorded delivery, as we cannot be held responsible for return deliveries that fail to arrive to us. You will also be responsible for any postage costs incurred when returning the goods. Please also note that the original postage cost will not be refunded.
Returns must be packaged in a way that ensures they are not damaged and are in a resaleable condition, items damaged due to poor packaging are your own expense.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and advise when the refund is initiated. Your refund will be issued to your original method of payment. We aim to do this as quickly as possible.
Faulty/Damaged Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will do our best to make sure this is put right. We may require you to send a photograph of any defections or damages.
We reserve the right to refuse a refund if it is believed that damage has occurred because of user error.
Additional Points
If a promotional gift has been included in your order, and a return is made reducing your qualifying total for this gift, the full order must be returned.
When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.
If you originally qualified for free postage but the return of an item takes you under that threshold the cost of delivery will be deducted from your refund.
Orders that have been returned by our delivery carrier because they have been refused, haven’t been collected for, or have an incorrect/incomplete address, once arrived back to us will be refunded minus the original shipping cost.
We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy.