Return & Refund Policy
This Return & Refund Policy applies to purchases of women’s swimwear, women’s sweatshirts, women’s sportswear, and other products sold by Cotsmere. It explains the conditions under which customers may request a return, exchange where applicable, or refund.
1. Right to Cancel
Customers purchasing goods online may have the right to cancel their order in accordance with applicable UK consumer protection law.
Where the statutory right to cancel applies, customers should notify us of their decision to cancel within 14 days from the day on which they, or a person nominated by them other than the delivery carrier, receive the goods.
To exercise the right to cancel, customers must contact us using the contact details provided at the end of this policy and clearly state their decision to cancel the order.
2. Return Period
After notifying us of a cancellation or approved return, customers must return the relevant goods within 14 days unless a different period is confirmed by us in writing.
Returned products should be sent to the return address provided or confirmed by us.
Customers are responsible for ensuring that returned parcels are securely packaged so that the products are not damaged during transportation.
3. Return Eligibility
To be eligible for a standard return, products should generally:
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Be returned in their original condition.
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Be unworn, unused, unwashed, and unaltered.
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Be free from stains, odours, makeup, deodorant marks, perfume, pet hair, or other signs of use.
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Include original labels, tags, packaging, and accessories where supplied.
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Not have been damaged after delivery through misuse, improper handling, or failure to follow care instructions.
We may inspect returned products before determining whether a refund is due.
4. Swimwear Returns
For hygiene reasons, additional conditions may apply to women’s swimwear.
Swimwear should only be tried on over underwear, and any hygiene protection or hygiene strip supplied with the product must remain attached, intact, and unaltered.
Swimwear may not be accepted for return where a hygiene seal has been removed, broken, damaged, or otherwise compromised if the product is no longer suitable for resale for health or hygiene reasons.
This restriction does not affect a customer’s legal rights where the product is faulty, damaged, defective, or not as described.
5. Sweatshirts and Sportswear
Women’s sweatshirts and sportswear may be returned where eligible under this policy.
Products should not have been worn for exercise, training, outdoor activities, or extended periods before being returned.
Items showing excessive stretching, sweat, body odour, washing, staining, abrasion, or other evidence of use may not qualify for a standard change-of-mind return.
This does not limit any statutory rights relating to faulty or incorrectly supplied products.
6. Products That Cannot Normally Be Returned
Subject to applicable UK consumer law, returns may be refused for products that:
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Have been worn, washed, altered, damaged, or used beyond what is reasonably necessary to inspect them.
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Have missing or removed product tags where their removal affects the condition or resale value of the product.
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Have been damaged through improper care or misuse.
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Are returned without sufficient information to identify the customer or order.
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Are sealed for health or hygiene reasons and have been unsealed after delivery where the legal exemption applies.
Any statutory rights relating to faulty or misdescribed goods remain unaffected.
7. Faulty, Damaged, or Defective Products
Customers should contact us as soon as reasonably possible if they receive a product that is faulty, damaged, defective, or otherwise not of satisfactory quality.
Please provide sufficient information to allow us to investigate the issue, including the order details and a description of the problem.
We may also request photographs showing the fault or damage where reasonably necessary to assess the issue.
Where a product is confirmed to be faulty, customers may be entitled to remedies under applicable UK consumer law, which may include repair, replacement, price reduction, or refund depending on the circumstances.
8. Incorrect Products
If we send an incorrect product, size, colour, or quantity, customers should contact us promptly.
Customers should avoid using or washing an incorrectly supplied product before contacting us.
Once the issue has been reviewed, we will provide appropriate instructions and, where applicable, arrange a replacement or refund.
9. Products Damaged During Delivery
Customers are encouraged to inspect their order as soon as possible after delivery.
If a parcel or product appears to have been damaged during transportation, customers should contact us promptly with details of the damage.
Where possible, customers should retain the product, original packaging, shipping packaging, and any relevant delivery labels until the matter has been reviewed.
We may request photographs of the product and packaging to assist with our investigation.
10. How to Request a Return
Before returning a product, customers should contact us at:
Email: support@cotsmere.online
Telephone: +44 7800077455
Please provide relevant order information and identify the product or products that you wish to return.
Where necessary, we will provide return instructions.
Customers should not send products to an address other than the return address confirmed for the return.
11. Return Shipping Costs
Where a customer returns an eligible product because they have changed their mind, the customer may be responsible for the direct cost of returning the goods, subject to applicable UK law.
Where the return is required because the product is faulty, damaged, defective, incorrectly supplied, or otherwise does not conform to the contract, reasonable return costs will be handled in accordance with applicable consumer law.
Customers should use an appropriate delivery service and retain evidence of postage or shipment until the return has been completed.
12. Responsibility for Returned Goods
Customers remain responsible for returned goods until they are received at the designated return location.
We recommend packaging products securely and using a delivery method that provides appropriate proof of shipment.
We are not responsible for parcels that are sent to an incorrect address provided by the customer or that cannot be identified because insufficient order information was included.
13. Inspection of Returned Products
All returned products may be inspected after receipt.
The inspection may consider:
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Whether the correct product has been returned.
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Whether the product has been worn or used.
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Whether labels and hygiene protection remain attached where required.
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Whether the product has been washed or altered.
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Whether there are stains, odours, damage, or other signs of use.
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Whether all relevant components have been returned.
If the handling of a product goes beyond what would reasonably be permitted when examining it, we may make an appropriate deduction from the refund where permitted by law.
14. Refund Method
Approved refunds will normally be made using the same payment method originally used to make the purchase unless another method is expressly agreed and legally permitted.
Refunds cannot normally be transferred to an unrelated payment account or person.
The amount refunded will depend on the circumstances of the return and the customer’s rights under applicable law.
15. Refund of Delivery Charges
Where a customer validly cancels an entire eligible order under applicable UK distance-selling rules, any refund of the original standard delivery charge will be handled in accordance with UK consumer law.
If the customer selected a more expensive delivery method than the least expensive standard delivery option offered, any additional delivery cost may not be refundable.
If only part of an order is returned, original delivery charges may not be refundable unless required by law.
16. Refund Processing
Once a returned product has been received and inspected, we will determine whether the return is approved and notify the customer where appropriate.
Approved refunds will be processed without undue delay and within the periods required by applicable UK law.
After we issue a refund, the time required for the money to appear in the customer’s account may depend on the customer’s bank, card issuer, or payment provider.
17. Exchanges
Where an exchange is available, it may depend on the requested replacement product, size, or variation being available.
Customers wishing to request a different size, colour, or product should contact us before returning the original item.
If an exchange cannot be completed, an eligible return may instead be processed as a refund where appropriate.
An exchange does not reduce or replace any statutory rights available to the customer.
18. Lost Return Parcels
Customers should retain proof of postage or other shipment evidence when returning products.
If a returned parcel does not reach us, we may request this evidence to assist with determining what happened to the shipment.
A refund may be delayed where we have not received the returned goods and no satisfactory evidence is available to demonstrate that the goods were sent back.
This does not affect any rights that the customer may have under applicable UK law.
19. Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any rights that customers have under applicable UK consumer protection law.
Products supplied to consumers must meet applicable legal requirements, including requirements concerning satisfactory quality, fitness for purpose, and conformity with their description.
Where statutory rights provide a remedy that is more favourable than a provision in this policy, the statutory right will apply.
20. Contact Information
For questions, return requests, refund enquiries, or concerns regarding an order, please contact:
Cotsmere
5 PRIORWAY AVENUE
BORROWASH
DERBY
DE72 3HW
United Kingdom
Email: support@cotsmere.online
Telephone: +44 7800077455