Refund policy

We want you to be happy with your purchase. If you change your mind, you can return most items within 21 days of receiving your order, subject to the conditions below.

Returns

You have 21 days from the date you receive your order to request a return under our voluntary returns policy.

To be eligible for a return, items must be returned in their original condition — unused, unworn where applicable, with all original tags and packaging intact. You will also need your order confirmation or other proof of purchase.

To request a return, please contact us at hello@cotswoldfinesse.co.uk before sending your item back.

If your return is approved, we will provide you with full return instructions, including the return address and, where applicable, a return shipping label.

Please do not send items back without contacting us first, as we may not be able to process an unauthorised return.

Our 21-day voluntary returns policy is in addition to, and does not affect, your statutory consumer rights.

Return Postage

If you are returning an item because you have changed your mind under our voluntary 21-day returns policy, you are responsible for the cost of returning the item to us.

If an item is faulty, damaged, not as described, or you have received the wrong item, please contact us before returning it. Where appropriate, we will provide return instructions and cover the reasonable cost of return postage.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as you receive it.

If your item arrives damaged, is faulty, does not match its description, or you have received the wrong item, please contact us at hello@cotswoldfinesse.co.uk as soon as possible.

Please include your order number and, where possible, photographs of the item and its packaging. This will help us assess the issue and resolve it as quickly as possible.

Depending on the circumstances and your statutory rights, we may offer a repair, replacement or refund.

Nothing in this policy affects your statutory rights as a consumer.

Items That Cannot Be Returned

Some products may not be eligible for return where permitted by law, including:

Personalised or made-to-order items, unless they are faulty or not as described.
Gift cards.
Any other goods which are exempt from cancellation or return under applicable consumer law.

If you are unsure whether a particular item can be returned, please contact us before making your purchase.

Sale Items

Sale items can be returned under the same conditions as full-price items, unless the item is clearly stated as non-returnable or a specific legal exception applies.

Your statutory consumer rights are not affected by a product being on sale.

Exchanges

We do not offer direct exchanges.

If you would like a different item, colour or size, please return the original item in accordance with this policy and place a new order for the replacement item.

Your Statutory Right to Cancel an Online Order

In addition to our 21-day voluntary returns policy, UK consumers generally have a statutory right to cancel an online purchase within 14 days of receiving the goods, without giving a reason, subject to certain legal exceptions.

To exercise this right, you must notify us within 14 days of receiving your order. You then have a further 14 days to return the goods.

You can notify us of your decision to cancel by contacting:

hello@cotswoldfinesse.co.uk

You do not have to use a particular form to exercise your cancellation right. A clear statement that you wish to cancel your order is sufficient.

When exercising your statutory cancellation right, you are responsible for returning the goods to us unless the goods are faulty, not as described, or another legal exception applies.

The goods should be returned without undue delay and no later than 14 days after you notify us of your cancellation.

You may handle the goods to the extent necessary to establish their nature, characteristics and functioning, in the same way you would reasonably be able to do in a shop. If the value of the goods has been reduced as a result of handling beyond what is reasonably necessary, we may be entitled to make a deduction from the refund as permitted by law.

Certain products are excluded from the statutory cancellation right, including some personalised or made-to-order goods and other products specified by law.

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.

For returns made under our voluntary 21-day returns policy, approved refunds will be issued to the original payment method.

For cancellations made under your statutory cancellation rights, we will refund the payments due to you in accordance with applicable law. This includes the cost of the least expensive standard delivery option offered by us. If you selected a more expensive delivery service, we are not required to refund the additional cost.

We will normally process refunds within 14 days in accordance with applicable consumer law. Where a statutory cancellation applies, the timing of the refund may depend on when we receive the returned goods or evidence that they have been sent back.

Please note that your bank or payment provider may take additional time to process the refund and make the funds available in your account.

How to Return an Item

Please contact us at hello@cotswoldfinesse.co.uk before returning any item.

Once your return has been approved, we will provide you with the return instructions, including the return address and any other information you need to complete your return.

Please ensure that returned items are securely packaged to help prevent damage during transit. Where possible, we recommend using the original packaging.

Items sent back without first contacting us may experience delays in processing.