COX LOUISE LTD

Refund & Returns Policy

Last updated:

1. Return Window

You may request a return within 30 days of delivery. We recommend keeping the original packaging during this period to help protect items in transit.

2. Eligibility

• Items must be unused and in the same condition as received.
• Include accessories/manuals where applicable.
• Provide proof of purchase (order confirmation or receipt).

3. Non-Returnable Items

• Gift cards and final-sale items.
• Items with signs of misuse, alteration, or excessive wear.
• Health/hygiene-sensitive items if opened (where applicable).

4. How to Start a Return

Email Contact@coxlouise.com with your order ID, product name, and reason for return. We will reply with simple instructions and the return address. Unauthorised returns may be refused.

5. Exchanges

If you wish to exchange an item for the same model, contact us first. Depending on stock, we’ll guide you on a replacement or refund + new order.

6. Refunds

• Once we receive and inspect the return, we’ll notify you of approval/rejection.
• Approved refunds are issued to the original payment method.
• Processing times vary by bank; allow several business days after our confirmation.

7. Shipping Costs

Original shipping costs are non-refundable unless the return is due to our error (e.g., wrong or defective item). Return postage is your responsibility unless otherwise agreed in writing.

8. Damaged or Defective Items

If an item arrives damaged/defective, contact us within 7 days of delivery with photos of the outer packaging and the item. We’ll work on a quick resolution.

9. Late or Missing Refunds

• Check your bank again and contact your card issuer if needed.
• If you still have not received the refund after our confirmation, email us and include your order ID.

10. Legal Note

Local consumer laws (e.g., UK consumer rights) may grant you additional remedies that prevail over this policy where applicable.