Changed your mind?
You have the right to withdraw from your online purchase within 14 days of receiving your order.
If you wish to exercise your statutory right to withdraw from your online purchase, please use our Withdrawal Form.
Once you have notified us of your decision to withdraw, you must send the item back within a further 14 days.
Alternatively, you may notify us and arrange your return by following the instructions below.
If you’re concerned that your product is faulty, please contact our Customer Care Team here rather than using the withdrawal form.
Steps to Return your Item:
Please contact us here to initiate your return, unless you have already submitted the withdrawal form above. You will be responsible for your own return shipping costs.
Please repackage your item securely. Where possible, use the original packaging. If you no longer have it, please ensure the product is suitably protected to prevent damage in transit.
Clearly attach the following address to the parcel:
One Retail Group Returns
Prologis Park I
Magazyn 3
Ul: Poznanska 16D
62-080 SADY
Poland
Please obtain and retain proof of postage. We may ask you to provide this before your refund is processed.
You are entitled to inspect the product in the same way that you would in a physical shop. However, we may make a reasonable deduction from your refund if the product’s value has been reduced because it has been handled more than necessary to establish its nature, characteristics and operation.
Our 30-day returns policy may require products to be returned unused and in a resalable condition. This does not affect your statutory rights, including your EU right of withdrawal.
Product not working as expected?
Our Customer Care Team is knowledgeable about our products and can resolve most product-related issues quickly and efficiently.
For the quickest support, please contact our product experts using the submission form on our Contact page.
If we are unable to resolve the issue, we may replace the product with a new or refurbished unit of the same or equivalent condition, in accordance with our 1 year manufacturer’s warranty.
You can find out more about the Cosi Home Limited Warranty here.
Your statutory rights relating to faulty products are not affected by our manufacturer’s warranty.
Returns Eligibility
To exercise your statutory right of withdrawal, you must notify us within 14 days of receiving your order. Once you have notified us, you must send the item back within a further 14 days. Please retain proof of postage as evidence that the item was returned within the required timeframe.
You will be responsible for the direct cost of returning the item unless the product is faulty, damaged or we have agreed to cover the cost.
Products should be returned complete and, where reasonably possible, in their original packaging. You may inspect and handle the product only as much as would reasonably be permitted in a shop to establish its nature, characteristics and operation.
We may make a reasonable deduction from your refund where the value of the product has been reduced as a result of handling beyond what is necessary. This may include products that have been used excessively, damaged or returned with missing parts.
You do not have a right to change your mind in relation to certain products, including products sealed for health protection or hygiene purposes where the seal has been broken after delivery.
Product not working as expected?
Our Customer Care team are incredibly knowledgeable and able to resolve most product related issues quickly and efficiently. For the quickest support, please contact our product experts using the submission form on our Contact page.
If we are unable to fix your issue for you, we will replace the product at no charge for either a brand new or refurbished unit of the same condition as per our 12-month manufacturer’s warranty. You can find out more about the Cosi Home Limited Warranty here.
B2B Returns
Business orders can be returned within 7 days of delivery, provided they are unused and unopened, with a restocking fee of 15% of the order value.
Please note that costs incurred when returning orders are not refundable.
REFUNDS
When will I receive my Refund?
Following a successful inspection of your return we will process a refund to the credit / debit card or PayPal account which was used to place the original order.
Please allow 5 working days for the refund to appear in your account.
I haven’t received my refund
If you haven’t received a refund yet, please check your statement again, these incoming payments can be overlooked.
If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
CANCELLATIONS
You can make changes to or cancel your order within 30 minutes of placing it using the link in your order confirmation email.
We work quickly to get your order to you, so after this time it enters our dispatch process and we're unable to make any further changes or cancellations.
If you no longer require the item, please follow the return instructions above to send it back to us.