We hope you are pleased with your Cosi Home purchase. If you need to return an item, request support for a faulty product, or cancel an order, please see the relevant section below.
EU Customers
If your order was placed on our EU website, or you are returning an item from outside the UK, please visit our EU Returns page for return instructions.
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UK Returns
Changed your mind?
We hope you are pleased with your Cosi Home purchase. However, if you have changed your mind, return requests should be submitted within 14 days of receiving your order.
Once your return request has been accepted, the item should be sent back to us within 14 days.
You will be responsible for the cost of returning the item unless the product is faulty, damaged, or we have agreed to cover the return cost.
How to return your item
To start a return, please contact us here and include your order number and reason for return so we can process your request as quickly as possible.
We use a returns portal for most returns. Return charges range from £4.95 to £8.95, depending on the return method selected.
Please repackage your item securely before returning it. Where possible, use the original packaging. If you no longer have the original packaging, please ensure the product is suitably protected to prevent damage in transit.
Please obtain and retain proof of postage, as we may ask you to provide this before your refund is processed.
Once we have received your return, the item will be inspected and your refund will be processed within 7–10 days of receipt, subject to the conditions outlined below.
Return eligibility
Products should be returned complete and, where reasonably possible, in their original packaging.
You are entitled to inspect the product in the same way that you would in a physical shop. However, you should only handle the product as much as is reasonably necessary to establish its nature, characteristics and operation.
We may make a reasonable deduction from your refund if the product’s value has been reduced as a result of handling beyond what is necessary. This may include products that show signs of use beyond light inspection or testing, are damaged, or are returned with missing parts.
You do not have the right to change your mind in relation to certain products, including products sealed for health protection or hygiene reasons where the seal has been broken after delivery.
Product not working as expected?
If your product is faulty, damaged, or not working as expected, please contact our Customer Care Team here. Our product experts are knowledgeable about our products and can resolve most product-related issues quickly and efficiently without you needing to send the product back to us.
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.
Refunds
When will I receive my refund?
Once your return has been received, it will be inspected by our team. If your return is accepted, your refund will be processed within 7–10 days of receipt.
You will receive an email confirmation once your refund has been processed.
Refunds will be made to the original credit card, debit card or PayPal account used to place the order, unless otherwise agreed.
Once your refund has been processed, please allow up to five working days for the funds to appear in your account. Processing times may vary depending on your card issuer or payment provider.
I haven’t received my refund
If you have received confirmation that your refund has been processed but the funds have not appeared in your account, please allow up to five working days for your card issuer or payment provider to process the refund.
If the refund still has not appeared after this time, please contact your card issuer or payment provider directly, as they may be able to provide further information.
If you have completed these steps and still have not received your refund, please contact us here.
Possible deductions from refunds
When returning an item because you have changed your mind, you are entitled to inspect the product in the same way that you would in a physical shop. However, you should only handle the product as much as is reasonably necessary to establish its nature, characteristics and operation.
We may reduce your refund, or refuse your return, if the product’s value has been reduced because it has been handled more than necessary. This may include products that have been used extensively, damaged, or returned with missing parts.
Cancellations
Once your order has been placed, you can amend or cancel it within 30 minutes by selecting the ‘View your order’ link in your order confirmation email.
After this time, we are unable to cancel or amend your order. If you no longer wish to keep the item, you will need to arrange a return by following the returns process above.
Nothing in this policy affects your statutory consumer rights.