Exchanges and Returns Information | The Cotswold Company

Exchanges & Returns

To ensure your decision is as informed as possible, we've tried to make our site easy to navigate and packed it full of useful photos, videos and product details. We also have a lovely team of experts at the end of the telephone to assist you if you need to know a little more. Plus, if you're still unsure and want to compare the finish with the rest of your décor, you can even request a wood sample.

We want you to love our furniture as much as we do, so we're happy to help you get it right and find the perfect piece that'll be a part of your home for years to come.

Product Colours & Wood Samples

We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish please call us on 0333 200 1725 and we may be able to send you a sample.

Faulty Goods

While we do our utmost to ensure your goods arrive in perfect condition, if you should find any problem with your order, our team will be happy to resolve this for you. Please call us on 0333 200 1725 and one of our customer services team will happily take you through the returns process. You have 30 days from date of delivery in which to report any missing or damaged items and we ask you to follow up your initial contact in writing by way of an email to aftercare@cotswoldco.com. You can also report a faulty item or request a return via Your Account or our Contact Us page.

Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately we are unable to accept goods back if any changes have been made, as this will invalidate the manufacturer’s warranty.

Flat Pack Furniture

If you are ordering flat pack furniture we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture, as partially assembled items are likely to be damaged in transit when returned to us. Customers returning furniture that has been damaged or used whilst in their care will be charged for the reduction in value, unless the goods are faulty. If you require a replacement part for your flat pack furniture, please call us on 0333 200 1725 and we will try to arrange a replacement.

Assembly of flat pack items are the sole responsibility of the customer. The Cotswold Company accept no responsibility for damage to any parts by a third party.

Package Removal & Assembly Service

If you have taken advantage of our Packaging Removal & Recycling service, the driver will give you time to thoroughly check your items before leaving. In the unlikely event of there being a problem, the driver will repack and remove the item. Should you discover a fault after the delivery driver has left please call our customer services team on 0333 200 1725. You have 30 days from date of delivery in which to report any missing or damaged items and we ask you to follow up your initial contact in writing by way of an email to aftercare@cotswoldco.com. You can also report a fault using our Contact Us page.

Mattresses

Due to hygiene reasons, customers returning mattresses that have been used and removed from their original packaging may be charged for the reduction in value, unless the goods are faulty.

Damaged Goods

Customers returning furniture that has been damaged or used whilst in their care may be charged for the reduction in value, unless the goods are faulty.

Refunds

For security reasons, unless otherwise stated, refunds are given by the same method which the original payment was made by.

Bespoke products

Products made or altered specifically for you cannot be refused, returned or refunded unless they are defective or have been damaged by us in transit.

Collections

There is no charge for the collection of goods; whether they are damaged or faulty on receipt, or simply unsuitable.

It is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection. If you fail to take reasonable care of the goods before they return to us and this causes damage or deterioration of the products, we will charge you for the reduction in value.

Collections will be arranged for within 30 days of notification. If you are arranging to return items yourself, they must be received at our distribution centre within 30 days of delivery. Please be aware collections are an all day service and we are not able to advise specific delivery times in advance.

Collection Charges

A £15 transport fee will be applied where the goods are despatched, but delivery cannot be completed.

* This cancellation policy does not affect your statutory rights.

* Whilst we will always endeavour to take your preferred option, please be aware that in the case of clearance items a replacement may not always be available.

Great Expectations

We will always strive to ensure that you are happy with what you have ordered, but we also like our customers to play fair. Should we reach the point where we feel you may never be satisfied, it may be prudent for us to collect your goods for a final time, and for us to go our separate ways...