Cancellation, Returns and Product Collections
Our Product Return Policy
If you change your mind and would like to return your product, we will arrange an exchange or refund of your purchase (within 28 days of delivery) provided that:
Product Return Procedure
If you find that the item that you have selected is unsuitable and would like to arrange for the collection and return of the product, please contact us by email at firstname.lastname@example.org quoting your order number.
Once we have received your email we will contact you and arrange a suitable time for the item to be collected and returned to us at Retail Services.
The Co-op Retail Services
PO Box 730
Please do not forward correspondence to this address.
All products are checked on return to our warehouse prior to exchange or refund. In the event of the product being used, or an accessory missing, a full refund will not be processed. We will charge you the cost of replacing any missing item(s). Each manufacturer has a different cost per item however as an indication of potential charges please see prices below:
Please note that the manufacturers offer a free repair service for all products that develop a fault, not caused by accident, misuse or neglect, within the manufacturer's guarantee period.
If the product develops more than three technical faults in the first year of the guarantee period, an identical or comparable replacement will be offered if requested.
If the goods have already been despatched when we receive your cancellation of the order, you must return the goods to us. We will credit your credit or debit card with the price of the goods, within 30 days, beginning with the day on which notice of cancellation was given. If you do not return the goods within 21 days of your cancellation, we will make a charge in respect of the cost of recovering the goods.
If you do not return the goods, or fail to make them available for collection within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made and you will be charged for your order at the price set out on the web site.
This does not affect your statutory rights.
We recommend that you obtain proof of posting. Please note that all goods returned must be in their original packaging and with all seals intact.
Your statutory rights are not affected.
Returns process for Special Order items marked with a blue delivery icon - delivered by Yodel
Here’s what to do if you’d like to return this product.
1) Give us a call on 0333 005 0011
2) We’ll send you a returns label in the post
3) Follow the instructions on the label to return your item
4) Once your item is back in our warehouse we’ll refund you using the same payment method used for the original order.
Unfortunately, we do not offer exchanges on these products.
Consumer Contracts Regulations:
Under the terms and conditions of the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013, you may cancel your order and return your purchase if you are not completely satisfied with the product that you have purchased.
You may cancel your order within 14 working days of delivery and request an exchange or refund, even if you have opened the goods to inspect them, as long as you have taken reasonable care of the goods. We may make a deduction from the refund for the loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
Please be aware that any costs incurred in returning the goods must be paid by the customer. To exercise your right under these regulations you must write to us at the address below.
Co-operative E-Store Limited, 6th Floor Angel Square
Alternatively you may wish to email the details of the product that you wish to return, if so please download and complete the Model Cancellation Form and return the completed form to: email@example.com
The following points must be followed: