RETURNS & REFUNDS
At Coldbath, we hope you are delighted with your purchase. If for any reason you are not completely satisfied, this policy explains how to return your item and request a refund.
Nothing in this policy affects your statutory rights under UK consumer law.
YOUR RIGHT TO CANCEL
If you are a customer purchasing from the United Kingdom or European Union, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise your right to cancel, you must notify us within the 14-day cancellation period.
Once you have informed us of your decision, you must return the item to us within 14 days.
RETURN ELIGIBILITY
To be eligible for a return, your item must:
- Be unworn, unused and unwashed.
- Be in its original condition.
- Have all original tags attached.
- Be returned in its original packaging where possible.
- Be accompanied by proof of purchase.
We reserve the right to refuse returns that do not meet these conditions.
How to Start a Return
To request a return, please email:
Please include your order number in the subject line of your email.
For example:
Subject: Order #12345 – Return Request
Once we have received your request, we will provide instructions on how to return your item.
Please do not send items back without contacting us first, as this may delay the processing of your refund.
RETURN SHIPPING
Unless an item is faulty, damaged or incorrect:
- Customers are responsible for the cost of returning items.
- Customers are responsible for ensuring returned items are packaged securely.
- We recommend using a tracked shipping service, as we cannot accept responsibility for returns lost in transit.
REFUND
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 14 days.
Please note:
- Original shipping charges are non-refundable, unless the item received was faulty, damaged or incorrect.
- Any customs duties, import taxes or similar charges paid to your local authorities are non-refundable by Coldbath.
Depending on your payment provider, it may take several additional working days for the refund to appear in your account.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you believe your item is faulty, damaged or you have received the wrong product, please contact us as soon as possible by emailing:
Please include:
- Your order number.
- A description of the issue.
- Clear photographs showing the fault or damage where possible.
If your claim is accepted, we will arrange an appropriate remedy, which may include:
- A replacement.
- An exchange.
- A repair.
- A full refund.
Where applicable, we will also reimburse reasonable return postage costs for faulty or incorrectly supplied items.
Nothing in this policy affects your rights under the Consumer Rights Act 2015.
INTERNATIONAL RETURNS
Customers returning items from outside the United Kingdom are responsible for arranging and paying for return shipping unless the item is faulty or incorrect.
Please ensure any customs documentation is completed accurately.
Coldbath cannot be held responsible for delays caused by customs authorities.
EXCHANGES
We do not currently offer direct exchanges.
If you would like a different size, colour or item, please return your original purchase for a refund and place a new order through our website.
LATE OR MISSING REFUNDS
If you have not received your refund after receiving confirmation that it has been processed, please:
- Check your bank or credit card account.
- Contact your payment provider, as processing times may vary.
- If you still require assistance, email shop@coldbath.com.
CONTACT US
For any questions regarding returns or refunds, please contact: