REFUNDS, RETURNS & EXCHANGES

This policy applies to orders placed through our online shop. Nothing in it affects your legal rights as a consumer. Trade and volume orders are covered by separate terms agreed in writing.

1. Changing your mind

You can cancel your order for any reason, from the moment you place it until 14 days after the day you receive the products. If your order arrives in more than one delivery, the 14 days run from the day you receive the last one.

To cancel, email info@paulcocksedgestudio.com before the 14 days end, with "Cancellation" in the subject line and your name, order number and contact details. You can use the cancellation form at the end of this policy, but you do not have to.

Returning the products

  • Please contact us before sending anything back, so that we can give you the correct return address.

  • Send the products back within 14 days of telling us you are cancelling.

  • You are responsible for the cost and risk of returning the products. We recommend a tracked and insured service.

  • Please return the products unused, with all parts and accessories, in their original packaging where possible.

Your refund

  • We will refund the price of the products and the standard delivery charge you paid. If you chose a faster or premium delivery service, we refund only the cost of our standard service.

  • We will refund you within 14 days of receiving the products back, or of receiving proof that you have sent them, whichever is earlier. If you cancel before dispatch, we will refund you within 14 days of your cancellation.

  • Refunds are made to the original payment method. We do not charge a fee for refunds.

  • You may open and inspect the products as you would in a shop. If they come back used, damaged or handled beyond what is needed to inspect them, we may reduce the refund to reflect the loss in value.

  • Import duties and taxes paid to a customs authority or carrier in your country are not charged by us and are not refunded by us. You may be able to reclaim them from your customs authority.

2. Bespoke and personalised items

The right to cancel in section 1 does not apply to products made to your specifications or personalised for you. This includes bespoke commissions, custom sizes and non-standard finishes made at your request. We will tell you before you order if a product falls into this category.

Part of your payment is used to begin production, so these orders cannot be cancelled or returned for a refund once confirmed. This does not affect your rights under section 3 if the item is faulty or not as described.

3. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, not as described, or is the wrong item or quantity, email info@paulcocksedgestudio.com with "Returns Request" in the subject line. Please include your name, order number, a description of the problem, photographs of the product and its packaging, and whether you would prefer a repair, replacement or refund.

Please tell us as soon as you can, ideally within 14 days of delivery, as this helps us to claim against the carrier. If the packaging is visibly damaged on arrival, please note this with the courier and photograph it before opening.

  • We will pay for the return of the item, or collect it from you.

  • If you tell us within 30 days of delivery, you can choose a full refund instead of a repair or replacement.

  • After 30 days, we will repair or replace the item. If that is not possible, or does not resolve the problem, you can ask for a refund or a price reduction.

  • Refunds under this section include the delivery charge you paid, and are made to the original payment method within 14 days of our confirming the refund.

  • This section does not cover damage caused after delivery by accident, misuse, incorrect installation, alteration or normal wear.

Our 12-month warranty, set out in our Terms of Service, applies in addition to these rights.

4. Exchanges

If you would like to exchange a product for a different one, contact us within 14 days of receiving your order. We will treat the exchange as a return under section 1 and a new order. You are responsible for the cost of returning the original product.

5. Orders that have not arrived

Estimated delivery times are shown at checkout and in our Terms of Service. If your order has not arrived within 10 working days of the estimated delivery date, email info@paulcocksedgestudio.com and we will trace it with the carrier. If the order has been lost, we will send a replacement or refund you in full, as you prefer.

6. Refund currency

All orders are charged in pounds sterling, and refunds are made in pounds sterling for the amount originally charged. If your card or account is in another currency, exchange rate movements and bank charges may mean the amount you receive differs from the amount you originally paid.

7. Customers outside the United Kingdom

If you live outside the United Kingdom, you may have additional rights under the consumer laws of your country. Nothing in this policy limits those rights.

Cancellation form

You can copy this form into an email if you wish to cancel under section 1.

To: Paul Cocksedge Studio Limited, 43 Vyner Street, London E2 9DQ, info@paulcocksedgestudio.com

I hereby give notice that I cancel my contract of sale of the following goods:

Order number:

Ordered on / received on:

Name:

Address:

Date: