Refund and Return Policy

Last updated June 14, 2024

 

If you are a customer in the UK or the European Union (EU), you get 28 calendar days under law to cancel your order if you change your mind. However, we may, in our sole discretion, offer you a longer period for returns from time to time. This cancellation period starts from the day after you receive your order. If your order is split into more than one delivery, then the cancellation period will start on the day after you have received all of the Products in your order. Find out how to return your Product(s) at paragraph 5 below.
If you receive faulty Products, you may also have a right to return these Products and to ask us to repair or replace them, or get a refund. Further details on this are set out below.
Please note that, with the exception of any Products which are faulty (for which, see paragraph 2 below):

• Any Product(s) returned must be sent to us within 28 days from the date you notify us of your intention to return the Product(s).
• Returned Products should be sent back to us in their original condition, together with the original packaging and all tags.
• All Products are inspected on return. When trying on clothing, please be careful with the Product (e.g. don’t apply excessive force when pulling zips) and don’t wear products that could mark or scent a Product (such as make-up, fake-tan, perfume, deodorant, cologne, etc.).
• Returned Products must be unworn and unwashed.
• Please keep your orders separate as returning more than one order in a parcel, it may cause a delay to your refund.

We will not accept returned Products that show any signs of having been worn or washed, including where the Products are stained or otherwise marked or damaged.

If a Product is returned to us that has been worn, used, damaged, or is otherwise in an unsaleable condition, we reserve the right to refuse your refund. Alternatively, we reserve the right to reduce your refund value to reflect any reduction in the value of a Product.

How do I return a product?

If you wish to return a product, you must email hello@cotonic.co.uk confirming your request within 7 days of the item being received. A member of our team will be in touch, and subject to acceptance, will provide a returns authorisation number and address. This will enable you to return the order.

Please note: Items cannot be accepted without receipt of your returns authorisation number.

What You Need To Include With Your Return: The Product, all leaflets, cards, instruction manuals and packaging with your order (even if it is faulty) as we may not be able to process your replacement without this information.

Faulty Items: If your item is faulty please make sure that you clearly detail the issues you are having. Unless the fault is very clear you may wish to call our Customer Care team beforehand as some items may have remotes or battery compartments that have a trick to them!

Lingerie: You are of course able to try this on for size but please wear your own underwear underneath as we will not be able to accept soiled or damaged items of this type for a refund or exchange. Don’t forget to retain the original packaging otherwise, we will not be able to accept your return.

Can I cancel or amend an order I’ve just placed?

If you would like to cancel your order please contact our Customer Service Team via email hello@lovesoul.co.uk. Please note: Sadly we are unable to add any additional items to your order once it has been placed.

If you have any concerns or questions in relation to our Returns Policy, please email the team at hello@lovesoul.co.uk.