Terms and Conditions
Effective date: 15 October 2026
These terms apply to everything you buy from our shop.
They are organised around the five things you might say to us — because in UK consumer law the words you use decide which right you are using, and three of them look interchangeable and are not.
"I've changed my mind," "I reject these goods," and "please fix this" are three different legal acts, under two different pieces of legislation, with three different outcomes. Use the wrong one and you can end up with the weaker remedy by accident. Most terms and conditions bury all three somewhere in section 10 and leave you to guess.
- Part 1 — The five things you can say, and what each one actually is.
- Part 2 — The terms we set ourselves.
- Part 3 — What we cannot take away from you, whatever we might write elsewhere.
- Part 4 — Housekeeping.
Words we use
At the front rather than the back, so they are of some use while you read.
Cosycombe, we and us mean Cosycombe LTD. You means you, as a customer or visitor.
Consumer — an individual buying for purposes mainly outside a business. If you are a consumer, the whole of Part 1 and Part 3 applies to you.
Order — your request at checkout. Order confirmation — the email in which we accept it. That is the moment the contract is made.
Cancel — ending the contract because you have changed your mind, under the Consumer Contracts Regulations 2013.
Reject — refusing goods because there is something wrong with them, under the Consumer Rights Act 2015. Not the same thing, and often the better one.
Working day — Monday to Friday, excluding bank holidays.
Part 1 — The five things you can say
1. "I've changed my mind."
What it is: your right to cancel, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How long you have: 14 days from the day after you, or someone you nominated, receive the goods. If the order arrives in several parcels, the period runs from the last one. If an order has several items delivered separately, each has its own period.
You do not need a reason, and the right applies to sale items as much as anything else.
If we failed to tell you about this
We are required to give you this information, and a model cancellation form, before you buy. If we do not, the cancellation period extends by twelve months (reg 31). We mention the rule because it is yours, not because we expect to need it.
The form is in section 20.
How to do it
Email support@cosycombe.com within the period, with your order number. You may use the model form, but a plain email is just as valid.
What matters is that your notice is sent inside the period — not that the goods have reached us, and not that we have replied.
We reply within 2 working days with the return address. You then have 14 days from the date of your notice to send the goods back (reg 34).
We ask you to contact us first so we can match the return to your order. That is a request, not a condition: a notice sent in time does not lose its effect because you did not wait for a returns number.
What you may do with the goods meanwhile
You may unwrap, look at, handle and try the goods as you would in a shop. Opening the packaging is not using them.
If the handling goes beyond what is needed to establish the nature, characteristics and functioning of the goods, we may deduct an amount for diminished value (reg 34(9)). We assess that case by case, against what the goods have actually lost in value, and we explain the figure. We do not apply a fixed percentage.
Missing original packaging does not cost you the right to cancel. It can count towards a diminished-value assessment if the goods can no longer be sold on, but that is a different thing from losing the right.
Your refund
Within 14 days of us receiving your notice (reg 35). We may hold payment until we have the goods back, or until you have supplied evidence of having sent them — whichever is earlier.
You get the full purchase price and the standard delivery charge you paid. If you chose a more expensive delivery option than our cheapest, we refund the cheapest.
Once you have evidence that the goods were sent, you have done your part. If the return is lost on the way back to us, our refund deadline still runs, because the Regulations tie it to receipt or proof of sending.
We charge no fees. No restocking fee, no administration fee, no handling charge, and nothing for exercising a right.
Return postage
Return postage on cancellation is yours to pay. We tell you here because we would otherwise have to bear it ourselves (reg 34(2)).
Where goods are faulty, misdescribed or damaged in transit, we pay the return postage.
What cannot be cancelled
Goods made to your specification or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods which are not suitable for return for health protection or hygiene reasons once the seal is broken.
An exclusion only applies if we stated it in the product information before you ordered. If it was not there, it does not apply.
2. "I reject these goods."
What it is: the short-term right to reject, under section 20 of the Consumer Rights Act 2015. This is the strongest right you have and the least well known, so it is worth saying plainly what it does.
How long you have: 30 days from the day you take ownership or delivery, whichever is later (s.22).
What it gets you: a full refund. Not a repair first. Not a replacement first. You do not have to let us try to fix it, and we cannot insist that you do.
When it applies: when the goods are not of satisfactory quality (s.9), not fit for a particular purpose you made known to us (s.10), or not as described (s.11).
How to do it: email us with your order number and what is wrong. A photograph helps but is not a condition. Say that you are rejecting the goods, or simply tell us the problem and that you want your money back — we will not hold the wording against you.
We pay the return postage, and the refund follows within 14 days of the rejection being accepted.
Thirty days is a short window and it is easy to miss. After it closes you move to section 3, which is longer but less direct.
3. "Please repair or replace this."
What it is: your right to repair or replacement, under section 23 of the Consumer Rights Act 2015.
How long you have: there is no 30-day limit here. Your right lasts as long as the goods should reasonably have lasted, judged against what you were entitled to expect for this product at this price. The outer limit for bringing a claim is six years in England and Wales (Limitation Act 1980).
Who has to prove what: if a fault appears within the first six months, it is presumed to have been there at delivery (s.19(14)) — and it is for us to show otherwise. That matters in practice: in those six months you do not have to prove anything about the cause.
What we do: repair or replace, free of charge, within a reasonable time and without significant inconvenience to you (s.23(2)). The choice between repair and replacement is yours, unless one of them is impossible or disproportionately costly compared with the other.
We may ask for photographs or a description because it resolves the case faster. That is how we work, not a condition of being helped.
4. "That didn't work — I want money back."
What it is: a price reduction or the final right to reject, under section 24 of the Consumer Rights Act 2015.
When it applies: after one repair or replacement, if the goods still do not conform; or if a repair or replacement is impossible, or we fail to do it within a reasonable time and without significant inconvenience to you.
We get one attempt. Not an indefinite series. If the first repair or replacement does not fix it, the choice passes to you.
What it gets you: either a reduction in price by an appropriate amount, which you keep the goods for, or your money back by rejecting them. After the first six months we may make a deduction for the use you have had — that is what the Act allows, and we apply it to what the use was actually worth, not as a flat figure.
5. "Where is my order?"
What it is: delivery and risk, under sections 28 and 29 of the Consumer Rights Act 2015.
Our deadline. Unless we have agreed otherwise, we deliver without undue delay and within 30 days of the contract being made (s.28). That is a backstop, not a target.
If we have given a specific, shorter date for your order — at checkout or by email — that is the one that binds us, not a wider range elsewhere.
If we are late, you may treat the contract as at an end and get a full refund where delivery within the agreed period was essential, where you told us so, or where you have given us a further reasonable period and we have missed that too.
If we cannot deliver at all, we cancel and refund in full without undue delay. You should not have to ask, and we will never ask you to accept a new date as the price of getting your money back.
Risk. The goods are our risk until they come into your physical possession (s.29) — not when we hand them to the carrier.
So if a parcel is damaged or lost in transit, that is our problem, and we take it up with the carrier. You have the contract with us, not with the driver. A tracking scan that says "delivered" is evidence, not a verdict, and we do not treat the carrier's record as the final word against you.
Processing and transit times are in our delivery policy, which forms part of these terms.
Part 2 — The terms we set ourselves
We can change anything in this part, but not retrospectively: for your purchase, the terms that applied are the ones published when you ordered.
6. Prices and VAT
All prices are in pounds sterling and include VAT at 20%. The amount at checkout is the amount you pay. We add no surcharges, handling fees or payment fees.
Delivery charges, where they apply, are shown at checkout before you confirm.
Prices may change, but a change does not affect an order we have already confirmed.
7. If we have priced something wrongly
If we find an obvious error in a price or product description after you have ordered, we contact you and you choose: confirm at the correct price, or cancel with a full refund.
If we cannot reach you, we cancel and refund. We never treat silence as agreement to a higher price, and we never charge a difference you have not approved.
8. Placing an order
- You place the order at checkout. That is an offer from you to us.
- We send an order confirmation to the email address you gave. That is when the contract is made.
- If no confirmation arrives within a few hours, check your spam folder. If it is not there either, contact us — we have probably been given a mistyped address.
All orders are subject to availability. An order containing several items may be despatched in separate parcels, on different days, each with its own tracking number. You never pay extra for that.
We may refuse or cancel an order where stock is unavailable, where there is an obvious pricing error, where we suspect fraud or an unauthorised transaction, or where section 12 has been breached. If you have paid, you get the full amount back without undue delay.
9. Cancelling before despatch
While an order has not been despatched, you can cancel it at no cost. Email us with your order number as soon as you can.
The window is short — orders move into picking quickly, and we cannot guarantee we will catch it. Once it is on its way, use the right to cancel in section 1 instead; it is just as good and it lasts longer.
10. Payment
Payment is taken when you place the order, using the methods shown at checkout. Your card details go straight to our PCI-DSS-certified payment provider and never touch our systems. We see the confirmation, the card type and the last four digits.
Do not recognise a charge? Send us the date and the amount. We will find it, or confirm it is not ours — usually the same day. Do that before you contact your bank: a chargeback takes weeks and can freeze your order, while an email is answered in a day. If, after our answer, you still think you have been charged wrongly, you have every right to go to your bank; we only ask for the chance to put it right first.
11. Promotional codes
One code per order unless stated otherwise. Codes have no cash value. Offers may carry expiry dates, minimum spends or product restrictions, and those conditions are stated with the offer.
If you return something bought with a code, the refund is calculated on what you actually paid.
12. Using the website
You must be 18 or over to order on your own account. If you are under 18, you may order with the consent of a parent or guardian, who is then responsible for the purchase.
You must not use the website for unlawful or fraudulent purposes, attempt unauthorised access to systems or accounts, introduce malicious code, overload the site, scrape content at scale, or use information from the site for unsolicited marketing.
If you do, we may warn you, restrict or end your access, or refuse orders. We try to give notice first where that is practical. Any such step leaves your rights under Part 1 and Part 3 untouched for a purchase you have already made.
13. Product information and images
We describe and photograph as accurately as we can. Colours can vary with screen settings and lighting, and measurements are approximate unless stated otherwise.
That is a note about image reproduction, not a disclaimer. If goods differ from the description in a way that matters, that is a breach of section 11 of the Consumer Rights Act, and sections 2 to 4 above apply.
14. Intellectual property and your submissions
Text, images, product photography, logos, designs and other content are owned by Cosycombe LTD or used with permission. You may not copy, distribute, modify or commercially exploit them without our written consent.
If you send us a review, photograph or other material, we may use it in our communications. You can withdraw that permission by emailing us, and we will remove it wherever it is ours to remove. We do not publish a review under your name without your knowing, and we do not filter out poor reviews to improve an average.
15. Privacy and cookies
How we handle personal data is set out in our privacy policy, which also names the recipients and the lawful basis for each purpose. Non-essential cookies are set only after you consent through the cookie banner.
16. Security and availability
The site runs over SSL/TLS. We cannot guarantee it will always be available, uninterrupted or entirely error-free; no shop can. You are responsible for security on your own device, and you must not introduce malicious material or attempt to disrupt the site.
The site being down does not affect a contract already made. If you have an order confirmation, it stands.
17. Force majeure
We are not liable for delay or failure caused by events outside our reasonable control — severe weather, fire, flood, pandemic, government action, carrier disruption, industrial action, power failure or serious cyber incidents.
This is not a way of avoiding a refund. If we cannot deliver, we tell you, and you choose between waiting for a new date and cancelling with a full refund. The deadlines in Part 1 keep running.
Part 3 — What we cannot take away
Section 31 of the Consumer Rights Act 2015 makes the rights in Part 1 impossible to exclude or restrict. A term that tried to would simply not bind you.
So: if anything else in this document, in an email from us, or on a product page gives you less than Part 1 does, it does not apply. The statute comes first, and the text is read in your favour.
18. No indemnity from you
You do not indemnify us for anything. A term requiring a consumer to carry a trader's costs in a dispute is unfair under Part 2 of the Consumer Rights Act 2015, and there is no such term in these conditions.
19. Limits on our liability, and the limits on those limits
Our total liability for an order is limited to what you paid for that order, and we are not liable for indirect or consequential loss.
That limit does not apply to death or personal injury caused by negligence, to fraud, to a breach of the terms implied by sections 9 to 11 of the Consumer Rights Act, or anywhere else that liability cannot lawfully be limited.
And it can never be used to cut off a claim for repair, replacement, price reduction, rejection or a refund under Part 1. A limitation clause is not a route around a statutory remedy.
Goods are not sold "as seen" or "as available". Wording of that kind, or a term saying we give no warranties beyond those we have expressly written down, removes nothing from Part 1. We do not use such wording anywhere.
20. Model cancellation form
Complete this only if you wish to cancel. An email will do just as well.
To: Cosycombe LTD, St Sepulchre Gate, Doncaster DN1 1SW, United Kingdom support@cosycombe.com
I hereby give notice that I cancel my contract of sale of the following goods:
________________________________________
Ordered on: ______________ Received on: ______________ Order number: ______________
Name of consumer: ______________________ Address of consumer: ______________________
Signature: ______________________ (only if notifying on paper)
Date: ______________
Part 4 — Housekeeping
21. Complaints
Email support@cosycombe.com with your order number. We reply within 2 working days and aim to resolve matters within 14 days. If we need longer, we tell you why and when to expect an answer.
Making a complaint does not suspend our obligations.
22. Disputes
If we cannot sort it out between us, free advice on your rights and your next step is available from Citizens Advice (citizensadvice.org.uk, consumer helpline 0808 223 1133).
We are not a member of an alternative dispute resolution scheme. That means a dispute we cannot resolve goes to court rather than to an ombudsman, and you should know that before you need it.
The EU ODR platform closed on 20 July 2025 and can no longer be used.
23. Governing law
These terms are governed by the laws of England and Wales, except that if you live in Scotland or Northern Ireland you keep the mandatory consumer protections of the law there, and you may bring proceedings in the courts of the part of the UK where you live.
Nothing in these terms prevents you from using a right or remedy that cannot lawfully be given up.
24. Changes to these terms
We may update these terms. The current version is always on this page, with the date at the top.
For your purchase, the version that applied when you ordered is the one that counts. Changes do not operate retrospectively.
We do not ask you to monitor this page, and we do not treat continued use of the website as agreement to a material change. If we change something significant, we say so on the site.
25. General
If a provision is held invalid or unenforceable, the rest stands, and that provision is limited to the minimum necessary.
Alongside these terms, our privacy policy, delivery policy and returns policy apply. If they conflict on any point, you may rely on whichever provision is most favourable to you.
Our not enforcing a provision immediately does not mean we have given it up. You may not transfer your rights under the contract without our consent.
Contact
Company name: Cosycombe LTD
Address: St Sepulchre Gate, Doncaster DN1 1SW, United Kingdom
Email: support@cosycombe.com
Phone: +44 1302 368335
Customer service: Monday–Friday, 9:00 am–5:00 pm
Saturday and Sunday: Closed
Response time: Within 2 working days