Refund policy

Last updated: 14 October 2026

This policy applies to purchases made by consumers from www.coozo.co.uk, operated by Coozo Creative Solutions Limited (trading as COOZO), company number 06695499, VAT number GB128487387, 45 Melchett Road, Kings Norton Business Centre, Birmingham, B30 3HP, United Kingdom.

This policy explains three separate things:

  1. Your legal right to cancel within 14 days (Consumer Contracts Regulations 2013).
  2. Your legal rights if goods are faulty (Consumer Rights Act 2015).
  3. Our 30-day goodwill returns policy, which we offer in addition to your legal rights.

Nothing in this policy affects your statutory rights.

1. Your right to cancel (14 days)

You can cancel your order for any reason within 14 days starting the day after you (or someone you nominate) receive the goods. If your order is delivered in several parcels, the 14 days start the day after you receive the last item.

How to cancel: tell us clearly that you wish to cancel, by email to shopify@coozo.co.uk or by post to the address above. You can use the model cancellation form at the end of this policy, but you don't have to. If your order has not yet been dispatched, we will cancel it and refund you in full.

Returning the goods: you must send the goods back to us without undue delay and no later than 14 days after you tell us you are cancelling. Return address:

Coozo Creative Solutions Limited (Returns) 45 Melchett Road Kings Norton Business Centre Birmingham B30 3HP United Kingdom

Cost of return: unless the goods are faulty or not as described, you pay the direct cost of returning them. If you ask us for a pre-paid returns label, we will tell you its cost before you use it and deduct it from your refund.

Your refund: we will refund the price of the goods and the standard delivery charge you paid. If you chose Express delivery or paid the BFPO surcharge, we only refund the amount of our standard (free) delivery, so the extra cost is not refunded. We will refund you within 14 days of receiving the goods back or of you providing proof that you have sent them, whichever is earlier. If no goods were dispatched, we refund within 14 days of you telling us you are cancelling. We refund using the payment method you used, at no charge to you.

Handling goods: you may handle the goods as you would in a shop to check their nature, characteristics and how they work (for example trying clothing on for size). If goods are handled beyond that and lose value, we may reduce your refund to reflect the loss of value.

Exceptions: the right to cancel does not apply to goods sealed for health protection or hygiene reasons which have been unsealed after delivery (for example personal-care devices or underwear supplied in hygiene-sealed packaging), goods made to your specification or clearly personalised, and goods which by their nature have become inseparably mixed with other items after delivery. These exceptions do not affect your rights if the goods are faulty.

2. Faulty, damaged, incorrect or misdescribed goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

  • Up to 30 days after delivery: you can reject the goods and get a full refund.
  • After 30 days and within 6 months: you are entitled to a repair or replacement. If a repair or replacement is not possible or fails, you can get a refund (which may be reduced to take account of use if more than 6 months have passed) or a price reduction.
  • After 6 months, you may still have rights, but you may need to show the fault was present at delivery.

If you have received faulty, damaged, incorrect or misdescribed goods, please email shopify@coozo.co.uk with your order number and, if possible, a photo. We will provide a pre-paid returns label free of charge, or refund your reasonable return postage costs (please keep your proof of postage). We will also refund your full original delivery charge, including any Express or BFPO charge.

These rights do not cover damage caused after delivery by accident, misuse or normal wear and tear.

3. Our 30-day goodwill returns policy (extra to your legal rights)

In addition to your 14-day right to cancel, you may return most items within 30 days of receipt for a refund if they are unused, unwashed and in a resaleable condition, preferably in their original packaging with tags attached and with proof of purchase. The same return-cost and refund terms as in section 1 apply. This goodwill policy does not replace or limit your legal rights in sections 1 and 2.

We do not offer direct exchanges for non-faulty items. If you want a different size or colour, please return the item and place a new order.

4. Multibuy and promotional orders

If you return part of an order bought under a multibuy or bundle offer, we will refund the amount you actually paid for the returned item(s), calculated in proportion to the promotional price.

5. Proof of postage

We recommend obtaining proof of postage when returning goods. If you cancel under section 1, the goods remain your responsibility until they reach us.

6. Questions

Contact our Customer Service team at shopify@coozo.co.uk or 0121 270 7288.

Model cancellation form

(Complete and return this form only if you wish to cancel your order.)

To: Coozo Creative Solutions Limited, 45 Melchett Road, Kings Norton Business Centre, Birmingham, B30 3HP, United Kingdom. Email: shopify@coozo.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

  • Ordered on [*] / received on [*]:
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date:

[*] Delete as appropriate.