Refund policy

Introduction

We understand that from time to time you may wish to return a product. We have created this policy to make the process clear and fair for all of our customers.

This policy applies to all orders placed through our website, regardless of your location (UK, EU, or USA).

Eligibility for Returns

You are entitled to return a product to us for a refund in accordance with this policy if:

1. We receive the returned product within 30 days from the date it was dispatched to you.
2. The product is unused, unopened, and in its original packaging (with any hygiene/security seal sticker fully intact). We cannot accept returns where this seal has been removed or tampered with.
3. You follow the returns procedure outlined below.
4. None of the exclusions set out in this policy apply.

Returns Procedure

1. Contact us by email at info@cosi-care.com and please include your order number in the request.
2. Once authorised, send the product back to us with a covering note quoting your name and order number.
3. Customers are responsible for return postage costs. Please use a tracked and signed-for service to ensure safe delivery, as we cannot accept liability for lost returns.
4. Once received we will issue a full refund of the product cost.

Refunds

• Refunds will cover the product cost only. We do not refund the original shipping fee or any return shipping costs.
• Refunds will usually be made to your original payment method.
• We aim to process refunds promptly — within 14 working days of receiving your returned product, and in any case no later than 30 days.

Exclusions

We cannot accept returns for:

• Products where the hygiene/security seal has been broken or tampered with.
• Products returned outside of the 30-day window.
• Products not purchased directly from our website.

Improper Returns

If you return a product in contravention of this policy and have no other legal right to a refund or exchange:

• We will not refund the purchase price or provide an exchange.
• We may retain the returned product until you cover the cost of re-delivery.
• If payment for re-delivery is not received within 14 days of request, we may dispose of the product without liability.

Our Details

This website is owned and operated by Cosi Care Ltd.
Registered office: The Engine House, Erith, United Kingdom.

You can contact us:

• via our website contact form; or
• by email at info@cosi-care.com.