Refund policy

Returns & Refunds

As all items are made to order and often customised, we do not generally accept refunds for change of mind once production has commenced. However, your statutory rights under UK consumer law remain fully protected.

If you wish to cancel your order before work has started, you are entitled to a full refund.

If you request cancellation after production has begun, a refund of 50% of the order value will be issued. This reflects materials purchased, labour, and services already rendered at the time of cancellation.

You may request to return your item within 14 days of receiving it if you have changed your mind. Return shipping costs are the responsibility of the customer. and as aformentioned a refund of 50% of the order value will be issued.

 

Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a remedy if your item is faulty, damaged on arrival, or not as described, provided the issue was not caused by misuse, accidental damage, or customer handling.

Please inspect your order upon receipt and contact us promptly if:

The item is defective

The item arrived damaged

You received the wrong item

We may request photographs or other reasonable evidence to assess the issue.

Where a genuine fault is confirmed, we will, at our discretion and in line with UK law:

Repair the item, or

Provide a full or partial refund where repair or replacement is not possible

 

Exchanges

Exchanges are considered on a case-by-case basis where an item is confirmed to be defective beyond reasonable repair and the issue is not due to customer damage, misuse, or normal wear and tear.

Replacement items will require the same production time as the original piece.

 

Evidence for Damage Claims

Damage or defect claims must be supported by sufficient evidence (such as photographs) showing the issue was not caused by the customer. Each case is reviewed individually and fairly.

 

Contact

For any returns, faults, or cancellation requests, please contact: info@thecosforge.com

Please include:

Your order number

A Description of the issue

Supporting photos (where applicable)