Refund policy

We want you to be happy with your ColdSteez order. If something isn’t right, the information below explains how returns, cancellations, exchanges and refunds work.

14-Day Returns

For eligible online purchases, you have 14 days from the day you receive your order to tell us that you wish to cancel or return it.

Once you have notified us, you then have a further 14 days to send the item back to us.

To start a return, email us at WTF@ColdSteez.com or contact us through our Contact page.

Please contact us before sending your return so that we can provide you with the correct return instructions.

Returns should be sent to:

ColdSteez Ltd
64 Shanklin Road
Brighton
BN2 3LQ
United Kingdom

Items returned without first contacting us may take longer to identify and process.

Condition of Returned Items

You may inspect and try on an item in the same way that you reasonably would in a physical shop.

Where possible, returned items should be kept in good condition and returned with their original tags and packaging.

You are responsible for taking reasonable care of the goods while they are in your possession. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics or fit, and its value has been reduced as a result, we may make an appropriate deduction from your refund as permitted by law.

This does not affect your statutory rights.

Return Postage

For change-of-mind returns, the customer is responsible for the cost of returning the item to ColdSteez.

We recommend using a tracked postal service and keeping proof of postage until your return has been processed.

If your item is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. Where appropriate, ColdSteez will arrange or reimburse reasonable return postage costs.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is faulty, damaged, incorrect or significantly different from its description, contact us as soon as possible at WTF@ColdSteez.com.

Please include your order number and, where useful, photographs showing the problem so that we can resolve the issue as quickly as possible.

Your rights in relation to faulty or incorrectly described goods are separate from the 14-day cancellation right and are protected by UK consumer law.

Nothing in this policy limits or excludes your statutory consumer rights.

Sale and Discounted Items

Sale, promotional and discounted items have the same statutory consumer rights as full-price items.

Eligible sale items purchased online can therefore still be returned under the applicable cancellation rights outlined in this policy.

This does not apply where an item was specifically reduced because of a defect or fault that was clearly brought to your attention before purchase in circumstances permitted by law.

Personalised and Custom-Made Products

Certain goods that are genuinely personalised or made specifically to your individual specifications may be excluded from the statutory 14-day change-of-mind cancellation right.

This does not automatically apply simply because a standard ColdSteez item is printed, embroidered or produced after you place your order.

If a particular product is personalised or custom-made and different return conditions apply, this will be made clear before you purchase it.

Faulty, damaged or incorrectly supplied personalised items remain covered by your statutory consumer rights.

Exchanges

We do not currently operate a direct exchange system.

The quickest way to change a size, colour or product is to return the original item in accordance with this policy and place a new order for the replacement item.

This allows the replacement to be processed without waiting for your original return to reach us.

Gift Cards

Where applicable, gift cards that have already been redeemed or used may not be refundable.

Any statutory rights that apply to a gift-card purchase remain unaffected.

Refunds

Once we receive your return, we will inspect it and confirm whether your refund has been approved.

Where your statutory right to cancel applies, your refund will be processed without undue delay and no later than 14 days after we receive the returned goods or, where applicable, evidence that you have sent them back.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

Your bank, credit-card company or payment provider may take additional time to display the refund after ColdSteez has processed it.

Original Delivery Charges

Where you exercise your statutory cancellation right, we will refund the cost of our standard delivery service if you paid a delivery charge on the original order.

If you chose a more expensive or upgraded delivery service, such as express delivery, we are not required to refund the additional amount above the cost of standard delivery.

If your order originally qualified for free delivery, there is no outbound delivery charge to refund.

For current delivery information, please see our Shipping Policy.

Refunds for Faulty Goods

If an item is faulty, damaged, not as described or otherwise fails to meet your statutory consumer rights, different remedies may apply depending on the circumstances and how long you have owned the item.

These can include a refund, repair or replacement where required by law.

Please contact us at WTF@ColdSteez.com and we will work with you to resolve the issue.

Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as quickly as possible at WTF@ColdSteez.com.

We will do our best to stop the order before fulfilment or dispatch. If the order has already progressed too far to cancel, you may need to receive it and then return it under the procedure above.

Your statutory cancellation rights are not affected.

Questions About a Return

If you’re unsure about anything before returning an item, please contact us: