We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@coheal.co.uk. If your return is accepted, we’ll send you a confirmation, as well as instructions on how and where to send your package. You will have to buy a return label at your own cost. 

Please note that returns will need to be sent to the following address:

ONLY RETURN ADDRESS:

COHEAL Ltd B1E005

Unit 1a Upper Fforest Way, Swansea, SA6 8PJ

United Kingdom

Add your order number and your name to the package so that we could recognise your return. 

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@coheal.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like goods that have been opened or used.

You may refer to the following stock status on product page to estimate the processing time.

• Dispatch Same-Day up to 13:00.
• Dispatch within 48 hours.
• Dispatch within 4 - 7 working days.
• Dispatch within 2 - 3 weeks.
• Out of stock.

Pre-order products (Dispatch/ships 4 - 7 working days, Dispatch/ships in 2 - 3 weeks): All customers ordering pre-order products on our website specifically agree upon the following terms and conditions which accompany such orders. View more in section 16 Terms of service.

By placing the order for a pre-order product, the customer acknowledges that the product is specifically ordered for them and cannot be cancelled,  exchanged or returned (unless faulty). 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@coheal.co.uk.

Returns due to incorrect delivery address & non collection from a local Royal Mail Sorting Office:

In the event that a customer provides us with an incomplete delivery address or fails to collect their item from their local Royal Mail sorting office then the item will be returned to us by Royal Mail. We will deduct £3.95 (this is what we get charged) from any refund plus any postage paid on return of the item. Sadly we have to pass this cost on as the level of incomplete addresses is rising even after simplifying the checkout process for you to choose your address. In case that customer would like to resend package we will pass invoice to pay extra £3.95 for the second postage.

Shipping Surcharges Policy:

At our store, we strive to provide efficient and timely delivery services to our customers. In the event that a customer refuses the collection of a pallet or requests a redelivery of a small or large parcel, shipping surcharges may apply.

The surcharges for redelivery are as follows:

• Redelivery of a small parcel: £3.95.
• Redelivery of a large parcel: £15.
• Redelivery of a pallet: £30 to England & Wales, £80 to Scotland, £200 to Northern Ireland.
• Refused collection of a pallet: £50 Fee + Original Shipping Fee.

If a customer refuses the delivery of a pallet / won't be available on the place to collect pallet, the store incurs a £50 fee from the shipping company. This fee will be deducted from any applicable refund to the customer + shipping fee which customer did pay during the checkout.