Refund policy

Last updated: 29 October 2025
Questions? Email ColdCultureClub@gmail.com

At Cold Culture Club we want you to love your kit. If something isn’t right, we’ll help you sort it quickly.

Returns window

You can return eligible items within 30 days of delivery for a refund or exchange. This sits alongside your statutory rights, including the 14-day cooling-off period for online purchases.

Our hygiene standard

For everyone’s safety, returned swim socks must be new and resellable. Because there’s no hygiene seal, we accept change-of-mind returns only where the socks are:

  • Unworn and unused (indoor try-on only to check size)

  • Not placed in water and not wet

  • Clean and odour-free  no sand, mud, lint, hair, deodorant, makeup or marks

  • In the original packaging with tags/labels included

Important: If an item shows signs of wear or use beyond what’s necessary to check size and fit (e.g. outdoor use, moisture, visible soiling, odour), we may reduce your refund to reflect diminished value, or decline the return where it’s not in a hygienic, resellable condition. This is in line with UK consumer law.

Not returnable

  • Items marked Final Sale

  • Gift cards

  • Free gifts or promotional items (must be returned if your refund removes eligibility)

Faulty or incorrect items

If your item arrives faulty, damaged, or not as ordered, email ColdCultureClub@gmail.com within 30 days of delivery with your order number and photos. We’ll arrange a replacement or refund. Your rights under the Consumer Rights Act 2015 are not affected (including the short-term right to reject faulty goods).

How to start a return

  1. Email ColdCultureClub@gmail.com with your order number, the item, and whether you’d like a refund or exchange (include size/colour if exchanging).

  2. We’ll reply with the return address and simple packing instructions.

  3. Pack securely. We recommend a tracked service and keeping proof of postage.

Unless the item is faulty or we made a mistake, return postage and any re-shipping is paid by you. Original delivery costs are non-refundable.

Exchanges

Exchanges are subject to stock. If your requested item isn’t available, we’ll refund your original payment method.

Refund timing

Once your return arrives, we’ll inspect it and email you. Approved refunds are issued to your original payment method within 5–10 business days (your bank/card issuer may take a little longer). If a return isn’t eligible, we’ll let you know and can ship it back at your cost.

Cooling-off period (UK)

You have 14 days from delivery to tell us you’d like to cancel, then another 14 days to send items back. Where an item has been handled more than necessary to check its nature, characteristics and functioning, we may deduct for diminished value. Our 30-day policy is more generous on time, but the hygiene standard above still applies.

International returns

From outside the UK, return shipping, duties and taxes are your responsibility unless the item is faulty. We can’t refund import duties/taxes charged by your customs authority.

Return address

Cold Culture Club
1 Hazel Place, Hambleton, ENG, FY6 9FW, United Kingdom
(Please email us before sending a return so we can match it to your order.)

A note on fairness

We’re swimmers too and hygiene matters. These rules keep things safe for everyone while staying fair and in line with UK consumer law. This policy does not affect your statutory rights.