Refund policy

Returns & Exchanges Policy

Last updated: 15 June 2026
Questions? Email ColdCultureClub@gmail.com

Overview

We want you to be happy with your Cold Culture Club order.

This policy explains how returns, exchanges, cancellations, faulty items and refunds are handled.

This policy does not affect your statutory rights.

Change-of-mind returns

If you bought from us online, you have the right to cancel your order within 14 days of receiving it.

You then have another 14 days to return the item to us after telling us you want to cancel.

You do not need to give a reason.

To start a return, please email ColdCultureClub@gmail.com with your order number and the item you would like to return.

Return condition

Returned items must be returned in a clean, unused and resaleable condition, with any tags, labels and original packaging included where possible.

You are allowed to inspect or try an item in the same way you would in a shop.

If an item has been used, worn, damaged, marked, washed, altered, or handled more than necessary, we may reduce the refund to reflect any loss in value.

For hygiene reasons, please do not return items that have been worn in water, used for swimming, used for ice baths, or returned in an unclean condition unless the item is faulty.

This does not affect your statutory rights.

How to return an item

Please email ColdCultureClub@gmail.com before sending anything back.

Include:

Your order number
Your full name
The item you want to return
The reason for return, if you are happy to provide it

We will then confirm the return instructions.

Please do not send items back without contacting us first, as this may delay your refund or exchange.

Return postage

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning the item to us.

We recommend using a tracked service and keeping proof of postage until your refund or exchange has been processed.

If the item is faulty, damaged or incorrect, we will arrange a suitable solution, which may include a replacement, refund or reimbursement of reasonable return postage.

Refunds

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

Where a refund is due, we will refund you within 14 days of receiving the returned item, or within 14 days of receiving proof that you have posted it back to us, where required by law.

Refunds will usually be made to the original payment method.

Your bank, card provider or payment provider may take additional time to process the refund.

Delivery cost refunds

If you cancel your order under your statutory cancellation rights, we will refund the item price and our standard outbound delivery cost, where required by law.

If you selected a more expensive delivery option, we are only required to refund up to the cost of our standard delivery option.

If you return only part of your order, we may not refund the original delivery cost unless required by law.

Original delivery charges are not refunded for returns outside your statutory cancellation rights unless the item is faulty, damaged or incorrect.

Exchanges

We may offer exchanges where stock is available.

If you need a different size, product or print, please email ColdCultureClub@gmail.com with your order number.

If the replacement item costs more, you may need to pay the difference.

If the replacement item costs less, we may refund the difference.

You may be responsible for return postage and any additional delivery costs unless the exchange is needed because the item is faulty, damaged or incorrect.

Faulty, damaged or incorrect items

If your item is faulty, damaged or incorrect, please email ColdCultureClub@gmail.com as soon as possible.

Please include:

Your order number
A description of the issue
Photos of the item
Photos of the packaging and shipping label, where relevant

If the item is faulty, damaged or incorrect, we will arrange a suitable solution. This may include a replacement, repair, refund or reimbursement of reasonable return postage.

This does not affect your statutory rights.

Damaged in transit

If something arrives damaged, please keep the packaging and email photos of the outer packaging, shipping label and item as soon as possible, ideally within 7 days.

This helps us investigate with the carrier and resolve the issue quickly.

This does not affect your statutory rights.

International returns

International customers are responsible for the cost of returning items unless the item is faulty, damaged or incorrect.

International orders may be subject to customs duties, import VAT, local taxes, tariffs, courier handling fees or other charges set by the destination country.

Unless duties and taxes are clearly shown as included at checkout, these charges are the responsibility of the customer.

If an international parcel is refused, not collected, or returned to us because customs duties, taxes or carrier fees were not paid, we may deduct any unrecoverable original shipping cost, return shipping cost and carrier charges from any refund due, except where the item is faulty, damaged, incorrect or where your statutory rights say otherwise.

We cannot refund customs duties, import VAT, local taxes, tariffs or courier handling fees charged by your country or carrier.

This does not affect your statutory rights.

Orders returned to sender

If an order is returned to us because of an incorrect or incomplete address, missed collection, failed delivery attempt, unpaid customs charges or refusal of delivery, we may deduct any unrecoverable postage and carrier charges from your refund.

If you would like the order resent, you may need to pay a new delivery charge.

This does not affect your statutory rights.