Return and Refund Policy

Order cancellations

You may request the cancellation of an order at any time before it has been fulfilled or shipped.

To request a cancellation, sign in to your customer account using the profile icon on our website, select the relevant order and click Cancel items. You can also contact us at cottoncord.eu@gmail.com.

If your order has already been shipped, it can no longer be cancelled. You may instead request a return after receiving it, subject to the conditions set out below.

Cancellation and return requests are reviewed before being approved. Submitting a request does not automatically cancel the order or issue a refund.

30-day return policy

We offer a 30-day return period for eligible, non-personalized products. This means that you have 30 days after receiving the last item in your order to request a return.

For returns requested after the statutory 14-day EU withdrawal period, the item must be:

• unused and in the same condition in which you received it;
• complete and undamaged;
• in its original packaging, where applicable;
• suitable for resale.

You will also need your order confirmation, receipt or other proof of purchase.

How to request a return

To request a return:

1. Sign in to your customer account using the profile icon on our website.
2. Select the order containing the item you want to return.
3. Click Request return.
4. Select the item, choose a return reason and submit your request.

You may also contact us at cottoncord.eu@gmail.com.

If your return request is accepted, we will send you return instructions and confirm the return address.

Returns must be sent to:

 

Oleh Vakurov

Vratislavská 387/5

181 00 Praha 8-Bohnice

Czechia

 

Please do not send any products back before submitting a return request. Items returned without sufficient information to identify the order may cause delays in processing the return.

Packages sent cash on delivery will not be accepted.

Return shipping costs

If you return an item because you changed your mind, you are responsible for the direct cost of return shipping. We recommend using a tracked shipping service and keeping proof of postage.

We do not provide a prepaid return label for change-of-mind returns unless we explicitly agree otherwise.

If an item is defective, damaged during delivery or you received the wrong item, we will cover the reasonable return shipping costs or provide other appropriate return instructions.

Original delivery charges are non-refundable except where required by applicable consumer law. For eligible EU withdrawals made within the statutory 14-day period, we will refund the cost of our least expensive standard delivery method. Any additional cost resulting from your choice of express or another more expensive delivery method will not be refunded.

European Union right of withdrawal

If you are a consumer in the European Union, you have the legal right to withdraw from your online purchase without giving a reason.

You may exercise this right at any time before the order is shipped and for 14 days after the day on which you, or a person designated by you, receives the last item in the order.

If the 14-day period ends on a weekend or public holiday, the deadline is extended until the next working day.

To exercise your right of withdrawal, submit a cancellation or return request through your customer account, or send us a clear statement of your decision to withdraw by email at cottoncord.eu@gmail.com.

After notifying us of your withdrawal, you must send the goods back within 14 days.

During the withdrawal period, you may inspect and handle the goods only as you would reasonably do in a physical shop. You may be responsible for any reduction in value caused by handling or using the goods beyond what is necessary to establish their nature, characteristics and functioning.

We will refund the payments received from you, including the cost of our least expensive standard delivery method, within 14 days after you notify us of your withdrawal. We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.

The refund will be made to the original payment method unless expressly agreed otherwise. You will not be charged a fee for the refund.

The direct cost of returning the goods is your responsibility unless the goods are defective, damaged, incorrect or we have agreed to cover the return cost.

Exceptions and non-returnable items

The following products cannot be returned or cancelled because of a change of mind:

• products genuinely made to your individual specifications;
• clearly personalized products;
• gift cards, except where applicable law requires otherwise.

If production of a custom or personalized product has not yet begun, please contact us immediately. We may still be able to approve the cancellation, but this cannot be guaranteed.

Sale items remain eligible for the statutory EU 14-day right of withdrawal where that right applies. Outside the statutory withdrawal period, sale items are excluded from our voluntary extended 30-day return policy.

The exclusions above do not affect your rights if an item is defective, damaged, incorrectly supplied or otherwise does not conform to the order.

Please contact us at cottoncord.eu@gmail.com if you are unsure whether a specific product is eligible for return.

Damaged, defective or incorrect items

Please inspect your order after delivery and contact us as soon as possible if:

• an item is defective or damaged;
• you received the wrong product;
• an item is missing from your order.

Please include your order number, a description of the issue and clear photographs where applicable. We will assess the issue and provide an appropriate solution.

Nothing in this policy limits your statutory rights regarding defective or non-conforming goods.

Exchanges

We do not process direct exchanges through the self-service return system.

The fastest way to receive a different product is to request a return of the original item and, after the return is approved, place a new order for the replacement product.

Refunds

We will notify you after we have received and inspected your return.

Approved refunds will be issued to the original payment method. Depending on your bank or card provider, it may take additional time for the refund to appear in your account after we have processed it.

For EU withdrawals made within the statutory 14-day period, the refund deadlines and conditions stated in the European Union right of withdrawal section apply.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at cottoncord.eu@gmail.com.

Contact

For questions about cancellations, returns or refunds, contact us at:

cottoncord.eu@gmail.com