Returns and Exchanges
Returns and Exchanges
What can be returned, the condition it needs to be in, and how the process works.
How returns work
You can request a return within 30 calendar days of receiving your order. Once your request is approved, you'll have 14 days to send the item back to us at 45 High St, Amersham HP7 0DP, United Kingdom.
Damaged or faulty items
If an item arrives damaged or develops a fault, contact us with your order number and photos of the issue. We'll arrange a return, repair, replacement, or refund as appropriate — you will not be charged return shipping for a faulty item.
Wrong or not-as-described items
If you receive the wrong item, or an item that doesn't match its description, contact us and we'll correct it at no cost to you, including return shipping.
Change of mind
If you simply no longer want an item, you can return it within the period stated above, provided it meets the condition requirements below. Original outbound shipping costs are non-refundable in this case unless stated otherwise.
Condition requirements
Items must be unworn, unused, unwashed, and in their original condition with all tags and packaging intact. We can't accept items that have been worn, altered, damaged after delivery, or returned without their original packaging, except where the item was faulty or incorrect on arrival.
Sale and final-sale items
Items purchased at a discount can be returned under the same terms as full-price items unless a product is explicitly marked "final sale" at checkout, in which case it isn't eligible for a change-of-mind return or exchange. This doesn't affect your rights if the item is faulty or not as described.
Personalised or special-order items
Personalised or special-order items are not eligible for change-of-mind returns, as they're produced specifically for you. This does not remove your rights if the item is faulty or not as described.
UK customers — your legal right to cancel
In addition to the policy above, UK consumers have a statutory right under the Consumer Contracts Regulations 2013 to cancel most online orders within 14 days of receiving the goods, for any reason, without needing to justify why. You then have a further 14 days to return the item once you've told us you're cancelling. This legal right exists regardless of any policy on this page and generally can't be waived by us — some exceptions apply, such as personalised goods or hygiene-sealed items where the seal has been broken. Faulty or misdescribed goods are separately covered by the Consumer Rights Act 2015, which gives you additional rights including repair, replacement, or refund depending on how long you've had the item.
US customers
In the United States, returns for change-of-mind purchases are governed by the policy on this page rather than a general statutory cooling-off right — federal and state law don't provide one for standard retail purchases. Items that are defective or materially different from their description are separately protected under implied warranty law; see our Warranty Policy for more detail.
How do I start a return?
Contact us with your order number through our Contact page and we'll confirm eligibility and next steps.
Can I exchange for a different size instead of a refund?
Exchanges are offered for items that are damaged, defective, or incorrect. For other requests, please return your item and place a new order.
What if I received the wrong item?
Contact us right away — we'll send the correct item and cover return shipping for the incorrect one.
Do I have to pay for return shipping?
Customer pays for change-of-mind returns, except for faulty, incorrect, or not-as-described items, which are always free to return.
Ready to start a return?
Email contact@cooperativeatma.com with your order number, or use our contact form.
Start a return