Returns & Exchanges

Policy

1. Overview

This Returns & Refunds Policy applies to all purchases made from Comfort Care Direct. We aim to ensure all products meet high-quality standards before dispatch. Please read this policy carefully before making a purchase.

2. Faulty Items

2.1. Under the Consumer Rights Act 2015, you have the right to return items that are:

  • Faulty
  • Not as described
  • Not fit for purpose
  • Not of satisfactory quality

2.2. For faulty items, we will:

  • Provide a full refund
  • Process your refund within 14 - 30 days of receiving the returned item

2.3. To return a faulty item:

  1. Contact us within 14 days of receiving your order
  2. Provide clear photos showing the fault
  3. Include your order number and description of the fault
  4. Wait for our team to provide return authorisation
  5. Package the item securely with all original tags and packaging

3. Non-Faulty Items

3.1. We do not offer refunds or exchanges for change of mind, incorrect size selection, or other non-fault reasons.

3.2. Please ensure you:

  • Check all specifications carefully before ordering
  • Select the correct size using our size guide
  • Contact us with any pre-purchase questions

4. Exceptions to Returns

We cannot accept returns on:

  • Items that have been used or worn
  • Items with removed tags or packaging
  • Items marked as final sale
  • Intimate items for hygiene reasons

5. Online Orders and Distance Selling

5.1. Under the Consumer Contracts Regulations 2013, you normally have 14 days to change your mind for online purchases. However, as clearly stated in this policy, we do not accept returns for change of mind.

5.2. Your statutory rights relating to faulty goods remain unaffected.

6. Making a Return

To return a faulty item:

6.1. Contact Information:

6.2. Required Information:

  • Order number
  • Photos of the fault
  • Description of the issue
  • Your contact details

6.3. Return Address: Please contact customer services for up to date address. 

6.4. Please note that customers are responsible for the cost of return postage, and we do not cover these fees.

7. Refund Process

7.1. Once we receive your faulty return:

  • We will inspect the item within 5 business days
  • If the fault is confirmed, we will process your refund
  • Refunds will be issued to your original payment method
  • You will receive an email confirmation

7.2. Refund Timeframes:

  • Processing time: 3-5 business days
  • Bank processing time: 3-5 business days (varies by bank)

8. Damaged in Transit

8.1. If your order arrives damaged:

  • Take photos of the damaged packaging and products
  • Contact us within 24 hours of delivery
  • Keep all original packaging for inspection
  • Do not return items without our authorisation

9. Sale Items

9.1. This policy applies equally to sale items regarding faulty goods.

9.2. Special promotions or flash sales may have specific terms which will be clearly stated at time of purchase.

10. Contact Us

If you have any questions about our returns policy, please contact us:

12. Changes to This Policy

We reserve the right to update this policy at anytime. Changes will be posted on our website and will not affect orders placed before the change