Return policy

Cosylamp Return Policy

We aim to offer clear, fair, and transparent return conditions that respect your rights while ensuring the sustainability of our business.

Scope & Applicability
This return policy applies to all purchases made through www.cosylamp.com. It complies with UK and EU consumer protection laws.

Contact Information
To initiate a return or for any return-related questions, you must first contact us at:
contact@cosylamp.com

Important: Our UK business address is not a return location. All returns must be authorised and registered with us in advance. Once approved, you will receive a return label and the correct return address.

Our official return processing center is located at:
Unobrand (Return Center)
Logistyczna 3, 05-230 Kobyłka, Poland

Returns sent to this address without prior approval may be refused.

Please note: Since the UK is no longer part of the EU, return shipments from the UK to our EU return center may incur customs duties, import taxes, or handling fees. These are the responsibility of the customer unless otherwise agreed. We advise using a courier service that handles customs declarations to prevent delivery delays or rejection.

1. How to Initiate a Return

To initiate a return, email us at contact@cosylamp.com with:

  • Your order number
  • The reason for return
  • Clear photos (if the item is damaged or incorrect)

All returns must be reported within 30 calendar days of receiving the item. Returns without prior notice and approval may be refused.

2. Accepted Returns

We accept returns under the following conditions:

a) Change of Mind (within 30 days)

You may return your product if:

  • It is unused, undamaged, and in original packaging
  • All components are intact
  • It is not a personalised or custom-made item

You are responsible for:

  • Return shipping costs
  • Original shipping costs (even if “free shipping” was applied at checkout) if you notify us after 14 days of receipt
  • Using a tracked shipping method
  • Safe packaging and proof of shipment

We recommend insured shipping for fragile items such as lamps. We cannot refund lost or damaged return parcels unless insured.

b) Faulty or Damaged Item

If your item arrives damaged or defective:

  • You must notify us within 3 calendar days of delivery
  • Include clear photos of the item, packaging, and shipping label

If confirmed, we will offer:

  • A free replacement, or
  • A full refund including any applicable return shipping costs

c) Incorrect Item Received

If you received the wrong item, we will cover all shipping costs and send the correct product free of charge.

d) Item Not Delivered

If your order has not arrived after 15 business days, contact us. We will investigate with the courier. If loss is confirmed, we will issue a replacement or full refund.

e) Exchanges

We allow exchanges for different models or sizes if:

  • The item is unused and in original condition
  • You cover the return shipping and the shipping cost for the replacement item

3. Non-Refundable Items

We do not accept returns of:

  • Custom or made-to-order products (e.g. lamps with custom cable lengths or modified formats)
  • Items showing signs of use, installation, or damage
  • Hygiene-related products unless sealed and unused

4. Colour & Measurement Disclaimer

Due to differences in lighting, photography, and screen settings, product colours may slightly vary. This does not qualify as a defect.

Size differences of up to 4 cm are considered acceptable due to manufacturing tolerances and manual measurement methods. These are not valid grounds for return.

5. Return Costs & Deductions

If returning due to change of mind after 14 days, the customer is responsible for:

  • The return shipping cost
  • The original shipping cost, even if “free” at checkout (typically £30–£200, depending on location and product size)
  • Any customs duties, VAT, or import fees resulting from return shipments from the UK to our EU return center

We also reserve the right to:

  • Deduct up to £15 per item in restocking and handling fees if the item requires inspection, repackaging, or repair
  • Apply a partial refund (typically 20–50%) if the item is returned damaged, incomplete, or clearly used

6. Store Credit Option (+15% Bonus)

As an alternative to a refund, you may choose store credit worth 15% more than your refund amount. Benefits:

  • Faster processing (2–3 business days)
  • No deduction for original shipping
  • Bonus value for your next purchase

This option is subject to eligibility and at Cosylamp’s discretion.

7. Order Cancellation

You may cancel your order at no cost before it is shipped. If your order has already been dispatched, you must follow the return process upon delivery.

8. Refund Processing

  • Refunds are processed within 7 business days after we receive and inspect the returned item
  • You will receive an email confirmation once processed
  • Refunds are issued to your original payment method

9. Your Legal Rights

This policy does not affect your statutory rights as a consumer under UK or EU law.

If you believe your return case falls outside of this policy but deserves special consideration, please contact us — we’re here to help.

Questions?

Visit our FAQs page or contact our customer services.

Contact Information:
Store name: Cosylamp
Address: 207 Regent Street, Third Floor, Suite 8-218, London, W1B 3HH, United Kingdom
Email: contact@cosylamp.com
Phone: +442045774196

Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM (GMT)

We do our best to reply to your e-mail within 1–2 business days.