1. Cancellation Rights
1.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 calendar days after the day on which you receive your goods (except for bespoke or made-to-order items). You do not need to provide a reason.
1.2 To cancel your order, you must notify us by email at orders@coirproducts.co.uk or by any other clear written statement.
1.3 You cannot cancel your contract if the goods you have ordered are bespoke or made to order.
1.4 Returns and Costs (Standard Items)
If you cancel your order after receiving the goods:
– You must return the goods at your own cost and risk
– Goods must be returned unused, in original packaging, and in a resalable condition
– We recommend using a tracked and insured delivery service
If goods are not returned in a resalable condition, we reserve the right to make a deduction from your refund.
1.5 Large / Bulky Items (Including 2 Metre Rolls)
Due to the size, weight, and specialist handling requirements of certain products (including but not limited to 2 metre coir rolls), these items are classified as bulky or oversized goods.
By placing an order for such items, you agree to the following:
– You are responsible for the full cost of returning bulky goods
– Return costs may exceed £120+ vat depending on carrier rates
– We do not provide free return labels for bulky items
– If you request collection, a charge of £120 + VAT will be deducted from your refund
– This reflects actual courier and logistics costs
– Original outbound delivery charges are non-refundable for bulky items
1.6 Cancellation After Dispatch
If you cancel after dispatch:
– You must accept delivery and then return the goods
– You are responsible for return shipping costs
1.7 Refunds
Refunds will be processed within 14 days of receiving returned goods or proof of return.
Refunds may take 1–28 days depending on your bank.
1.8 Deductions
We may deduct from your refund if:
– Goods show signs of use
– Packaging is missing or damaged
– Items are not returned safely
2. Cancellation by Us
We may cancel orders due to stock issues, delivery limitations, or pricing errors.
Refunds will be issued within 14 days.
3. If There Is a Problem With the Goods
If goods are faulty, damaged, or incorrect:
– Contact orders@coirproducts.co.uk with evidence
– We will arrange refund, replacement, or collection at our cost
4. Liability
We are only responsible for foreseeable losses.
We are not liable for business losses including lost profits, revenue, or crop yield.
Natural variations in products may occur.
5. Gift Vouchers
Gift vouchers are non-refundable and valid for one transaction only, and cannot be transferred