Refund policy
The Coach House Store Limited
Return and Refund Policy
Returns for change of mind
Thank you for shopping with The Coach House Store. We want you to be completely satisfied with your purchase but understand that sometimes you may change your mind. You may return an eligible item for a refund/store credit or exchange for change of mind within 14 days from the day after your item is delivered to you. To be eligible for a return you must meet all the following conditions to request a return for change of mind.
Return conditions
· You request a refund for change of mind within 14 days from the day after the products (or the last of the products) are delivered to you.
· Your item must be in same condition that you received it, and must not have been used, worn, damaged, tampered with, washed, or altered, with tags and in its original packaging.
· None of the exceptions below apply.
Exceptions/non-returnable items
We are unable to accept returns for change of mind for:
· Custom products, such as special orders or personalised items.
· Goods sealed for hygienic purposes, if they have been unsealed.
· Perishable goods, such as food, flowers or plants.
· Personal care goods, such as beauty products.
· Hazardous materials, flammable liquids or gases.
· Sale items
· Gift cards
If you are exercising your 14-day change of mind returns right, and the products have been mishandled by you, we may make a deduction from your refund. This deduction will not exceed the price you paid for the products. We may either reduce your refund by this amount or if we have refunded you the price before we are able to inspect the products and we later discover that the products have been handled in an unacceptable way, you must pay us the appropriate amount.
Faulty items/Damages and Issues
Please inspect your order upon delivery.
If your item is damaged, faulty, or incorrect, you must contact us within 48 hours of delivery at Customersupport@thecoachhouse.store, including:
· Your order number
· Clear photographs of the item(s)
· Photographs of the packaging
This allows us to assess and resolve the issue promptly.
Please note:
We may not be able to guarantee a resolution for damage reported outside of this timeframe
How to return to us
Contact our team to initiate a return
· The easiest way to submit a returning is using our returns portal at Request a return
· Alternatively, you can email us at Customersupport@thecoachhouse.store. You should include details of your order number, the items you are wishing to return along with any relevant information. If you are exercising your 14-day change of mind return rights, you may also use our Cancellation Form and email or post this to us.
If your return is accepted, we’ll send you instructions on how and where to send your package.
The customer is responsible for the cost of return. We advise using a tracked service to ensure your delivery makes it back to us safely and securely, so please retain your proof of postage.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Although exchanges are available on request.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Customersupport@thecoachhouse.store.
Need help? Contact Us
The Coach House Store Ltd (Company number 16262055)
For more information, you can:
· Contact us by email at Customersupport@thecoachhouse.store, and we will aim to respond to your enquiry within two business days.
· View our full terms and conditions at Terms of service – The Coach House Store Ltd.