Refund policy
RETURN AND REFUND POLICY
30 days to send it back
You have 30 days from delivery to send anything back. Sleep on it, wash it, live with it, used and washed is fine. We refund the full price plus standard delivery to your original payment method within 14 days of the parcel reaching us, or of you sending proof of posting. You cover the return postage. An InPost locker costs about £2.60 and needs no printer. Items damaged by misuse, or returned unclean, may be refunded in part.
How it works
- Email support@coldside.us with your order number and say you’d like to return it. No form, no quiz.
- We’ll send you the UK return address and a returns reference within one business day.
- Post it back, clean and dry, in any packaging, and keep your proof of posting.
- We refund within 14 days of receiving it, and we’ll email you when it’s done.
Earplugs and the silk mask
Earplugs are sealed for hygiene, so once opened they can only come back if faulty. The silk sleep mask can be returned unworn within 30 days, and once worn only if faulty.
Free gifts
Free gifts belong to the order they came with. If a return takes that order below the gift threshold, we deduct the gift’s normal price from your refund: silicone earplugs £8, mulberry silk sleep mask £12. You keep the gift, we don’t ask for it back. If your order stays over the threshold after the return, nothing is deducted.
Faulty or wrong items
If something arrives damaged, faulty or not what you ordered, email support@coldside.us with a photo within 30 days of delivery. We’ll replace it or refund it in full, your choice, and we’ll cover the return postage if we need it back.
Cancelling before it ships
Email support@coldside.us as soon as possible. If the order hasn’t shipped, we’ll cancel and refund it in full. If it has, follow the returns process above.
Outside the UK
The same rules apply. Return shipping is at your cost to the address we give you when you confirm the return.
Your legal rights
Nothing here limits your statutory rights. You can cancel any order within 14 days of receiving it for any reason under the Consumer Contracts Regulations 2013, and you’re entitled to a repair, replacement or refund if goods are faulty, not as described or not of satisfactory quality under the Consumer Rights Act 2015. Our 30 day returns sit on top of these rights, not in place of them.
Questions
support@coldside.us. We reply within one business day.
