Return & Refund Policy
Coal and Company is a UK-based online retailer. This policy applies to orders delivered within the United Kingdom.
1) Change of mind returns (14-day cancellation right)
If you’ve changed your mind, you have 14 days from the day after you receive your order to tell us you want to return it.
To start a return, email returns@coalandcompany.co.uk with:
- Your order number
- The item(s) you’d like to return
- Your reason for return (optional, but helpful)
Once you’ve told us you want to return your item(s), you then have a further 14 days to send them back.
2) Return eligibility
To be eligible for a return, items must be:
- Unused and in the same condition you received them
- In original packaging (including any protective inserts)
- With all parts, accessories, manuals, and any included components
Please keep proof of purchase (order confirmation email is fine).
Outdoor products note: If an item has been assembled, used outdoors, exposed to heat, fuel, smoke, ash, grease, or weathering, we may be unable to accept it as a change-of-mind return.
3) How to return an item
To request a return, contact: returns@coalandcompany.co.uk
If your return is accepted, we’ll send:
- Return instructions
- A return label where applicable, or return booking guidance (for larger items)
Please do not send any returned goods to the address listed on the website. Any goods sent to this address will be returned to you at your own cost.
Unrequested returns: Items sent back without contacting us first may not be accepted.
4) Return shipping & collection (especially for larger items)
Many outdoor living products are bulky or delivered by courier/pallet. If your order requires collection:
- We’ll confirm the collection process and any costs before booking.
Return shipping costs:
Unless the item is faulty or sent in error, the customer is responsible for return costs. (If we arrange a collection, the collection cost may be deducted from your refund.)
5) Damaged, faulty, or incorrect items
Please inspect your order on delivery and contact us as soon as possible if:
- Your item arrives damaged
- The item is faulty
- You received the wrong item
Email returns@coalandcompany.co.uk with your order number and clear photos. We’ll work quickly to make it right (replacement, parts, or a refund where appropriate). Your rights for faulty goods are separate from change-of-mind returns.
6) Non-returnable items (exceptions)
Some items can’t be returned for change-of-mind reasons, including:
- Custom-made or personalised items (including special orders)
- Perishable goods (where applicable)
- Sealed goods that aren’t suitable for return for health/hygiene reasons once unsealed (where applicable)
- Hazardous or flammable goods and items restricted for safe transport (for example, fuels, firelighters/accelerants, gas canisters, or similar items) — unless faulty
Gift cards are non-refundable.
If you’re unsure whether your item is returnable, email us before purchasing and we’ll advise.
7) Exchanges
We don’t offer direct exchanges. The quickest way to get the right item is to:
- Request a return (if eligible), and
- Place a new order for the item you want.
8) Refunds
Once we receive and inspect your return, we’ll email you to confirm whether it’s approved.
If approved, you’ll be refunded to your original payment method. Refunds are processed within 14 days of either:
- us receiving the returned goods, or
- you providing evidence that you’ve sent them back (whichever is sooner).
Please note: banks and card providers can take additional time to show the refund in your account.
If it’s been more than 15 business days since we confirmed your refund was approved, contact returns@coalandcompany.co.uk
9) Contact
Returns: returns@coalandcompany.co.uk
General: info@coalandcompany.co.uk
Phone: 03300 436315