Returns & Refunds

At Cape & Co., we want you to be completely happy with the products you choose from us, but we understand that sometimes things aren't right. Our policy is designed to give you complete peace of mind while ensuring the quality of our premium collections remains uncompromised.

14-Day Returns Policy

We offer a 14-day returns policy, effective from the day your order is delivered.

Condition

To be eligible for a return, items must be unused, in their original condition, and in their undamaged original packaging.

Assembled Items

If you choose to assemble an item, please be aware that doing so may reduce the value of the goods. If an assembled item is returned within the 14-day cancellation window, we reserve the right to apply a reasonable deduction from your refund to reflect any reduction in value caused by assembly, up to the full value of the goods if they cannot be resold. This does not affect your right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013, or your rights in respect of faulty goods under the Consumer Rights Act 2015.

Hygiene & Use

We are unable to accept used, unwanted items.

How to Initiate a Return 

Before sending any goods back, you must notify us in writing within the 14-day window.

• Request Authorisation: Email us at info@capeandco.uk with your order number and the items you wish to return.
• Returns Authorisation: We will provide a Returns Authorisation number. Please ensure this is clearly marked on your return; failure to do so may delay your refund by up to 30 days.
• Return Window: Once authorised, you have a further 14 calendar days to ensure the returned item is received by our warehouse.

Return Shipping & Collection Fees

Customer Returns

If you arrange your own return, any costs incurred are the responsibility of the buyer. We strongly recommend using a tracked service, as we are not responsible for goods where proof of delivery cannot be provided.

Cape & Co. Collection

For your convenience, we can arrange a professional collection for unwanted items. A flat fee of £120 will be deducted from your final refund amount to cover this service.

Important

We will only collect items that are unopened and have not been assembled. If an item is found to be opened or assembled upon arrival, the collection will be refused.

Damaged & Missing Parts

Reporting Window

To help us resolve issues as quickly as possible, we ask that you report any visible damages, discrepancies, or missing items to us within 48 hours of delivery. This is our preferred internal process to assist with carrier claims and swift resolution — it does not limit or override your statutory rights under the Consumer Rights Act 2015.

Delivery Notes

On arrival, if the outer packaging appears visibly damaged, we strongly recommend noting this on the delivery note before signing. This helps us raise a claim with our carrier on your behalf and speed up resolution. Please be aware that failure to note visible damage may limit our ability to recover costs from the carrier; however, this does not affect your statutory rights under the Consumer Rights Act 2015.

Missing Items on Assembly

Should a part appear missing during assembly, please report the specific part number and description found in the manual.

Unsigned Deliveries

If you authorise your delivery to be left without a signature (for example, in a safe place or with a neighbour), please note that this increases the risk of loss or theft. Where no proof of delivery to you personally exists, our ability to raise a claim with the carrier will be limited. We will always endeavour to assist, and your statutory rights under the Consumer Rights Act 2015 remain unaffected.

Refusal of Delivery & Cancellations

Refusal of Delivery

If you refuse a delivery because of visible transit damage, we will arrange a replacement or refund at no extra cost to you. If you refuse delivery for any other reason, this will be treated as a cancellation under our 14-Day Returns Policy. In that case, the cost of return shipping back to our warehouse will be deducted from your refund. Any deductions we make will not exceed our actual, reasonable direct costs. Where you are exercising your legal right to cancel, your original standard delivery charge will be refunded.

Cancellations

You have the right to cancel your order at any time before it is dispatched — please contact us as soon as possible at info@capeandco.uk. If your order has already been dispatched or delivered, you retain the legal right to cancel within 14 calendar days of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right, please notify us in writing within the 14-day window and return the goods in accordance with our Returns Policy above.

Refunds

Inspection

Once your items are received by our warehouse, we will inspect them promptly and issue your refund within 14 calendar days of receipt (or within 14 calendar days of you providing us with proof of return, if earlier). We aim to complete inspections as quickly as possible.

Approval

Once confirmed to be in a satisfactory condition, a refund will be processed to your original payment method. Where a deduction applies (for example, due to diminished value), we will notify you before processing.

Delivery Charge Refund

Where you cancel your order within the 14-day cancellation window under the Consumer Contracts Regulations 2013, your refund will include your original standard delivery charge (or the equivalent of the least expensive standard delivery option we offer, if you chose a more expensive option). Any collection or return shipping charges are separate and handled in accordance with the Return Shipping section above.

Timeline

While we action refunds immediately, it may take a further 5–7 working days to show in your account.

Please note: Nothing in this policy affects your statutory rights, including your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and your rights in relation to faulty, damaged, or misdescribed goods under the Consumer Rights Act 2015. If you are unsure of your rights, you can seek advice from Citizens Advice (citizensadvice.org.uk) or your local Trading Standards office.