Refund policy

Last updated: October 20, 2026

1. Overview

At Cortex London, we want you to shop with confidence. We offer a range of Home & Decor products and aim to make the returns and refunds process as clear and straightforward as possible.

If you are not satisfied with your purchase, you may request a return in accordance with this policy and applicable UK consumer protection laws.

For most online purchases, you have a statutory right to cancel your order within 14 days of receiving your goods, without providing a reason. You then have a further 14 days from notifying us of your cancellation to return the goods.

This policy explains how to request a return, how return costs are handled, and how refunds are processed. It does not affect or limit your statutory rights.

2. Return Eligibility and Conditions

For a change of mind or other reason unrelated to a fault, please notify us of your decision to cancel within 14 days of receiving your order.

We ask that products be returned:

• In their original packaging, with the packaging kept intact wherever reasonably possible.

• In an unused condition, without signs of installation, wear, damage or use beyond what is necessary to inspect the product.

• With all supplied components, accessories, instructions and other items included with the original order.

You may handle a product as reasonably necessary to establish its nature, characteristics and functioning, in the same way you might inspect it in a shop.

If handling goes beyond what is necessary and diminishes the value of the product, we may be entitled to make a proportionate deduction from your refund, as permitted by law.

An item will not automatically become ineligible for a statutory return solely because its packaging has been opened or is no longer intact.

These conditions do not restrict your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

3. Return Shipping Costs

Return shipping costs may apply and can vary depending on the product, its size, weight, delivery location and the applicable return arrangements.

Where a return is requested because you have changed your mind, you may be responsible for the direct cost of returning the item, provided this responsibility and any applicable costs have been properly communicated before your purchase.

As our products may be dispatched either from a Cortex London warehouse or directly from a supplier, the return arrangements and applicable costs may differ.

Once you contact us, we will review the relevant arrangements and explain the applicable return instructions and costs before you proceed.

Where the law requires Cortex London to cover return costs, including applicable cases involving faulty, damaged or incorrectly supplied products, we will do so.

We will not impose an undisclosed return fee or charge that is not permitted by law.

4. How to Request a Return

To request a return or cancel an online order, please email:

info@cortexlondon.com

Please include the following information:

• Your order number.

• The name or description of the product you wish to return.

• A brief explanation of your request, if applicable.

• Photographs of any damage, defect or incorrect item, where relevant.

For a change-of-mind cancellation, you must clearly communicate your decision to cancel within the applicable 14-day cancellation period.

You do not need to provide a reason to exercise your statutory cancellation right.

After receiving your email, our customer support team will review your request and provide the relevant instructions.

5. Return Arrangements and Fulfilment Locations

Cortex London uses different fulfilment arrangements depending on the product ordered.

Products dispatched from Cortex London warehouses

If your product was dispatched from a Cortex London warehouse, we will coordinate the return directly and provide the appropriate return instructions.

Products dispatched directly by a supplier

If your product was dispatched directly by a supplier rather than from a Cortex London warehouse, we will contact the relevant supplier to coordinate the return process and confirm the appropriate return instructions.

We will communicate the applicable return address, shipping arrangements and any relevant costs to you.

Please do not send an item to an address that has not been confirmed by our customer support team.

The involvement of a supplier in the return process does not remove or reduce your legal rights against Cortex London.

Once you have notified us of your cancellation, please return the goods without undue delay and within the applicable legal return period.

6. Faulty, Damaged or Incorrect Products

We want every customer to receive products that meet the description and quality reasonably expected under the applicable consumer protection laws.

If your product arrives damaged, is faulty, is not as described or is different from the item ordered, please contact us at info@cortexlondon.com as soon as possible.

Where possible, include photographs showing the issue and your order number so that we can assess the situation efficiently.

We will investigate the issue and, where relevant, liaise with the supplier or fulfilment partner to establish the appropriate resolution.

Depending on the circumstances and your statutory rights, the available remedies may include:

• A refund.

• A repair or replacement, where applicable.

• Another remedy required by law.

Under UK consumer law, you may have a short-term right to reject faulty goods for a refund, generally within 30 days of delivery. Other statutory remedies may apply after that period.

We will explain the options available for your particular case. You will not be required to pay return costs where the law requires us to cover them.

Our investigation with a supplier will not remove, delay or override any statutory remedy or deadline that applies to your claim.

7. Refund Processing

Once your returned product has been received, we will assess its condition where an inspection is appropriate.

We aim to process eligible refunds within 10 working days of receiving the returned goods and completing the necessary checks.

However, where statutory cancellation rights apply, refunds will be issued within the legal deadline, normally no later than 14 calendar days after we receive the returned goods or, if earlier, receive evidence that you have sent them back. Different timing rules may apply where we arrange collection.

Refunds will normally be made using the original payment method, unless you expressly agree otherwise.

For statutory cancellations, the refund will include the standard delivery cost where required by law. Additional delivery charges arising from your choice of a more expensive delivery method may not be refundable.

Your bank or payment provider may require additional time to make the refunded amount visible in your account.

We will confirm when your refund has been processed.

8. Exchanges

If you would prefer a different product, please contact us at info@cortexlondon.com.

Exchanges are subject to product availability and the applicable fulfilment arrangements. We will confirm whether an exchange can be arranged and explain any price difference or delivery costs before proceeding.

An exchange is not guaranteed for every product. If an exchange is unavailable, you may still exercise any applicable statutory cancellation or consumer rights.

9. Products That May Be Excluded from Change-of-Mind Returns

Certain goods may be excluded from statutory cancellation rights where a specific legal exception applies. For example, some goods made to the consumer's specifications or clearly personalised may be exempt.

Any applicable exclusion will be assessed in accordance with the law and the nature of the product.

These exclusions do not remove statutory remedies for faulty, damaged or incorrectly described goods.

A product being discounted or on sale does not, by itself, remove your statutory rights.

10. Return Transit and Packaging

Please package your return carefully to minimise the risk of damage during transit.

Where possible, retain the original product packaging, protective inserts and accessories. Use suitable outer packaging when necessary to protect the product.

Unless we have arranged collection or confirmed otherwise, please retain your proof of postage and any tracking information until your return and refund have been resolved.

Responsibility for return shipping costs will be determined in accordance with Section 3 and applicable law.

11. Contact Us

If you have any questions about returns, refunds or your consumer rights, please contact our customer support team:

Email: info@cortexlondon.com

Please include your order number in all correspondence so that we can assist you as efficiently as possible.

At Cortex London, we aim to handle every return fairly and transparently and to resolve any concerns in accordance with our policy and applicable consumer protection laws.

Your statutory rights remain unaffected by this policy.