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 Return policy

Return Policy

Costway will make efforts to create a satisfying and enjoyable purchase experience for you. Meantime we are aware that online purchases require flexibility and support. So we put forward this return policy to accommodate customer’s needs.

Note:

All of our items come with a 90-day return policy. We ensure that all of our items are brand new and in excellent condition prior to shipping. In the event that you receive an item which does not conform to those standards, please contact us via Costway messages. All returns must be in original new condition, as received and should be shipped with delivery confirmation.

If you cannot find the answer to your questions about our Return Policies on this page, please feel free to visit our Contact Us page for customer service assistance.

Non-quality issue:

If the item was placed by mistake and with non-quality related, please email our service team [email protected].  For all eligible returns, your item(s) must be unused, returned in their original packaging, and in the same condition that you received it.
Contact with our service team should always be the first step before going into any return procedure, otherwise, it will not be managed and return paid will not be refunded as well.
We strongly advise that please go over your order before checking out in case of mistake happens.
Please note that we do not refund shipping costs and refund original or return shipping charges. You will be responsible for paying for your own shipping costs for returning your item. To refund your order amount, please send us an email indicating the order details and the return tracking number.
For Non-quality related return, the shipping cost should be managed by yourself, and shipping cost will be cut from the refund if you need a return label from us. Shipping cost will be calculated once service team received your email and will email you to confirm then send you the return label.
If the return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Order Cancellation:
1. Within the 24 hours that the order is placed, youd could contact customer service via E-mail to cancel the order. After you get cancellation confirmation from the customerservice, the full refund shall arrive in two business days.
2. After 24 hours, and tracking number should already been made, which means order is already to be shipped in Carrier station. Order cancellation will not be allowed. If you insist to cancel it, please email us. We will contact the carrier such as Yodel, UK Mail to do recall. The carrier will charge you £15 for recall and we will also charge you the shipping cost that we bear. After the item returned to the warehouse, we will issue the refund deducting the relevant fees.

Damaged/Quality/Wrong Item issue:

If the item is found to be damaged or a wrong item upon arrival, please contact us on our service email: [email protected], as soon as possible. We will try best to assist and get back to you. You will be appreciated if you could provide any images/videos of damaged parts with simple description. You know that will save much time on the negotiation and move fast to the next procedure.
Contact with our service team should always be the first step before going into any return procedure, otherwise, it will not be managed and return paid will not be refunded as well.
Those items had our authorization, will be offered a rerun label, and item should be returned in the original condition, original package, no washing, etc. If not, that'll affect the way we work.
Once the item sent back, we will either send a replacement or do full refund.

Package Lost

It happens and it could be left in your yard, somewhere in our house or your neighbor helps to pick it up. We suggest to double check and please reach to our service team if there's lost confirmation. We will reach to carrier and give you the best feedback, refund/replacement.

How to Requesting a Return

Costway.co.uk has a very easy system that allows you to track all of your purchases and will allow you to request a return if you have any problems with your order.
Our Customer Service representatives determine eligibility for refunds and exchanges once customers have contacted Customer Service and explained their reason for the return. Returning packages without prior approval from Customer Service will halt or delay your return.

Submit a return request to our customerservice:

Please provide the reason of your return to our customerservice and include as many details as possible, upload photos that clearly demonstrate the problem with the item (if necessary), and the requested replacement item’s name, number and color (if necessary).

Customer Service reviews your request:

Our Customer Service will then review your request and respond within 24 hours.

Customer Service processes the return:

Once received at our facility, your return will be processed in 3 to 5 working days. Once your return is confirmed and inspected, please allow up to 2 billing cycles for it to be credited to your account.
Items returned in unacceptable condition will not be processed as refunds and cannot be shipped back to you.