Refund policy

Contact and return address

Contact Coco Rosette at paws.union.uk@gmail.com with your order number and a description of the issue. Our returns and complaints address is: Coco Rosette, 124 City Road, London, UK EC1V 2NX. Please contact us before sending an item so we can provide return instructions. Nothing in this policy limits any mandatory legal right that applies where you live.

Standard-size items — United Kingdom and European Union customers

For a standard-size item, where you have a statutory right to cancel or withdraw from an online purchase, notify us within the applicable cancellation period. For United Kingdom and European Union purchases this is ordinarily 14 days from delivery. Return the item within the applicable return period after notifying us. Unless the item is damaged, incorrect, or otherwise non-conforming, you are responsible for the direct cost of return postage. We will process the applicable refund in accordance with the law, including standard outbound delivery where required.

Custom size items

Coco Rosette does not offer a voluntary change-of-mind return or refund for a Custom size item made from the measurements supplied for your dog. Where an applicable law excludes made-to-customer-specification or clearly personalised goods from a cancellation right, that exclusion applies. This does not affect your rights if an item is damaged, incorrect, or otherwise non-conforming.

United States and other international customers

Coco Rosette does not offer a voluntary change-of-mind return or refund for standard-size or Custom size items. Mandatory consumer rights in your country or state remain unaffected. Where a mandatory cancellation or withdrawal right applies, return-postage responsibility and refund timing follow that law and the information given before purchase.

Damaged, incorrect, or non-conforming items

If an item arrives damaged, is incorrect, or does not conform to its description, contact us promptly with your order number and photographs where available. We will review the issue and provide the applicable remedy. Coco Rosette covers the reasonable return cost for an approved damaged, incorrect, or non-conforming-item return.