Returns Policy

1. Right to Cancel (Cooling-Off Period)

As a customer buying goods online, you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order from the moment your order is placed until 14 days after the day you receive the goods. This is known as the "cooling-off period."

Our Policy: To provide additional flexibility, we offer an extended period for returns. You have a total of 21 days from the day you receive your order to inform us of your decision to return an item for a refund.

2. How to Initiate a Return

If you wish to return an item, you must clearly inform us of your decision within the 21 day period.

To initiate a return:

1. Log into your customer portal on our website.
2. Navigate to your order history and select the items you wish to return.
3. Follow the instructions to complete the online returns form.
4. Upon submission, you will be issued a Return Merchandise Authorisation (RMA) number and a returns document. Please keep these safe, our collection team will require your RMA number, and the returns document must be included with your item at the time of collection.
5. Our team will contact you to arrange a suitable date and time for collection.

If you have difficulty using the online portal, you can notify us by emailing our Customer Service team at support@curosa.com, who will assist you in obtaining your RMA number and arranging collection.

Note: Collection must take place without undue delay and in any event no later than 14 days after the day on which you inform us of your cancellation.

3. Condition of Returned Goods

For a full refund, items must be returned to us unused, in the same condition that you received them, and in their original packaging.

Deductions from Refund: We reserve the right to make a deduction from the reimbursement for any loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. Handling is considered "unnecessary" if it goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods (i.e., handling them as you would in a physical shop).

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Processing Time: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days of the day we receive the returned goods.
• Delivery Costs: Under the Consumer Contracts Regulations 2013, if you cancel your entire order within the 14-day cooling-off period, we will refund the standard delivery cost (the least expensive type of delivery we offer). If you paid for enhanced or express delivery, you will only be refunded the cost of our standard delivery. If you only return part of an order, we will not refund the delivery cost.

5. Cost of Returning Goods

As the majority of our products are large or bulky items that cannot reasonably be returned by post, we will arrange the collection from your address. You do not need to arrange for a courier.

The cost of the collection will be deducted from your refund.

For any smaller items that can be returned by post, you will be responsible for the direct cost of return postage unless the goods are faulty, as outlined in Section 6. We strongly recommend obtaining proof of postage when returning items this way.

In all cases, collection or return of faulty goods is entirely free of charge — see Section 6 for details.

6. Faulty or Misdescribed Goods (Consumer Rights Act 2015)

The Consumer Rights Act 2015 states that goods must be of satisfactory quality, fit for purpose, and as described.

If your item is faulty or misdescribed, please initiate a return via the customer portal and select the relevant fault reason. You will be issued an RMA number, and our team will contact you to arrange collection at a time convenient for you. The returns document must be available at the time of collection. When reporting a faulty item, you may choose from the following options at the time of submitting your return:

• Return and Replacement — we will arrange collection and send you a replacement item once the faulty goods have been received and inspected.
• Return and Refund — we will arrange collection and issue a full refund to your original payment method once the faulty goods have been received and inspected.

Your available options may depend on the timeframe of your return, as set out below:

Collection of faulty items is always arranged and covered by us at no cost to you.

7. Exceptions to the Right to Cancel

Unless the item is faulty, you do not have a right to cancel for:

• Perishable goods (e.g., food, flowers).
• Goods that are sealed for health or hygiene reasons (e.g., cosmetics, underwear) if they have been unsealed after delivery.
• Goods that are tailor-made or clearly personalised.
• Newspapers, periodicals, or magazines.
• Audio or video recordings or computer software that has been unsealed after delivery.