Customer Pledge

Here at Cochranes of Oxford we want our customers to be delighted with the products and service they receive. 

We welcome your feedback, it’s important for us to improve our products and service.  If there is a problem or something we can improve on, let us know and we’ll do our best to put it right.  If you have praise for us please let us know we’re doing the right thing by leaving us a great review!

We also understand that mistakes happen and circumstances change so we have a simple and straightforward returns policy, one year product warranty and cancellation policy.

Returns policy ⇩

If an item isn’t what you wanted or you no longer want it, you can return it to us in its original condition, suitable for resale, within 30 days of receipt. 

If you wish to return unwanted items to us please package the item securely and return it to us at the address on your invoice or delivery note.  Include in your package:

  • your order number
  • contact telephone number or e-mail address
  • the reason for the return and
  • whether you want an exchange or refund. 

Your order number can be found on your invoice or delivery note or by logging in to Your Account.

It is your responsibility to return the goods and pay the cost of returning the goods. 

Refunds will be made within 10 working days for items paid by credit or debit card or 3 weeks for items paid for by bank transfer.

We will reimburse to you all payments received from you for the goods, including the costs of UK and international delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of delivery offered by us).   If the product or its own packaging have been used or damaged, we reserve the right to apply a re-stocking or repair fee and this will be deducted from the refund.

Guarantee ⇩

One year product warranty
If any product is found to be faulty in parts or workmanship within one year of purchase we will offer to repair or replace it at no cost to you. If we ask you to return the product to us we will credit you with the cost of return postage.

Cancellations ⇩

Orders (except for customised products) may be cancelled at any time before they are prepared by our team. Simply contact us as soon as you wish to cancel. If the item has already been despatched (or we are unable to prevent its despatch) then please see our returns policy above.

Any items such as assembled models that are described as ‘made to order’ or are otherwise customised are a customised product.

Complaints ⇩

At Cochranes of Oxford Ltd we take complaints very seriously. We will acknowledge the complaint within 1 working day of receipt and be fair, confidential, and effective and resolve the matter as quickly as we can.

You can send your complaint or any other feedback to us at sales@cochranes.co.uk or by any of the other methods of contacting us listed on our contact us page.