Returns & Refunds
We are sure you will be completely satisfied with your purchase from City Cows. However, if you are unhappy with your purchase or it is damaged, we will offer a refund or replacement, provided you comply with our policy. To do this you should:
- Notify us within 7 days of receipt of the purchase, by email or phone (see contact details)
- Return the purchase unused and in unused condition, in the original packing (unless damaged, in which case return as received) within 14 days;
- Return the delivery note, and the completed returns form; within 21 days;
- Understand that you are responsible for the return shipping costs, so please ensure that goods are well packaged and labelled.
If you change your mind before delivery we will happily provide you with a full refund (not applicable for custom made items).
If you return after delivery, we will retain a £30 charge (depending on items) for our costs, per return, and refund the balance of the purchase but not the intial delivery costs. All refunds will be by a credit to the original payment type used for the purchase, and will be within 30 days of receipt of the goods by us.
We will unfortunately not be able to offer refunds on:
- Purchases returned after 14 days of your receipt, or where you have not notified us within 7 days of receipt.
- Purchases that have been supplied with your own fabrics or any bespoke/custom made items. * please see separate notes on custom made items.
Before purchasing a cowhide rug or furniture it is important that you have fully understood its nature.
Cowhide is a natural product and may wear over time. We are unable to say how long it will take as each hide is different and of course it very much depends on the amount of use. It doesn't mark, get dirty or generally attract dirt in the way many other fabrics do such as linen but it may wear.
Cowhide is a natural product and therefore not always flawless. It may have small scars, repairs and differing textures/thickness of hair or variation in colour - this is normal and does not detract from the overall beauty of our hides.
We take every care to handpick each of our hides making sure we select only the very best overall quality. We are unable to accept returns due to natural flaws in the cowhides that we choose for you. If you are in any doubt you are most welcome to visit our showroom and handpick the hides for yourself.
We will be as accurate as possible with our descriptions and try and show any marks we consider to be more than normal. We will also try to match cowhides but please note it is impossible to replicate a cowhide or print. Some cowhides are branded and sometimes the hides have to be glued together if there is a repair.
Cowhide can wear leaving thinner or bald patches of hair if constantly rubbed in the same place. Again this is because cowhide is a natural product and we can not be responsible for any wear.
Please note that cowhide is not as pliable in upholstery as more traditional fabrics and sometimes it impossible to obtain the same taughtness when upholstering.
We are not responsible for damage to any products outside of the above time frames. This does not affect your statutory rights.
Custom Made Products
Payment must be made in full in order to secure the order.
In the event that work has begun on receipt of the customers written instruction and no deposit has been taken a £100.00 charge will be made if the order is either cancelled or no longer required. Our upholsterer will use the cowhide chosen at their discretion. We cannot guarantee particular parts of the hide can be used on a certain area of your bespoke piece since it will depend on the suitability of that area of the hide for upholstery.
No return will be given on items made specifically for the customer unless faulty.
Balance of any deposits to be made prior to delivery.
We collect your name, address, phone number, email and card details. We only use this data for the purposes of processing and delivering your order, and checking your card details for security purposes, with the issuing bank. All these transactions are highly secure and encrypted. We do not store credit card details nor do we share customer details with any third party.
We will always comply with the relevant Data Protection Act and law in the day to day tasks in our business.
In any claim against us, our maximum liability, in any event, will be limited to the original value of the goods supplied by us that are in dispute.
City Cows may change these terms from time to time without notice. No order will be binding on you or City Cows until your order is accepted by us. Goods ordered will become your property when we transfer to our carriers, or when they are paid for in full whichever is the later.
Delivery times are stated as approximate. We will do our best to remain within these times but cannot guarantee it.
The products sold on our web site are sold for use in the United Kingdom, and all sales are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the English courts.
City Cows LTD
127 New King's Rd
Company No. 08420795
Phone: 020 7099 6616