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Customer Care


Your Rights to Cancellations, Returns & Refunds

Cancelling Your Order

In most circumstances, Costco’s return policy provides consumers with the most favourable return privileges available. Under the UK’s The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (as amended) (the "Regulations"), however, you have an additional, statutory right to cancel orders for goods and services made through the website without giving any reason. This right ("statutory cancellation right") applies only where you make your purchase as a Consumer.

How long you have to cancel under the statutory cancellation right depends on what you have ordered and how it is delivered:

  • Have you bought services? If so, you have 14 days after the day the contract is concluded.
  • Have you bought digital content for download or streaming? If so, you have 14 days after the day the contract is concluded, or, if earlier, until you start downloading or streaming.
  • Have you bought goods? If so, you have 14 days after the day you (or someone you nominate) receives the goods, unless:
  • Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
  • Your goods are for regular delivery over a set period. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.

The Costco guarantee does not affect your statutory cancellation rights, or your statutory rights in respect of faulty products. Under the Consumer Rights Act, you have the right to seek a refund for faulty goods within 30 days, and a right to seek a repair or replacement within the first six months.

The statutory cancellation right also does not apply to certain types of goods, namely:

Goods that have been personalised or otherwise made to your specifications;

Goods such as flowers, food, plants or other goods which by their nature are liable to deteriorate or expire rapidly or cannot be returned (such as pierced jewellery), underwear or swimming costumes where the hygiene strips or seals have been removed;

Audio or video recordings or computer software that has been unsealed; newspapers, periodicals or magazines; or goods where the price is dependent on fluctuations in the financial market (such as vintage wines).

The statutory cancellation right does not apply to certain kinds of services, or to any kind of service that has been fully performed where (by your express request) performance has begun before the end of the cancellation period.

The statutory cancellation right does not apply to digital products after you have started to download or stream these. If we delivered the digital content to you immediately, and you agreed to this when ordering, you will not have a right to change your mind.

If you wish to exercise your statutory cancellation right please contact our Customer Care Centre at freephone 0800 0324 324 or by email, fax or hand/postal delivery to the address here; Customer Care Manager, Costco Online UK Ltd., UK Home Office, Hartspring Lane, Watford, WD25 8JS, United Kingdom. Alternatively, you can complete our cancellation form which is available here and send this to us by email, fax or hand/postal delivery to the address above.

If you ask for a refund we will refund your money within one week following our receipt and verification of the goods. If possible, refunds will be made in the same way as your original payment.

Please note that verification may take longer in the case of jewellery and other Higher Value Goods, but can usually be completed within 7-10 days after we receive the returned goods.

Returns & Refunds

Subject to the conditions and exceptions described below, we guarantee your satisfaction with every product we sell. If you are not satisfied with the products sold by us (whether or not they are faulty), you may return them to us for a full refund, including delivery charges.

Whilst nearly all items can be returned without a time limit, the following must be returned within 90 days of purchase: televisions, projectors, computers (including laptops, tablets and PDAs), cameras, camcorders, MP3 players, cellular phones and other products covered by our Electronics Return Policy – Click here to learn more about our Costco Concierge Technical Support Services. We extend the manufacturer’s warranty to 5 years on televisions and 2 years on computers and camcorders. All other electronic products are subject to the manufacturer’s warranty. Special sales terms

When you are returning jewellery items, costco.co.uk requires additional time to verify the piece of jewellery, in which case a refund will be approved upon positive verification and as long as the item is not damaged or changed in any way (i.e. resized or reset). This process may require seven to ten business days.

Should you not be completely satisfied with your Costco Membership we will cancel and refund your membership fee in full at any time.

We regret that you cannot return goods to Costco Wholesale warehouses. You can return goods by calling our Customer Care Centre on freephone 0800 0324 324.

To help us assist you quickly, please have the following information available when you call:

  • Name;
  • Costco Membership Number (if applicable);
  • Order confirmation and/or item number; and Postcode
  • We will then arrange a collection date with you and collect the goods on the agreed date.
  • If your order was delivered "Kerb Side", it will need to be available for kerb side pick up. If the item arrived to you in a box, it will need to be in a box at the time of pick up.
  • If you can not meet the previously agreed collection date, please contact our Customer Care Centre on freephone 0800 0324 324 between the hours of 9AM to 8PM Monday to Friday to re-arrange collection.

Costco.co.uk also extends the manufacturer’s warranty to 5 years on Televisions and Projectors and to 2 years on Computers, Tablets, Major Appliances/White Goods*, Cameras and Camcorders from the date of purchase (applicable for Tablet and Camera purchases made on or after 1st April 2015 and Major Appliance/White Good purchases made on or after 16th May 2016).

* Refrigerators (over 84cm tall), freezers, hobs, ovens, dishwashers, washers and dryers.

Costco.co.uk guarantees your satisfaction on every product we sell with a full refund. Whilst nearly all items can be returned without a time limit, the following must be returned within 90 days of purchase: Televisions, Projectors, Computers, Major Appliances/White Goods*, Cameras, Camcorders, Tablets, Mobile Phones†, MP3 Players as covered by our Electronics Return Policy. To process a return, please contact our customer Care Centre on Freephone 0800 0324 324.

* Refrigerators (over 84cm tall), freezers, hobs, ovens, dishwashers, washers and dryers.

† Only manufacturer’s warranty applies to Mobile Phones.

Should you not be completely satisfied with your Costco Membership we will cancel and refund your membership fee in full at any time.

If you ask for a refund we will refund your money within one week following our receipt and verification of the goods. If possible, refunds will be made in the same way as your original payment.

Please note that verification may take longer in the case of jewellery and other Higher Value Goods, but can usually be completed within 7-10 days after we receive the returned goods.

Costco.co.uk will gladly issue a credit for the difference between the price you paid and the promotional price, if your purchase was made online at Costco.co.uk and was within 7 days before the change in price. Credits are typically issued within 5-7 business days and funds reflected in your account within 3- 7 days after confirmation of refund depending on the issuing bank.

Please note:

  • The special consideration for promotional pricing is for end consumers only. Resellers must purchase the item during the valid promotional dates to receive the promotional price.
  • Costco does not price match with other retailers.
  • Price matches are only available if the item is on promotion and in stock at the time of request.

If you qualify for a price match please call 08000 324324 or alternatively email customercare@costco.co.uk with your order number included.