At CozyFurnitureDirect, we aim to ensure that you're fully satisfied with your purchase. If you need to cancel or return your order, we offer a transparent process in line with Consumer Contracts Regulations (2014) and our store policies. Please read the following guidelines carefully.
1. Basic Cancellation Rights
You have the right to cancel your order at any point before it is shipped, or up to 14 days after delivery, under Consumer Contracts Regulations (2014). After the cancellation, you have a further 14 days to return the item(s), subject to the following conditions.
Please note, Cancellation Rights do not apply to "Made To Order" items.
- Before Dispatch: If you cancel your order before it has been shipped, you will receive a full refund for the purchase price and standard delivery charges. This will be processed using the same payment method you originally used.
- After Dispatch: If your order has already been dispatched, please follow the steps below for returning the items, and we will refund the purchase price (excluding any collection charges if applicable).
2. Cancelling an Order
To cancel your order:
- Email us at support@cozyfurnituredirect.co.uk with your order number and request cancellation.
- If your order has not been dispatched, we will provide a full refund within 10 business days. Refunds will be issued to your original payment method, though the exact timeline depends on your bank’s processing time.
- If your order has been dispatched, we will provide Returns Instructions and a Returns Number once we receive your cancellation request.
For more information or to contact us regarding a cancellation, visit this page: Contact Us
3. Returning an Order
You can return any items up to 14 days after receiving them, provided the following conditions are met:
- The item(s) must be in original condition, unused, undamaged, and in the original packaging.
- You must contact us first to obtain a Returns Number. Returning items without a Returns Number will result in delays in processing your refund.
- We are unable to accept returns after the 14-day period.
Refund Process
- Once we receive the returned item(s), we will process a full refund of the purchase price (excluding any collection charges).
- Refunds are usually processed within 10 business days after receiving the returned items.
4. Return Shipping Costs
- Return shipping is the responsibility of the customer unless the item is faulty or was sent in error.
- You may choose your own carrier to return the items or ask us to arrange a collection. If we arrange the collection, a collection fee will apply.
- If returning items yourself, we recommend insuring the return in case of damage during transit.
5. Exceptions to the Return Policy
- Made to Order: Items marked as "Made To Order" are non-returnable unless defective or damaged.
- Sale or Discounted Items: Returns of sale or discounted items may be subject to different terms. Please check the product details.
6. Returning Faulty or Damaged Items
If you receive a damaged or faulty item, you must contact us within 48 hours of delivery, or at most 14 days from receipt.
- For faulty items after assembly, contact us before attempting to disassemble or replace the item.
- The manufacturer may request evidence (images/videos) of the fault or damage to verify the issue. Failure to provide sufficient evidence may void your return.
7. Made to Order Items
Items labeled as "Made To Order" on our website, which may include bespoke options like custom color, design, size, or shape, cannot be canceled or returned after the order is placed, except in cases of manufacturing defects.
- Cancellation of Made to Order items incurs a cancellation and restocking fee set by the manufacturer on a per-order basis.
8. Contact Us
If you have any questions about our Return & Refund Policy, or need further assistance, please contact us:
Email: sales@cozyfurnituredirect.co.uk
Phone: +44 7856 341398