At Cozy Furniture Direct, we aim to ensure a smooth and transparent returns process in line with UK consumer protection regulations.
Your Right to Return
You have the right to request a return within 30 days of receiving your order.
Once your return request has been approved, you must return the item within 14 days.
Eligibility for Returns
To be eligible for a return:
- Items must be unused and in their original condition
- Items must be returned in the original packaging
- Proof of purchase must be provided
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items are not eligible for return unless faulty:
- Made-to-order or custom items
- Items clearly marked as non-returnable on the product page
How to Request a Return
To initiate a return, please contact us using one of the following methods:
Email: sales@cozyfurnituredirect.co.uk
Phone: (0) 204 577 3595
Please include:
- Your order number
- Details of the item
- Reason for return
- Images and Videos (if the item is damaged or faulty)
Our team will review your request and provide return instructions.
Order Cancellation Before Dispatch
You may request to cancel or make changes to your order before it has been dispatched.
If your order has not yet been processed or shipped, we will cancel the order and issue a full refund to your original payment method.
Once an order has been dispatched, it can no longer be cancelled and will need to follow our standard returns process after delivery.
To request a cancellation, please contact us as soon as possible.
Damaged, Faulty, or Incorrect Items
If your item arrives damaged, faulty, or incorrect:
- Please notify us within 48 hours of delivery
- Provide clear images and videos of the issue
We will arrange a replacement, repair, or appropriate resolution at no additional cost.
Return Shipping Costs
- For non-faulty returns (change of mind), customers are responsible for return shipping costs. Where we arrange a collection service, the applicable collection fee will be deducted from your refund.
- If the item is faulty, damaged, or incorrect, we will cover all return and collection costs at no additional charge.
Failed Deliveries
If a delivery attempt fails due to customer unavailability or incorrect information:
- Additional delivery charges may apply for re-delivery
- If the order is returned to us, deductions may be made from the refund to cover delivery costs
Inspection & Approval
Once the returned item is received:
- It will be inspected to ensure it meets return conditions
- We will notify you of the outcome
Exchanges
If you would like to exchange an item, please contact our support team. Exchanges are subject to product availability.
Important Notes
- Returns must be authorised before sending items back
- We recommend retaining proof of postage when returning items
- Do not dispose of faulty items unless instructed by our team
Need Help?
If you have any questions regarding returns, please contact us:
Email: sales@cozyfurnituredirect.co.uk
Phone: (0) 204 577 3595
We are here to assist you.
