Refund policy

At Cozy Furniture Direct, we aim to provide a clear, fair, and transparent returns and refunds 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, items must be returned 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 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 with:

Your order number
Details of the item
Reason for return
Images/videos (if damaged or faulty)

Email: sales@cozyfurnituredirect.co.uk
Phone: (0) 204 577 3595

Our team will review your request and provide return instructions.

Order Cancellation Before Dispatch

You may request to cancel or change your order before it has been dispatched.

If your order has not yet been processed or shipped, we will cancel it and issue a full refund.

Once an order has been dispatched, it cannot be cancelled and must follow the return process after delivery.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect:

Notify us within 48 hours of delivery
Provide clear images/videos

We will arrange a replacement, repair, or full refund where appropriate, 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.

Inspection & Approval

Once your returned item is received:

It will be inspected
We will notify you of the outcome

Refunds

Refunds may be issued in the following situations:

Approved return after inspection
Order cancelled before dispatch
Faulty, damaged, or incorrect items
Orders that cannot be fulfilled

If approved, your refund will be issued to your original payment method.

Refund Timeframes

Refunds are typically processed within 5-10 working days after approval
The time for funds to appear may vary depending on your payment provider

Deductions from Refunds

If a return is not due to a fault or error on our part, deductions may be made for return-related costs. Any deductions will be clearly communicated before processing.

Non-Refundable Situations

Refunds may not be provided if:

Items are returned in unacceptable condition
Items are returned outside the allowed timeframe
Items are non-returnable (unless faulty)

Failed Deliveries

If an order is returned due to failed delivery attempts or incorrect information:

Additional charges may apply
Refunds may be adjusted to cover delivery costs

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
Please retain proof of postage
Do not dispose of faulty items unless advised

Contact Us

If you have any questions, please contact us: