Your Right to Cancel
Under UK Consumer Contracts Regulations (2014), you have the right to cancel your order at any time before it is dispatched, or within 14 days after you receive your goods (see conditions below).
Please note: This does not apply to Made-to-Order or bespoke furniture items customised to your specifications.
How to Cancel Your Order
To cancel an order, please notify us in writing by email including your order number. If your order has not yet been dispatched, you will receive a full refund. Refunds are issued within 10 business days after returned items are received and inspected by us or our supplier(s). If your order has already been dispatched, we will provide instructions for return along with a Returns Authorisation Number.
Returning Items
You may return items within 14 days of delivery, provided they are:
- Unused, undamaged, and in original packaging
- Not assembled or altered in any way
- In resaleable condition
Please contact us first to obtain a Returns Authorisation Number. Items returned without this may delay processing.
Return Shipping
For change-of-mind returns, return shipping is the customer’s responsibility. You may arrange your own courier, or we can arrange collection for a confirmed fee.
For faulty, damaged, or incorrect items, return shipping is fully covered by us.
Faulty or Damaged Items
If your order arrives damaged, defective, or develops a fault after installation, please contact us immediately with photo or video evidence. Do not attempt to repair or modify the item without approval. Once verified, we will coordinate with our suppliers to arrange a replacement, repair, or full refund.
Made to Order and Bespoke Items
Products clearly labelled as Made-to-Order, customised, or bespoke are exempt from standard cancellation rights. In these cases, cancellations or returns may be subject to supplier charges, which will be confirmed before processing your request. Any such costs will be confirmed before processing your request.
Contact Us
If you have any questions regarding your return and refund, or require further assistance, please do not hesitate to contact us at sales@cozyfurnituredirect.com or +44 7856 34 1398. We are here to help ensure your shopping experience is as smooth and satisfactory as possible.
