We’d like you to be happy with everything you buy from Cosy Casa as we are committed to selling only high-quality products, but we understand there may be a time when you need to exchange or return something you’ve bought. That’s not a problem.
Once we have dispatched, and you have ordered the wrong item by mistake, we also allow you 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused.
Please be aware if you do change your order, there are some limitations to this. We are unable to accept back assembled products. The product needs to be dismantled and packaged in a way that it can be returned.
Please note: You are responsible for the cost of returning unwanted/cancelled items to us, and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.
Is your item faulty or damaged
Cosy Casa has a legal obligation to sell goods to you in accordance with the contract we have agreed with you. We do our best to make sure that your delivery arrives on time, and undamaged. If it doesn’t please contact us on 01744416420, and we will help resolve your issue. Our partner factories work to the highest regulated standards, and its very rare to see a faulty product due to a manufacturing fault. Please contact us straight away, so that we can resolve the issue for you.
If the products we supply do not comply with the contract, you have the following rights in addition to your legal rights. Within 30 days of receipt of the goods you will be offered the choice of spare parts, with no questions asked or a full refund.
From 30 days after the receipt of the goods until 12 months, we will still offer spare parts with no questions asked. If this does not work, then we will offer a new product, refund or partial refund.
After the first 12 months from receipt of the goods you may be offered a partial refund, depending on the product and usage. Again, we will still offer spare parts with no questions asked.
Where possible, damaged in transit should be notified within 48 hours of receipt of the goods, by contacting the customer service helpline on 01744416420.
Charges for returns
If you change your mind and wish to return your item, you will need to pay for the cost of return. Of course, if the item you receive is damaged or faulty, we will cover the cost of return.
Unfortunately, none of our items can be returned by standard post.
We offer a courier service to assist you with returning unwanted items, and this will be deducted from your refund. If you would like us to arrange a courier collection, please let us know, and we can advise you of the cost.
Receiving your refund
We’ll refund your money to the same credit card that you purchased your product with. Please allow 3-5 working days for the refund to show in your account.