Returns & Refund Policy

Cosy Pets Returns & Refund Policy

At Cosy Pets, we want you to be happy with your purchase. If something isn’t quite right, we’re here to help.This policy explains your rights when purchasing from Cosy Pets and how to arrange a return, refund or other remedy.

Your Right to Cancel

When you purchase goods online, you generally have the legal right to cancel your order within 14 days of receiving the goods, without having to give a reason.If you decide to cancel under these rights, you must tell us within the 14-day cancellation period. You will then generally have a further 14 days to return the goods.Where an order contains multiple items delivered separately, the cancellation period generally begins when you receive the final item.

Condition of Returned Items

When returning an unwanted item, you should take reasonable care of the goods while they are in your possession.Where reasonably possible, items should be returned in their original packaging and in a condition suitable for resale.You may handle goods as you would reasonably be allowed to in a shop. However, you may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Return Postage

Where you are exercising your statutory right to cancel an order because you have changed your mind, you will generally be responsible for the direct cost of returning the goods, unless Cosy Pets has agreed otherwise or the law requires us to cover the cost.If an item is faulty, damaged, incorrect or not as described, Cosy Pets will deal with the issue in accordance with your statutory rights.

Faulty Products

If a product is faulty, defective or does not work as it should, please contact us as soon as possible.Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction or refund.We may ask for photographs or other information to help us assess the problem.Damaged ItemsIf your order arrives damaged, please contact us as soon as possible.Where possible, please provide photographs of the damaged product and packaging. This helps us investigate the issue with the delivery provider or supplier.We will work with you to resolve the issue in accordance with your legal rights.

Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us as soon as possible.We will investigate the issue and, where appropriate, arrange for the correct product to be sent or provide another suitable remedy.

Products That May Not Be Returnable

Certain goods may be excluded from the statutory cancellation right where permitted by law.This can include personalised or customised products and certain sealed goods where the seal has been broken for hygiene or health-protection reasons.If an item is subject to a specific return restriction, this will be made clear where applicable.

How to Request a Return

To request a return or exercise your right to cancel, please contact Cosy Pets through our Contact Us page.

Please provide:

Your name

Order number

The item(s) you wish to return

The reason for the return, where applicable

Any relevant photographs or supporting information

We will provide further instructions where a return is required.Please do not send products to an address obtained from a third party or supplier unless Cosy Pets has specifically instructed you to do so.

Refunds

Where you are entitled to a refund, we will normally refund the payment method used for the original purchase.When exercising your statutory right to cancel, we will generally refund the relevant payment within 14 days of receiving the returned goods or evidence that they have been returned, whichever is earlier, subject to applicable law.Where applicable, the original standard delivery charge will also be refunded. If you selected a more expensive delivery service than the least expensive standard delivery option we offered, we are generally not required to refund the additional amount.Your bank or payment provider may take additional time to make the refunded funds available.

Exchanges

We may offer an exchange where appropriate, but you are not required to accept an exchange where you have a statutory right to another remedy.If you would prefer a refund, please let us know.

Your Statutory Rights

Nothing in this policy limits or removes any rights you have under UK consumer law.Where a product is faulty, not as described or otherwise does not meet your legal rights, you may have additional rights beyond our voluntary returns arrangements.

If you have any questions about a return, refund or faulty product, please contact Cosy Pets through our Contact Us page.Cosy PetsEverything they need. A little more cosy. 🐾