Refund policy

Last updated: 25 September 2026

At Cosy Cloud Co., we want you to be happy with your purchase. We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.

Eligibility for returns

To be eligible for a return, your item should be returned in the same condition in which you received it, with any original tags and packaging where reasonably possible.

You may inspect and handle your item as you would reasonably be able to do in a shop. We may reduce a refund where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition, where permitted by law.

You will also need your order number or other proof of purchase.

To request a return, please contact:

hello@cosycloudco.com

Please do not send an item back without contacting us first. If your return is accepted, we will provide you with the appropriate return instructions and return address.

Change-of-mind returns

In addition to your statutory rights, Cosy Cloud Co. provides a 30-day return period.

For change-of-mind returns outside of any situation where we are legally required to cover return costs, the customer is responsible for the cost of returning the item to us.

We strongly recommend using a tracked postal service, as we cannot issue a refund for a return that we do not receive.

Your statutory cancellation rights are explained separately below.

Damaged, faulty or incorrect items

Please inspect your order when it arrives.

If your item is faulty, damaged, not as described, or you have received the wrong item, contact us as soon as possible at hello@cosycloudco.com with your order number and, where appropriate, photographs showing the issue.

We will review the problem and arrange an appropriate remedy. Where an item is faulty, damaged or incorrect, your statutory rights are not affected and we will cover reasonable return costs where required.

UK 14-day cancellation right

If you purchase goods online as a UK consumer, you generally have a statutory right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your goods. After notifying us, you normally have a further 14 days to return the goods.

This statutory right exists alongside our voluntary 30-day returns policy.

Where required by law, refunds following cancellation will include the price paid and any applicable standard outbound delivery cost. Additional delivery charges incurred because you selected a premium delivery service instead of standard delivery are not necessarily refundable.

UK government guidance confirms that online customers generally have 14 days after delivery to cancel and then another 14 days to return the goods. GOV.UK

Sale items

Sale or promotional items are subject to the same statutory consumer rights as full-price goods.

Our promotions or discounts do not limit your rights where an item is faulty, not as described or where you otherwise have a legal right to cancel or return it. UK guidance specifically confirms that consumers retain the same statutory refund rights for sale items. GOV.UK

Exchanges

We do not currently operate a direct exchange service.

If you would like a different colour or size, the quickest option is usually to return the original item in accordance with this policy and place a new order for your preferred option.

Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved.

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

We aim to process approved refunds promptly. After we issue a refund, your bank, card provider or payment service may require additional time to make the funds available to you.

Where statutory cancellation rights apply, refunds will be made within the legally required timescale.

If you believe a refund is overdue, please contact: