Return, Refund, and Exchange Policy
This statement is intended to explain the applicable scope, operational procedures, and related notes for returns, refunds, and exchanges, applicable to orders within the UK market.
I. Scope and Timeframe
In accordance with UK consumer regulations, users may submit return or exchange requests within 14 business days after receiving the goods, provided the conditions are met.
Please note:
Applications submitted after the above timeframe will not be processed;
All return or exchange requests must first be registered and verified through the support channels;
Goods sent back without confirmation may affect the processing progress;
The items to be returned must meet the basic requirements regarding condition and packaging as described in this statement.
II. Application and Return Process
Submission of Request
When submitting a return or exchange request, the following information should be provided via the support channels for order verification:
The corresponding order number;
Proof of payment or relevant records;
At least one photo clearly showing the condition of the product; additional video evidence may be provided if necessary.
Verification and Return Instructions
After the application passes verification, relevant instructions for the return and a prepaid shipping label (PDF) will be provided.
Upon receiving the instructions, the goods must be properly packaged, and the printed shipping label clearly affixed to the outer packaging.
Important Notes
The prepaid shipping label is valid for 7 calendar days from the date of issue and must be delivered to the designated carrier within this period;
Under statutory return conditions, the shipping cost and basic handling fees associated with the return will be borne by the platform;
It is recommended to use the original packaging whenever possible and deliver the package to the designated location as instructed.
III. Refund and Exchange Processing
After the returned goods have been received and verified, processing will proceed according to the type of request:
Exchange
Once the product condition is confirmed to meet the requirements, the replacement item is typically dispatched within 1–3 business days, with logistics information provided.
Refund
After confirming the return, the refund is typically submitted to the original payment method within 1–3 business days.
Credit Time
The actual time for funds to be credited is usually 10–15 business days, depending on the settlement process of the bank or payment institution.
If the refund has not been received after 15 calendar days, you may contact the support channels for inquiry.
IV. Support and Contact Information
For inquiries regarding the applicability or operational details of the return, refund, or exchange policy, you may contact us through the following channels:
Address: 301 WOODSTOCK ST, PORTSMOUTH, VA 23701-3543, US
Phone: +1 (817) 584-1688
Email: service@cozyfurnishz.com
Service Hours: Monday to Friday 9:00–12:30 / 14:00–18:00 (CET)