At Cozy Living Home Store, we want you to be completely delighted with your purchase. We understand that sometimes an item may not be quite right, which is why we offer a straightforward and customer-friendly returns and exchanges policy. Please read the following information carefully.

Returns & Exchanges Process

To be eligible for a return or exchange, your item must be unused, in its original packaging, and in the same condition that you received it. You must initiate the return process within 15 days of receiving your order.

  1. Contact Us: To start a return or exchange, please email us at [email protected] within the 15-day window. Use the subject line “Return/Exchange Request” and include your order number and the reason for your return or exchange. A member of our team will respond with instructions and a Returns Authorisation (RA) number.
  2. Pack the Item Securely: Once you have your RA number, please securely pack the item(s) in its original packaging, if possible.
  3. Ship the Item Back to Us: Ship your return to the address provided in your instructions. We recommend using a tracked shipping service as you are responsible for the item until it arrives back with us. Please include a copy of your order confirmation or a note with your RA number and name inside the package.
  4. Inspection & Processing: Once we receive your returned item, our team will inspect it. Upon approval, we will process your exchange or refund.

Refund Timelines and Methods

Refunds will be issued to the original payment method used at the time of purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB): Please allow 5-10 business days for the refund to be processed and appear on your statement after we have approved it.
  • PayPal: Refunds to PayPal accounts are usually processed within 3-5 business days of approval.

Please note that original shipping costs are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Non-Returnable Items

For health, safety, and hygiene reasons, the following product categories are non-returnable unless they are faulty or damaged upon arrival:

  • Bedding (e.g., Duvets, Fitted Sheets)
  • Bathroom Furniture
  • Candles & Diffusers (Due to the nature of the product)
  • Accessories (If the item is of a personal nature)

Return/Exchange Request Email Template

To make the process easier for you, feel free to copy and use the template below when contacting us.

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Cozy Living Home Store Team,

I would like to request a [return / exchange] for my recent order, number #[Your Order Number].

The item I wish to return/exchange is: [Product Name and Size if applicable, e.g., 100x150cm Rug].

The reason for my request is: [Please provide details, e.g., incorrect size, changed mind, etc.].

My full name is: [Your Full Name]

Thank you for your assistance.

Kind regards,
[Your Name]

Need More Help?

If you have any further questions about our returns process, please don’t hesitate to reach out. Our friendly customer service team is here to help.

Email: [email protected]
Address: Cozy Living Home Store, 86 Chyvelah Rd, Truro, GB TR2D 7MP