Refund policy

1. 30‑Day Return Window

We offer a 30‑day return period from the date your order is delivered. If 30 days have passed, unfortunately we cannot offer a refund or exchange.

To be eligible for a return:

  • The item must be unused

  • In the same condition you received it

  • In the original packaging

Some items (e.g., pet grooming tools, hygiene‑related items) may not be eligible for return once opened.

2. How to Request a Return

To start a return, please contact us at support@cosycreatures.co.uk with:

  • Your order number

  • The item you want to return

  • The reason for the return

  • Photos/videos (if the item is damaged or faulty)

Once approved, we will provide:

  • A supplier return address

  • A Return Merchandise Authorization (RMA) number

  • Instructions for sending the item back

Do not send items back to our business address. Returns must go to our fulfilment partner’s warehouse.

3. Where to Send Returns

All returns are sent to our supplier’s return facility, not to Cosy Creatures directly.

We will provide the correct return address after your return request is approved. Returns sent to the wrong address cannot be processed.

4. Damaged, Defective, or Incorrect Items

If your item arrives:

  • Damaged

  • Faulty

  • Incorrect

We will replace it free of charge or issue a full refund.

Please contact us within 7 days of delivery with photos/videos so we can resolve it quickly.

5. Change of Mind Returns

If you change your mind:

  • You may return the item within 30 days

  • Return shipping costs are the customer’s responsibility

  • Original shipping fees (if any) are non‑refundable

Refunds are issued once the item is received and inspected by our fulfilment partner.

6. Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

If approved:

  • Refunds are issued to your original payment method

  • Processing time: 3–7 business days depending on your bank

If rejected, we will explain the reason.

7. Exchanges

We offer exchanges for:

  • Wrong size

  • Wrong colour

  • Defective items

Exchanges follow the same process as returns.

8. Non‑Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened:

  • Pet grooming tools

  • Pet beds

  • Pet bowls

  • Any item that comes into contact with food, water, or fur

If the item is defective, we will still replace it.

9. Lost or Stolen Packages

We are not responsible for packages lost due to:

  • Incorrect address provided by the customer

  • Theft after delivery

However, we will help you file a claim with the courier.

 

10. Contact Us

For any return or refund questions, contact us at:

📧 support.cosycreatures@gmail.com

We’re here to help.


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