Refund policy

Return, Exchange & Refund Policy

At The Cozy Loom, we carefully inspect and pack every order before dispatch. We currently accept returns or exchanges in the following circumstances:

1. Damaged, Incorrect or Missing Items

If you receive:

A damaged product
An incorrect product
A product or item missing from your order

please contact us within 48 hours of delivery at thecozyloomhome@gmail.com.

Please provide your order number, a brief description of the issue, and clear photographs of the product and packaging.

For damaged or incorrect items, we strongly recommend providing an uncut parcel-opening video, as this helps us investigate and resolve the complaint efficiently.

Please do not wash, use, alter, or otherwise damage the product after receiving it. Products returned for inspection should be unused and have their original tags and packaging intact, wherever applicable.

Once the complaint has been reviewed and approved, we will arrange the return pickup and provide an appropriate resolution.

2. Reporting Period

Damage, incorrect-product, or missing-item complaints should be reported within 48 hours of delivery.

Requests received after this period may not be accepted, except where required under applicable law.

3. Change of Mind / Product Preference

If you wish to exchange a product solely because of personal preference, such as colour, print, design, or other preference, and the product is not defective or incorrect, the exchange may be subject to pickup and re-delivery charges payable by the customer.

Such exchanges are subject to product availability and approval by The Cozy Loom.

4. Sale & Discounted Products

Products purchased during sale periods or at discounted prices are not eligible for change-of-mind returns or exchanges.

This exclusion does not affect claims relating to products that are defective, damaged, incorrect, or otherwise not as described.

5. Customized Products

Customized products, including fitted bedsheets, personalized/name or size-customized bed linens, and specially made accessory orders such as cushion covers or duvet covers, are not eligible for change-of-mind returns, exchanges, or refunds.

This exclusion does not affect claims relating to manufacturing defects, incorrect products, or products that are materially different from the order placed.

6. Return / Exchange Limit

A return or exchange request may generally be raised once per order.

7. Refunds

Where a refund is approved for an eligible order, the refund may be provided through the original payment method or another suitable electronic payment method agreed with the customer.

Where applicable, we may offer store credit as an alternative with the customer's agreement.

For an approved return arising from our fulfillment error, such as an incorrect or damaged item, The Cozy Loom will bear the applicable return shipping cost.

For an approved customer-requested exchange due solely to personal preference, applicable pickup and re-delivery charges may be borne by the customer.

Cash refunds are not provided.