Refund policy

Cozy Living UK — Returns & Refunds Policy

Effective Date: April 2026

Please read this policy carefully before making a purchase. By placing an order with Cozy Living UK, you agree to the terms set out below.

1. Hygiene & Personal Care Products

Due to the personal and hygienic nature of our products, we are unable to accept returns or exchanges on any item that has been used, opened, or removed from its original packaging.

Products such as The Cloud Brush come into direct contact with the body. For health and hygiene reasons, these items are strictly non-returnable once the seal has been broken or the product has been used, regardless of the reason for return.

This applies to all body care and personal use products sold by Cozy Living UK, including but not limited to body brushes, exfoliating attachments, and any accessories intended for skin contact.

2. Change of Mind Returns

We do not offer free returns for change of mind. If you have changed your mind about a purchase, the following strict conditions apply:

  • The item must be completely unused and in its original, unopened packaging
  • The item must not have been removed from its sealed packaging
  • You must contact us within 14 days of receiving your order
  • The cost of return postage is your responsibility — we do not cover return shipping costs for change of mind
  • Items must be returned via a tracked service — we cannot be held responsible for lost returns
  • A refund will only be issued once the item has been received and inspected by our team

Important: Any hygiene or personal care product that has been opened or used cannot be returned under any circumstances, including change of mind.

3. Faulty or Damaged Items

In the unlikely event that you receive a faulty or damaged item, you are protected under the Consumer Rights Act 2015. You must notify us of any fault or damage within 30 days of receiving your order.

To raise a faulty item claim, you must:

  • Contact us at hello@cozyliving.co.uk within 30 days of delivery
  • Provide your order number and full name
  • Include clear photographic or video evidence of the fault or damage
  • Describe the fault in detail

We reserve the right to assess all faulty item claims before issuing a resolution. Depending on the nature of the fault, we may offer a replacement, repair, or refund at our discretion. We will not accept claims for faults arising from misuse, accidental damage, or failure to follow care instructions.

Claims submitted after 30 days of delivery will not be accepted unless covered under a separate statutory warranty.

4. Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Any product that has been used, opened, or removed from sealed packaging
  • Personal hygiene and body contact products (e.g. The Cloud Brush and all brush head attachments)
  • Items returned without prior authorisation from our team
  • Items returned outside of the specified return window
  • Items damaged due to customer misuse or negligence


5. Refund Processing

Approved refunds will be processed within 5–10 business days of us receiving and inspecting the returned item. Refunds will be issued to the original payment method only. We are not responsible for any delays caused by your bank or payment provider.

6. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you believe your statutory rights have not been upheld, you may contact Citizens Advice or your local Trading Standards office.

7. Contact Us

For any returns, refund queries, or faulty item claims, please contact us at:

Email: livecozy.uk@gmail.com 

Brand: Cozy Living UK

We aim to respond to all enquiries within 2 business days.