**Returns Policy**
At Cozy Cloudz, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, our Returns Policy outlines the steps you can take to return your items and receive a refund or exchange.
### 1. Returns Eligibility
You may return most items purchased from Cozy Cloudz within 14 days of receipt for a full refund or exchange, provided that:
– The item is in its original condition, unused, and in its original packaging.
– All tags and labels are still attached.
– The item has not been assembled or installed.
Please note that certain items may not be eligible for return, such as custom-made or personalized products. These items will be clearly marked as non-returnable at the time of purchase.
### 2. How to Return an Item
To return an item, please follow these steps:
1. **Contact Us**: Email us at info@cozycloudz.co.uk within 14 days of receiving your order to request a return. Please include your order number, the item(s) you wish to return, and the reason for the return.
2. **Prepare Your Return**: Carefully repack the item in its original packaging, including all accessories, instructions, and other materials that were included with the item.
3. **Return Shipping**: You are responsible for the cost of returning the item to us unless the item is faulty or incorrect. We recommend using a tracked and insured delivery service, as we cannot be responsible for items lost or damaged in transit.
4. **Send Your Return**: Send your return to the address provided by our customer service team. Please include a copy of your return confirmation email or a note with your name, order number, and contact details.
### 3. Refunds
Once we receive and inspect your returned item, we will process your refund. Refunds will be issued to the original payment method used for the purchase within 14 days of receiving the return. Please note that the original delivery charges will not be refunded unless the item was faulty or incorrect.
If you do not receive your refund within 28 days of returning the item, please contact us at info@cozycloudz.co.uk with your proof of return.
### 4. Exchanges
If you would like to exchange an item, please follow the return process outlined above and indicate that you would prefer an exchange. Once we receive and inspect the returned item, we will process the exchange and ship the replacement item to you. Please note that any difference in price will be charged or refunded accordingly.
### 5. Faulty or Incorrect Items
If you receive an item that is faulty or incorrect, please contact us at info@cozycloudz.co.uk within 14 days of receipt. We will arrange for the return of the item at no cost to you and offer a replacement or refund as appropriate.
Please provide photos of the faulty or incorrect item, along with your order number and a description of the issue.
### 6. Non-Returnable Items
Certain items are non-returnable due to hygiene reasons, including:
– Mattresses and bedding that have been removed from their original packaging.
– Custom-made or personalized items.
These items will be clearly marked as non-returnable at the time of purchase.
### 7. Return Address
Our customer service team will provide you with the return address when you contact us to initiate a return. Please ensure that all returns are sent to the correct address to avoid delays in processing your refund or exchange.
### 8. Returning Large Items
For large items, such as beds or mattresses, we may offer a collection service for returns. Please contact us at info@cozycloudz.co.uk to arrange a convenient collection time. Please note that collection fees may apply unless the item is faulty or incorrect.
### 9. Cancellation Rights
You have a legal right to cancel your order within 14 days of receipt and receive a full refund, including the original delivery charges. To exercise this right, please contact us at info@cozycloudz.co.uk with your order details and a clear statement of your decision to cancel.
### 10. Changes to Returns Policy
We reserve the right to update or change our Returns Policy at any time. Any changes will be posted on this page, and where appropriate, notified to you by email. Please check this page regularly to stay informed of any updates.
### 11. Contact Us
If you have any questions about our Returns Policy or need assistance with a return, please contact us at info@cozycloudz.co.uk. We’re here to help and ensure you have a positive shopping experience with Cozy Cloudz.
Thank you for choosing Cozy Cloudz!
