Refund and Returns Policy

Document 2: Refund & Returns Policy

Returns & Refund Policy

At www.cosyathome.co.uk we want you to be completely satisfied with your purchase. If you need to return an item, our policy complies fully with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

1. 14-Day Return Window (Cooling-Off Period)

  • You have 14 calendar days from the date of delivery to notify us that you wish to return your item for a refund.
  • Once your return request is approved, you have an additional 14 days to send the item back to us or have it collected.

2. Eligibility & Return Conditions

To qualify for a refund due to a change of mind, incorrect ordering, or size misunderstanding:

  • The bed frame/item must be unused, unbuilt, and in its original, unassembled condition.
  • The item must be repacked securely in its original factory packaging, including all fixings, fittings, and instructions.
  • Beds that have been fully or partially assembled cannot be returned for a change-of-mind refund due to hygiene and re-saleability restrictions.
  • Mattress Hygiene Exemption: For hygiene reasons, mattresses and mattress toppers can only be returned if they remain in their original, unopened plastic vacuum wrap.

3. Return Shipping & Costs (Change of Mind / Customer Error)

If you decide to return an item because you changed your mind, ordered the wrong size/colour, or failed to check item dimensions:

  • The customer is responsible for the return postage/courier costs.
  • Arranging Your Own Courier: You may arrange your own tracked courier service to return the goods to our warehouse. We strongly recommend using a tracked, insured service, as we cannot issue refunds for items damaged in transit during customer-arranged returns.
  • Store Collection Service: Alternatively, we can arrange a collection via our specialist two-man furniture courier. The direct collection fee (typically £40 to £60, depending on item dimensions, weight, and your postcode location) will be deducted directly from your final refund amount.

4. Damaged or Faulty Items on Arrival

  • If your product arrives damaged in transit or with a manufacturing defect, please notify us within 48 hours of delivery with clear photos of the packaging and damage.
  • We will arrange for free replacement parts, a repair, or a complete replacement at no cost to you.

5. How to Initiate a Return

  1. Email our support team at sales@wearebeds.co.uk.
  2. Include your Order Number, full name, and reason for return.
  3. Attach photos showing the item is safely packed in its original packaging.
  4. Our team will review your request within 1–2 business days and provide the return warehouse address or schedule a courier collection.

6. Refunds Process

  • Once your returned item arrives at our warehouse and passes quality inspection, we will process your refund.
  • Refunds will be issued back to your original payment method (Shopify Payments / Card / Klarna) within 5 to 7 working days (minus any applicable collection charges).