Changing your mind

For eligible online purchases, you can cancel without giving a reason from the time you place your order until 14 days after the day you receive your goods.

If goods from one order arrive separately, the cancellation period generally runs from the day after you receive the last item.

Tell us clearly that you wish to cancel before the cancellation period ends. Email team@cozyflooringstore.co.uk or call 07305 712251. Include your order number and the items you want to cancel.

After notifying us, you normally have a further 14 days to send the goods back.

Carpet cut to length and personalised goods

The legal cancellation right may not apply to goods genuinely made to your specifications or clearly personalised.

We do not apply a blanket “no returns” rule to every carpet cut to length. Whether an exemption applies depends on the particular product and order. Where an exemption applies, we will explain this before you purchase.

Any change-of-mind exemption does not remove your rights if goods are faulty, damaged, not as described or otherwise fail to meet the requirements of consumer law.

How to arrange a return

• Contact us with your order number and the items you want to return.
• We will provide the correct return address and any practical handling instructions.
• Package the goods securely to protect them during transport. Use the original packaging where practical, or suitable protective packaging.
• Keep proof of dispatch and any tracking information.

Please request the correct return location before dispatching goods. Do not send flooring to a supplier depot or another address without checking with us.

You do not need our approval to exercise a valid statutory cancellation right. Contacting us helps ensure your return reaches the correct location.

Return transport costs

For a change-of-mind return, you are responsible for the direct return transport cost where we informed you of this before purchase.

Carpet rolls and other bulky flooring may require specialist transport and cannot usually be returned by ordinary post. Where required, we will provide the return cost or a reasonable estimate before you place your order.

If we arrange a collection for a change-of-mind return, we will confirm the charge with you before booking it.

For faulty, damaged or incorrectly supplied goods, we will cover reasonable return costs where required by law. Contact us so we can arrange a suitable collection or agree the return method.

Inspecting and handling your flooring

You may inspect goods as you reasonably would in a shop to establish their nature, characteristics and functioning.

For a change-of-mind return, we may make a lawful deduction for a reduction in value caused by handling beyond what is necessary for that inspection. Installing, further cutting, using or damaging flooring may reduce its value.

Opening packaging to carry out a reasonable inspection does not automatically remove your cancellation rights.

Please inspect your flooring before fitting. If you notice a fault, damage or an incorrect product, stop and contact us before continuing.

Faulty, damaged or incorrect goods

If your order arrives damaged, contains the wrong item or does not match its description, contact us as soon as reasonably possible.

Please provide your order number, a description of the issue and photographs if available. Photographs help us assess the problem but are not a condition of your statutory rights.

There is no strict 48-hour reporting deadline that removes your consumer rights.

Where goods fail to meet the requirements of the Consumer Rights Act 2015, you generally have a short-term right to reject them within 30 days and receive a refund. The legal rules determine when this period starts and whether it is extended.

After that period, you may still be entitled to a repair or replacement, or a price reduction or refund where the legal conditions are met.

Manufacturer warranties are additional to your rights against Cozy Flooring.

When refunds are paid

For a valid change-of-mind cancellation, we will refund you without undue delay and within the applicable legal deadline.

Unless we have offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you have sent them back, whichever happens first. We will then refund you within 14 days of that event.

If no goods have been supplied, or we have offered to collect them, the refund is normally due within 14 days of being informed of your cancellation.

For a faulty-goods rejection, we will refund you without undue delay and within 14 days of agreeing that you are entitled to a refund.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

Refunding the original delivery charge

If you validly cancel your entire eligible online order, we will also refund the standard outbound delivery charge you paid.

Our current standard delivery charge is £59.95 per eligible order to an available Scottish address. If you paid for a more expensive delivery option, we are normally only required to refund the cost of the least expensive standard delivery option offered.

For partial returns, we will explain whether any delivery refund is due based on the circumstances and your legal rights.

Underlay and accessories

Eligible standard underlay and accessories purchased online are covered by the applicable cancellation rights described above.

Any exception must meet the legal requirements and will be explained before purchase. Faulty-goods rights continue to apply.

Exchanges

If you would prefer another product, contact us to discuss availability and arrangements. An exchange is subject to agreement and does not replace any cancellation or refund rights you have.

Optional cancellation message

You can use the wording below, but you do not have to use a particular form to cancel:

“I wish to cancel my order for the following goods:
Order number:
Items:
Date ordered:
Date received, if applicable:
Customer name:
Customer address:
Date:”

Send it to team@cozyflooringstore.co.uk.

Need help?

Email: team@cozyflooringstore.co.uk
Telephone: 07305 712251
Customer support: Monday–Friday, 9am–5pm

Read our Shipping Policy