Refund policy

Delivery & Returns

Last updated: 6 October 2025

We want you to love your flooring — and we’ll always do our best to make sure everything arrives exactly as expected.

Carpets (Cut-to-Size)

Because every carpet is cut specifically for your order, it’s non-returnable and non-refundable unless faulty or damaged.

If there’s a problem, please email team@cozyflooringstore.co.uk within 48 hours of delivery, including your order number and photos. If a fault or damage is confirmed, we’ll arrange a replacement or collection at no extra cost.

Accessories & Add-Ons

Accessories (underlay, grippers, door bars, trims, etc.) are non-returnable once dispatched.

Order Changes & Cancellations

If you need to change or cancel your order, contact us as soon as possible. Once cutting or processing has begun, cancellations aren’t possible for made-to-measure carpets.

Damaged or Incorrect Items

Please inspect your delivery on arrival and, if possible, note any visible damage with the courier. Report any issues within 48 hours and keep all packaging until we advise next steps.

Exchanges

We don’t offer exchanges on cut-to-size carpets. If you’re unsure about colour or texture, please order samples (launching soon) before placing a full order.

Contact

Email: team@cozyflooringstore.co.uk
Phone: 07305 712251