Refund policy

Cozy Flooring arranges home delivery directly with customers. Our current standard delivery charge is £29.99 per eligible Scottish order.

Where we deliver

We currently deliver to eligible addresses within Scotland only. Delivery to England, Wales and Northern Ireland is not currently available.

Some remote Scottish addresses, including Highlands and island locations, may not be covered. Enter your delivery address at checkout to check availability. Contact us before ordering if you are unsure.

Delivery charges

Standard delivery costs £29.99 per eligible order. Your delivery charge is displayed at checkout before payment.

There is no separate standard surcharge based solely on whether your carpet is 4m or 5m wide, and no standard small-room surcharge.

Delivery dates

After you place an order, we will contact you to arrange a suitable delivery date. Delivery depends on product availability, your location and our schedule.

A specific delivery date is only confirmed once it has been agreed with you. Please wait for confirmation before booking a fitter.

Unless another delivery period is agreed, we will deliver within 30 days of the contract being made. If a stock issue or delay affects your order, we will contact you to discuss your options.

Preparing for delivery

Please ensure someone is available to receive the flooring and there is safe access to the delivery location.

Tell us beforehand about narrow roads, restricted parking, stairs or other access difficulties so we can discuss suitable arrangements.

Checking your order

Where possible, inspect your goods on arrival. Check the product, colour and quantities before fitting.

If something appears damaged, incorrect or missing, contact us as soon as reasonably possible with your order number and photographs if available.

Stop fitting if you notice a problem. There is no strict 48-hour reporting deadline that removes your statutory consumer rights.

Returns and cancellations

Eligible online purchases have a 14-day cancellation period starting the day after delivery. After notifying us, you normally have a further 14 days to send the goods back.

Some genuinely personalised or made-to-specification goods may be exempt. We do not apply a blanket no-returns rule to every carpet cut to length. Any applicable exemption will be explained before purchase.

For change-of-mind returns, customers pay direct return transport costs where these were disclosed before purchase. Bulky flooring may require specialist transport.

Faulty, damaged or incorrectly supplied goods remain covered by your statutory rights. We cover reasonable return costs where required by law.

Read our Refund Policy for the full return procedure and refund deadlines.

Carpet samples

Our Cozy sample service is coming soon. Sample ordering is not yet available.

Visit our Samples page to sign up for launch updates.

Contact us

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