returns & refunds

You’re here because you want to take a nosy at our Returns and Refunds policy..

This page answers some of the most frequently asked questions. They are summaries only and you should read our Terms of sale for more information.

What if I don't like the product I ordered when it arrives?

We're sure you will like it, but if not, you can return it to us within 14 days of delivery for a full refund (less return or collection costs set out below) once the product has been returned to us. Simply contact us within 14 days of receiving your product(s) and we will assist you with your return. We have the right to offer you a partial refund if the value of the item has been reduced in some way by the customer.

Please note: we cannot accept returns on unwanted furniture that has arrived flat packed and been assembled in any way, so please make sure you want the item before you begin building. The goods must be returned to us in the same condition in which you received them and in their original packaging. Our courier cannot accept returns if the goods are not in their original packaging. 

What if the item is damaged when it arrives or you are sent the wrong item?

Our quality team continually check stock to make sure it's up to our standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery and if you sign for a delivery with damaged packaging please make it clear on the delivery note. If you’re not happy with the goods when you inspect them, let our delivery partner know or note this and contact us at info@housecosy.com

If you only realise after the delivery that there is a quality issue, or if we've sent you the wrong item, just contact us within 14 days of delivery, sending us at least a couple of photos of the damage or other issues with the product. Our team will assess your complaint and tell you how to return the item or arrange to collect the item from you, and either give you a refund or order you a replacement.

For flat pack products, please follow the assembly guides carefully and before build check that all parts are complete. We cannot be liable for human error in assembly that may lead to a faulty or damaged product as a consequence. This will materially your claim. If you are missing any parts or have incorrect parts please contact us  within 14 days 

Please note: You will also need to repackage all product being returned in it's original packaging. Our courier cannot accept returns if the goods are not in their original packaging. 

Can I cancel an order if I change my mind?

Of course! We’re all human; you can cancel at any time before your item is dispatched/sent to our delivery partners. Simply contact us and we'll cancel your order and give you a full refund for the cost of the product and standard shipping charge only.

Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after. You will receive a full refund (less return and collection costs set out below) once the product has been returned to us.

What do we charge to collect items?

If you need to return an item because it is faulty, we will not charge you for the return or collection costs.

If, however, you simply change your mind and wish to cancel the order after delivery, you will need to pay the return or collection costs. You will pay 1 return or collection cost based on the subtotal value of the products you are returning as per the below table.

Product price

Return/collection cost

£0 - 49.99

£10

£50 - £149.99

£15

£150 - £249.99

£25

£250 - £399.99

£35

£400 or more

£50

 

How long will my refund take?

For security reasons we can only make refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes after we have received the unwanted item back (or received evidence that it is being returned).

Payment Method

Processing the refund by housecosy.com

Time taken for the money to show in your account after the refund is processed

Debit card, HSBC

Up to 3 working days

within 5-7 working days

Debit card others (e.g. NatWest)

Up to 3 working days

Within 7-10 working days

Credit card

Up to 3 working days

Within 2-30 days. Terms vary between bank and card companies. Customer can see their refund policy on the T&Cs they have with their banks.

Paypal account

Up to 3 working days

Within 5-7 days

Paypal cards

Up to 3 working days

Typically within 5-7 days, but may take up to 30. Customer can see their refund policy on the T&Cs they have with their banks.

More on PayPal refunds

If you used your PayPal balance or bank account to fund the original payment, the refunded money will go back to your PayPal account balance. If you used a credit or debit card to fund the original payment, the refunded money will go back to your card. We will affect the refund within three working days but it may take up to 30 days for Paypal to process the transfer. For payments funded partially by a card and partially by your balance/bank, the money taken from your card will go back to your card and the remainder will return to your PayPal balance.

Can I change my existing order?

Sorry… Once you've placed an order, you won’t be able to make changes to what you have ordered or change the contact and delivery details.