Refund policy

Returns and refunds

We want you and your pet to love your order. If something isn't right, here's how returns work.

30-day returns
You can return any item within 30 days of receiving it, for any reason. Items should be unused and in their original packaging.

How to return an item
1. Email contact@cosypaw.co.uk with your order number and the item(s) you'd like to return.
2. We'll reply with the return address and instructions.
3. Send the item back within 14 days of telling us you want to return it.

Returns address: CosyPaw, 82A James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom. Please contact us before sending anything back so we can match your parcel to your order.

Return postage
- Change of mind: the cost of sending the item back is paid by you.
- Faulty, damaged or wrong item: we cover the return cost in full.

Faulty, damaged or incorrect items
Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, email us with your order number and a photo, ideally within 48 hours of delivery, and we'll send a replacement or give you a full refund, whichever you prefer. This does not limit your rights under the Consumer Rights Act 2015.

Refunds
Once we receive your return, we'll email you to confirm and refund you within 14 days to your original payment method, including the original standard delivery charge where the law requires it. Your bank may take a few extra days to show the refund.

Cancelling an order
If you'd like to cancel an order that hasn't been dispatched yet, email us as soon as possible and we'll cancel it and refund you in full.

Your statutory rights
Under the Consumer Contracts Regulations 2013 you have the right to cancel an online purchase within 14 days of receiving it, and under the Consumer Rights Act 2015 you have rights if goods are faulty or not as described. Our 30-day policy is in addition to these rights and does not affect them.