Refund policy
Return and Refund Policy
At The Cosy Soul, we strive to provide high-quality products and exceptional customer service. If you're not completely satisfied with your purchase, we're here to help. Please contact us at hello@thecosysoul.com
Eligibility for a Refund
We accept returns and offer refunds under the following conditions:
- The item must be returned within 14 days of delivery.
- The item must be unused, in its original packaging, and in the same condition that you received it.
- Proof of purchase (receipt or order confirmation) is required.
Non-Refundable Items
Certain items are non-refundable, including:
- Gift cards
- Personalised or custom-made products
- Items purchased on sale (unless defective or damaged)
How to Request a Refund
To initiate a refund, please follow these steps:
- Contact us with your order number and reason for return. If the product is damaged, please provide a photo where possible.
- We will provide return instructions, including the shipping address.
Refund Processing
- Approved refunds will be processed within 7 working days of receiving the returned item to your original payment method.
- Shipping costs are non-refundable, and return shipping fees are the customer’s responsibility unless the return is due to a defective or incorrect item. We are a small business and unfortunately can’t cover postage costs for unwanted items.
Faulty or Damaged
If you received a faulty or damaged item please contact us at hello@thecosysoul as soon as possible - ideally with a photo. We will arrange a replacement or refund straightaway and cover the return postage.
For any questions, feel free to contact us—we’re here to help.