Returns & Refund Policy

Last Updated: 17 July 2026

Returns & Refunds

At Clean Cozy, we want you to be completely satisfied with your purchase. This policy explains your rights and how returns and refunds are handled.

Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this policy.

Cancelling Your Order

If you purchased products online, you generally have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, please contact us within the 14-day cancellation period.

Once you have informed us that you wish to cancel, you must return the goods within 14 days.

Condition of Returned Items

Returned items must be:

Unused and in a resaleable condition.
Returned with their original packaging where reasonably possible.
Securely packaged to avoid damage during transit.

You are responsible for taking reasonable care of the goods while they are in your possession.

Hygiene Products

For hygiene and safety reasons, we cannot accept returns of products that have been opened, unsealed, or used unless they are faulty, damaged, or not as described.

This applies to products such as laundry detergent pods, scent boosters, fabric conditioners, and similar household cleaning products.

Faulty, Damaged or Incorrect Items

If your order arrives:

Faulty,
Damaged,
Incorrect, or
Not as described,

please contact us as soon as reasonably possible.

Where appropriate, we may request photographs to help assess the issue.

If the product is confirmed to be faulty, damaged, incorrect, or not as described, we will offer an appropriate remedy in accordance with UK consumer law. This may include a replacement, repair (where applicable), or a full or partial refund.

Refunds

Once your returned goods have been received and inspected, we will notify you of the outcome.

If a refund is approved, it will be made using the original payment method unless otherwise agreed.

Refunds are normally processed within 14 days of receiving the returned goods or receiving acceptable evidence that they have been returned, whichever is earlier.

Return Shipping Costs

If you are returning an item because you have changed your mind, you are responsible for the return postage costs unless we have stated otherwise.

If the item is faulty, damaged, incorrect, or not as described, Clean Cozy will reimburse reasonable return postage costs where applicable.

Non-Returnable Items

We cannot accept returns for:

Opened or used hygiene products (unless faulty).
Products damaged through misuse, neglect, or accidental damage after delivery.
Items returned without reasonable care.

How to Request a Return

Please contact us through the Contact Us page on www.cleancozy.co.uk and include:

Your order number.
Your name.
A description of the issue or reason for the return.
Photographs where relevant.

We will provide instructions on the next steps.

Contact Us

If you have any questions regarding returns or refunds, please contact us via the Contact Us page on www.cleancozy.co.uk.

We aim to respond to all enquiries as quickly as possible.