We want you to love your furniture. If something isn’t right, here is exactly how returns, exchanges and refunds work at COZY.PK.
Damaged or defective on delivery
- Please check your furniture when it is delivered and tell our delivery team about any damage straight away.
- If you notice a defect later, send photos and your order number on WhatsApp within 48 hours of delivery.
- We will repair the item, replace the damaged part, or replace the item — at no cost to you.
Change of mind (ready-made items)
- Ready-made items can be returned within 7 days of delivery if they are unused, undamaged and in their original condition and packaging.
- Return pickup charges are paid by the customer for change-of-mind returns.
- Once we receive and inspect the item, we refund the product price.
Items that cannot be returned
- Custom-made furniture (made to your size, wood, fabric or colour), once production has started.
- Mattresses and bedding that have been unpacked or used, for hygiene reasons.
- Items damaged after delivery through misuse, accidents, water or moving.
How to request a return or exchange
- Message us on WhatsApp or use the contact form with your order number and photos.
- Our team confirms eligibility and arranges a pickup date.
- After inspection, we process your exchange or refund.
Refunds
Approved refunds are paid by bank transfer within 7–10 working days after the returned item is inspected. For Cash on Delivery orders, we will ask for your bank account details to send the refund.
Warranty
Structural problems covered by our 10-year frame warranty are handled separately — see our Warranty Policy.
Questions? Contact us — we’re happy to help.