Refund policy

Last updated: 2nd August 2026

We want you to be happy with your Cozy Prints UK order. This policy explains your rights and how we handle cancellations, returns, damaged products and refunds.

Change-of-mind returns

For standard, non-personalised products purchased online, you may tell us that you wish to cancel your order within 14 days after the day you receive it. You then have a further 14 days to return the product after telling us that you wish to cancel.

To start a return, contact us at shopcozyprintsuk@gmail.com before sending anything back. Please include your order number and the product you wish to return. Do not return an item to the manufacturer or to an address printed on the parcel unless we have confirmed that address in writing.

Returned products should be sent back unused and in their original condition where reasonably possible. You may handle the product only as much as you would reasonably handle it in a physical shop. We may reduce a refund if the value of the product has been reduced by handling beyond what was necessary to inspect it.

For a change-of-mind return, you are responsible for the cost of returning the product. We recommend using a tracked postal service and keeping proof of postage.

Products that cannot normally be returned for a change of mind

The normal change-of-mind right does not apply to products that are genuinely personalised, customised or made to your individual specification. This exception does not apply merely because a standard Cozy Prints UK design is produced after you place the order.

This exclusion does not affect your rights if a personalised or custom product is faulty, damaged, incorrect or does not match the approved order details.

Exchanges

We do not currently offer direct exchanges. If an eligible product is returned, you can place a new order for the preferred size, colour, finish or phone model.

Order cancellations and changes

Please contact us as soon as possible if you need to cancel an order or change an address, size, colour, finish or phone model. Orders may enter production shortly after purchase, so changes cannot always be made before dispatch.

Where the statutory online cancellation right applies to a standard product, your right to cancel is not removed solely because production has started. Personalised or custom-made goods may be treated differently.

Faulty, damaged, incorrect or misdescribed products

If a product arrives faulty, damaged, incorrect or materially different from its description, contact us as soon as reasonably possible at shopcozyprintsuk@gmail.com. Please provide your order number and clear photographs of the product, packaging and shipping label where available.

Depending on the circumstances and your legal rights, we will arrange an appropriate refund, replacement or other remedy. You will not be required to pay return postage where the product is faulty, damaged, incorrect or misdescribed.

UK consumers have statutory rights for goods that are not of satisfactory quality, fit for purpose or as described, including a short-term right to reject certain faulty goods within 30 days. Nothing in this policy limits those rights.

Wrong size or phone model selected

Please check size guides, phone-model names and product options carefully before ordering. If you select the wrong standard size or phone model, the normal change-of-mind return process may apply where the product is eligible. Return postage is normally the customer's responsibility in that situation.

If we or a production partner send a different size or model from the one shown on your order confirmation, we will treat that as an incorrect item and resolve it at no cost to you.

Refunds

When a change-of-mind return is approved, we will refund the eligible amount using the original payment method. This includes the product price and the cost of the least expensive standard delivery option that was offered, where a separate delivery charge was paid. Any additional cost for an upgraded delivery service is not normally refundable.

We may wait until the returned product has been received, or until you provide evidence that it has been sent back, before issuing the refund. Refunds will be processed without undue delay and normally no later than 14 days after the relevant return evidence or returned goods are received.

Banks and payment providers may take additional time to display a completed refund in your account.

How to contact us

Email: shopcozyprintsuk@gmail.com
Business: Sam Agnew trading as Cozy Prints UK