Refund policy

We want you to feel confident ordering from Cosy Cotswold Company & our trusted partner Peanut Resin Works. Many of our products are made specifically for you, so please read the guidance below carefully before placing your order.

If you are unsure about colour or texture, we strongly recommend contacting us for a sample or advice before purchasing. Samples maybe free of charge but postage will be applied.

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

Your Right to Cancel (Online Orders)

If you are purchasing as a consumer online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must notify us in writing within 14 days of delivery. You then have a further 14 days to return the goods.

Provided the goods are returned in appropriate condition, we will issue a refund within 14 days of receiving the returned goods or evidence that they have been sent (whichever is earlier).

Where you cancel under your statutory right to cancel, we will refund the standard delivery charge paid. We do not refund any upgraded or express delivery services selected.

Unless the goods are faulty, you are responsible for the cost of returning them.

Exemptions to the Right to Cancel

The statutory 14-day cancellation period does not apply to goods made to your specification or clearly personalised, in accordance with Regulation 28 of the Consumer Contracts Regulations 2013.

This includes:

House Signs
Business Signs
Made-to-order products
Personalised Homeware items
Gift vouchers

These items are exempt from the statutory right to cancel. Your statutory rights in relation to faulty or misdescribed goods remain unaffected.

Condition of Returned Goods

Returned goods must:

Be unused
Be in their original packaging
Include any enclosed documentation

We may make a deduction from any refund where goods show signs of handling beyond what is necessary to establish their nature, characteristics and functioning.

We cannot accept returns where damage has been caused by misuse, wear and tear, or failure to follow care instructions.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible with photographs and your order number.

We will resolve the issue promptly in accordance with your rights under the Consumer Rights Act 2015. Depending on the circumstances, this may include repair, replacement or refund.

Refunds

Refunds will be made to your original payment method.

Refunds are issued within 14 days of receiving returned goods (or evidence of return), in accordance with statutory requirements. Most refunds are completed within 3–5 working days once processed.

To initiate a return:

Please contact us within 14 days of receiving your order at orders@cosycotswoldco.com or 01285 700560
Return the item(s) to the following address: Cosy Cotswold Company, PO Box 373, Cirencester, GL7 9NF

Unless the item is faulty, return postage costs are the customer’s responsibility. We recommend using a tracked service, as goods remain your responsibility until received by us.