Cancellation, returns and exchanges

As all items on our website are bespoke and made-to-order, we must be notified within the specified timeframe in order to be eligible for our return policy. Please note that we have a specific policy regarding returns, as detailed below. If a product is faulty or incorrect, please notify us within the designated timeframe.

In order to initiate our return policy, we require you to report any items that are incorrect or damaged within 48 hours. In addition to sending us images and/or videos where appropriate, please include an email (customercare@cozyhomedubai.com) detailing the issues you are experiencing with the items, so that they can be passed over to our internal team. If the packaging itself has been damaged, please include photos of that as well when sending images.

In the event we request that you return the items to us, you will be responsible for the return shipping costs. You will remain responsible for all returned items until they reach our warehouse. Please ensure that items are properly packaged, as we cannot be held responsible for damages caused by poorly packed items. To ensure that you are protected in case of damage to items, we strongly recommend that you get proof of transport and insurance to cover the value of the items.

Our return policy is only valid for items that are damaged or that have arrived incorrectly. Neither buyers remorse nor change of mind is covered by our return policy.  In the event that we are not notified within 48 hours, we will not be able to issue a refund for damaged or incorrect items. 

Upon return of an item due to damage or it being incorrect, we will provide a replacement or repair. In the event that a replacement or repair is not possible, a refund will be provided.

Self-assembly products from us should be assembled carefully, as we will not be responsible for damage caused by incorrect assembly or installation. Before assembling the product, please ensure you have all the correct parts.

Order Cancellation

After ordering any item there is a 24 hour window in which you can cancel your order, after this time as production has began we will not be able to cancel your order. If the items have been shipped before the 24 hour window we won’t be able to cancel the order. 

We aren’t able to retroactively add discounts to order / cancel orders for the sole reason of implementing discounts.