Return & Refund Policy

We want you to love your rug — but if it’s not quite right, we’re here to help.

14-Day Returns

If you're not completely satisfied with your purchase, you can return it within 14 days of delivery for a refund or exchange.

To be eligible for a return:

  • The rug must be unused, in its original condition, and in the original packaging (where possible).

  • You’ll need your order number or proof of purchase.

How to Return an Item

  1. Contact us at returns@cosyrugco.co.uk with your order number and reason for return.

  2. We’ll provide return instructions and the correct return address.

  3. You’ll need to arrange and cover the cost of return shipping unless the item is faulty or incorrect.

*We recommend using a tracked service, as we cannot be held responsible for items lost in transit.*

Refunds

  • Once your return is received and inspected, we’ll notify you and process your refund to the original payment method within 5–7 working days.

  • Delivery charges (if any) are non-refundable, unless the item was faulty or sent in error.

Damaged or Faulty Items

If your rug arrives damaged, faulty, or incorrect, please let us know within 48 hours of delivery:

  • Send an email to returns@cosyrugco.co.uk with a description and clear photos of the issue.

  • We’ll arrange a replacement, exchange, or full refund as appropriate — at no extra cost to you.

Need Help?

If you have any questions about returning your order, just get in touch — we’re always happy to help.

Exceptions / non-returnable items

Outlet Items – Final Sale Policy

Items purchased from our Outlet section are sold as final sale and are not eligible for return, exchange, or refund, unless they are faulty or not as described.

Please ensure you review product details carefully before purchasing. By completing your order, you acknowledge and accept that outlet items are excluded from our standard returns policy.

Faulty or Damaged Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery. We will arrange a replacement or refund in accordance with your statutory rights.

Unfortunately, we cannot accept returns on sale items or gift cards.