Refund policy

Last updated: 27 September 2026

30-day money-back guarantee

Not the cosy look you hoped for? Contact us within 30 days of delivery and we'll refund the price of the product. No awkward questions.

Wrong size? Let's swap it

Pet sizes can be tricky. If the sweater doesn't fit, email cozyypaws@outlook.com within 30 days of delivery with your order number, your pet's back length and weight, and a photo of your pet wearing the sweater. We'll help you choose the right size and send it to you (one size exchange per sweater). We may ask you to send the first sweater back.

How to return

  1. Email cozyypaws@outlook.com with your order number within 30 days of delivery.
  2. We'll reply with the return address and instructions. Please don't send items back without contacting us first; we can't match returns sent without contacting us to an order.
  3. Send the item back with a tracked service.

Refunds

  • We refund the price you paid for the returned products to your original payment method within 14 days of receiving your return.
  • You pay the cost of sending the item back, unless the item arrived damaged, defective or wrong.
  • Bundles and free gifts: if you return part of a bundle, we refund what you return based on the price per sweater you paid. If the return means the free Christmas Bandana no longer applies, please return it too.
  • Please send back items that are clean, unwashed and without pet hair or damage. You're only responsible for loss of value caused by handling the item more than needed to check it (trying it on your pet is fine).

Damaged, defective or wrong items

If your order arrives damaged, defective or isn't what you ordered (wrong design or size), email us within 30 days of delivery with your order number and a photo. We'll send a replacement or give you a full refund, including shipping, at no cost to you.

Your legal right of withdrawal (EU and UK customers)

In addition to our guarantee, if you live in the European Union or the United Kingdom you have the legal right to withdraw from your purchase within 14 days of delivery without giving any reason. To use it, send us a clear statement (for example, an email to cozyypaws@outlook.com) before the 14 days end. You can use the model form below, but you don't have to.

If you withdraw within these 14 days, we refund everything you paid, including the standard delivery cost, within 14 days of receiving your statement. We may wait to refund you until we have received the goods back or you have shown proof of sending them. You pay the direct cost of returning the goods.

Contact

cozyypaws@outlook.com