Refund policy

Returns & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Because CozyBone sofas are oversized furniture items that ship compressed in multiple boxes, please review this policy carefully before placing your order.

To be eligible for a return, your item must be in the same condition that you received it: unused, clean, undamaged, and with all included cushions, covers, accessories, and packaging materials whenever possible. You’ll also need the receipt or proof of purchase.

To start a return, contact us at returns@cozybone.com. For general order questions, you can contact us at support@cozybone.com.

Please note that returns will need to be sent to the return address provided after your return request is approved. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

If your sofa is delivered successfully but you decide you no longer want it, do not like it, ordered the wrong size or color, or changed your mind, you are responsible for all return-related shipping costs.

This may include:

Return shipping costs
Original outbound shipping costs, if applicable
Round-trip freight, carrier, or supplier return fees
Any costs required to properly package and protect the sofa for return shipment

CozyBone sofas are delivered vacuum-compressed for shipping. Once opened and expanded, the sofa may be difficult or impossible to compress back into its original shipping size. Customers are responsible for packing the item properly and securely for return shipment.

Returns that arrive damaged, stained, heavily used, missing parts, or improperly packaged may be refused or subject to a partial refund.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, missing parts, or if you received the wrong item.

To help us evaluate the issue, please email support@cozybone.com with:

Your order number
Photos or videos of the issue
Photos of the packaging and shipping label
A clear description of the problem

Please do not discard the product or packaging until the issue has been reviewed.

If the issue is verified, we may offer a replacement, replacement part, repair solution, partial refund, or full refund depending on the situation.

Missing or Delayed Boxes

Some CozyBone sofas ship in 2 separate boxes, and boxes may arrive at different times.

If one box arrives before the other, please allow additional time for the remaining box to be delivered. If your tracking shows delivery but part of your order is missing, contact us at support@cozybone.com so we can help investigate with the carrier and supplier.

Money-Back Protection

Your order may be eligible for money-back protection if it does not ship, is missing, arrives with verified issues, or has other fulfillment-related problems.

If your order has a shipping, delivery, or fulfillment issue, contact us as soon as possible at support@cozybone.com. We will work with you, our supplier, and the shipping carrier to help resolve the issue.

Eligible claims may be reviewed anytime before shipment or up to 60 days after delivery.

Exceptions / Non-Returnable Situations

Returns may be denied if:

The item has been used, stained, damaged, altered, or is missing parts
The item was not packaged properly for return shipping
The return request was made outside the 30-day return window
The customer cannot provide proof of purchase
The item was damaged during return transit due to improper packaging
The customer refuses delivery without prior approval
The issue is due to incorrect measurements, wrong size selection, wrong color selection, or change of mind
The item was purchased as a final sale item or gift card

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to get the item you want is to request a return for the item you have. Once the return is accepted and completed, you can place a separate order for the new item.

Because CozyBone sofas are oversized items, customers are responsible for any shipping costs related to buyer-requested exchanges, including exchanges due to wrong size, wrong color, or change of mind.

Cancellations

Orders may be cancelled only before they are processed or shipped.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible. If an order has already shipped, it will be treated as a return and may be subject to return shipping costs, outbound shipping costs, and round-trip carrier or supplier fees.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be in the same condition that you received it: unused, clean, undamaged, and with all included parts and packaging materials whenever possible. You’ll also need the receipt or proof of purchase.

For oversized furniture returns, customers may still be responsible for return shipping costs unless otherwise required by applicable law.

Refunds

We will notify you once we’ve received and inspected your return, and we’ll let you know whether the refund was approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

Shipping costs, return shipping costs, freight fees, handling fees, and supplier return fees are non-refundable unless the return is due to a verified fulfillment error, defective item, or approved order protection claim.

If more than 15 business days have passed since we approved your refund, please contact us at returns@cozybone.com.