Cosy's Terms and Conditions

Upcycled products

We find it so rewarding whenever we're able to take a single-use item and repurpose it to give it another lease of life, a number of our favourite products began life as something else and we're proud to play our part in reducing our impact on the environment. Where an item is listed as utilising upcycled or repurposed materials there could be cosmetic imperfections, as long as these do not impair the function of the item for its intended purpose then it is not considered to be faulty or damaged.

Natural/Rustic/Handmade products

Part of what makes these products so beautiful is the unique and individual characteristics each piece displays, no two items are ever identical and that's why we love them. Wood is a living and ever-changing material, over time the colour and appearance of these products can change, splits can appear and bark can shed, this is a natural part of the aging process, cosmetic imperfections could exist or develop but as long as these do not impair the function of the item for its intended purpose then it is not considered to be faulty or damaged. These products they should be taken out of their packaging within 24 hours to allow the products to breathe, acclimatise and prevent spoilage and or deterioration. To ensure the longevity of these products the care instructions should be followed, these can be found here:

Download Care and Advice Notes.

Direct Delivery

Some items are shipped directly from our suppliers to our customers; if other items that we carry in stock are on the same order they will be dispatched separately via our normal methods. We incur costs from our suppliers for any cancellations of direct drop deliveries after they have been dispatched, so if you cancel an order after it has been dispatched or request to return such an item, return shipping charges and restocking fees may apply in order for us to recover our costs; please speak to a member of our customer service team for further details. 

Back Orders

If a purchased item is not currently in stock your order will be placed on backorder pending the arrival of stock into our warehouse, once the stock is received it will be dispatched to you at our first opportunity. If operational reasons necessitate it, we reserve the right to part-ship the items we do have in stock.


Prices quoted will generally be valid for 12 months from the publication of the catalogue (Jan-Dec) however, we reserve the right to adjust pricing if required.

Prices quoted are Ex VAT - VAT will be charged where applicable and will be seen on all invoices.

Part shipping 

We will always endeavour to group your goods together and ship them in as few as deliveries as possible however we reserve the right to part-ship goods in instalments if necessary for operational reasons, in such instances there will be no additional delivery cost for this.

Inspection of goods

Upon receipt of your delivery you are required to inspect your goods and any issues should be reported to us within 7 calendar days, we regret that we are unable to rectify any complaints regarding damaged or missing content if reported after this period.

Missing parts

We take great care to ensure our products are shipped with all the required components however if you spot that a part is missing we ask that it is reported to us within 7 calendar days of receipt of delivery and before any assembly has begun to enable us to assist you. Any report of missing parts outside of these conditions may impair our ability to resolve the problem for you. 

Missing products

We take great care to ensure your order is picked correctly however upon receipt of your delivery you are required to check the content against the provided invoice, if anything is noted as missing it must be reported to a member of our customer service team within 7 calendar days to enable us to fully investigate the matter and find a resolution, any reports of missing items outside of this period makes it harder for us to investigate and we may not be able to offer you a solution as a result. 


Our range of flat pack and self-assembly items are packaged carefully to ensure all components are included and they're well protected for the rigours of travel however please ensure all self-assembly products are carefully assessed against the provided content list to ensure all parts have been received and that they are in acceptable condition, any missing parts or damage reported to us after this time frame or after assembly has begun may impair our ability to resolve the problem for you. 

Colours and photos

Images and photos are provided as a guide only, designs may vary, and it should be noted that colours may vary slightly due to limitations with the printing process and display settings on your VDU. 

Fair usage/Wear and tear

Our product guarantees are limited to fair usage and must only be used for their advertised and intended purpose, if fault or damage is incurred as a result of mistreatment or the product being used for anything other than its intended purpose then the product guarantee is voided.

Adherence to care instructions

We're very proud of our product range and we're sure you'll love them too but in order to get the most out of them certain products may require specific care to be taken to ensure their longevity, our care instructions can be found here www.cosydirect.com/care-notes and any fault or damage incurred as a result of failure to comply with these instructions may void the warranty.

Return costs for non-fault items

If you wish to return a non-fault item it can only be returned if it is in resalable condition and remains sealed within its original packaging, however, you will be liable for the return shipping charges and if you originally paid shipping charges these will not be refunded to you, this is because we have incurred these expenses from our carriers and we need to recover these costs. Any request to return an item that meets the above conditions must be made to us within 30 calendar days of receipt of the goods and will be inspected by our returns team prior to a refund being issued.

Refusal due to size

We take care to provide the dimensions of our products so you can make an informed decision regarding your purchase, if an item is refused due to its excessive size it can be returned if it is in resalable condition and remains sealed within its original packaging however you will be liable for the return shipping charges and if you originally paid shipping charges these will not be refunded to you, this is because we have incurred these expenses from our carriers and we need to recover these costs. 

Anti-rot/wood care

All wooden structures need to be built on a firm, stable and well-drained base. Our products carry a 2-year anti-rot guarantee but the item must be cared for in full accordance with our care notes which are available here. If damage or fault arises as a result of negligence in following the care instructions then this will void the guarantee.

Delivery dates

Any delivery dates provided by us are estimates only, whilst we’ll always endeavour to fulfil those estimates operational reasons preclude us from guaranteeing them and we shall not be liable for failure to meet these dates.

Remote area surcharges

Please note that some areas of the UK are considered to be remote by our carriers and therefore attract a remote area surcharge, these areas include but are not limited to the Scottish Highlands and Islands and any offshore locations. Where such a surcharge will apply a member of our customer service team will notify you of the additional cost at the time of your order. 

Product Quality 

We pride ourselves on our product range as many of them have been conceived and designed by ourselves, we work very hard with our suppliers and manufacturers to keep the costs of our products as low as possible so you can benefit from our range of exciting and great value products. In full accordance with the 2015 consumer rights act we warrant that our products will be of satisfactory quality relative to their price. 

Our right to cancel an order or an item

We reserve the right to cancel an order or an item at any time prior to the dispatch of the goods, in these instances we will notify you of the cancellation and where applicable provide a refund to you via the original payment method.


For details of the terms and conditions covering our competitions please click here

Furniture & Room Design

Part shipping / Split deliveries

We offer several curated room collections which have been created by our product development experts, whilst we’ll always endeavor to dispatch all of the products within a collection together we reserve the right to part ship products separately; when this is done you will receive an invoice for the items that have been dispatched and payment is required for the dispatched resources in accordance with our billing and payment terms.


Whilst we take great care to ensure that products are accurately represented within our catalogues and website, limitations with the printing process and the display settings of browsing devices may lead to some variance with colours and finishes which we’re unable to accept liability for.


We will endeavour to deliver all the products on your order as quickly as possible, there may be occasions beyond our control that conspire to cause delays to your order which could include but are not limited to stock availability, transport or logistics delays or unforecasted demand, on these occasions where significant delay is anticipated we will notify you accordingly.

Where a special delivery has been arranged with the buyer and is postponed at the time of dispatch or the point of delivery, the buyer will be liable for all costs incurred by us due to the postponement or re-delivery.

We are unable to accept liability for any consequential losses you may incur as a result of a delay to your order and we urge you to not dispose of your existing furniture or resources until you have taken delivery of your new resources from us.


Where furniture items are purchased in sufficient quantities or when room collections are purchased we will dispatch the resources to you on pallets with our appointed delivery partner who will contact you after dispatch to book the delivery with you. By placing your order with us we reasonably assume that you have considered any restrictions regarding parking, unloading and access.

The terms of our standard delivery service are stipulated below:

  • Deliveries are to be made within business hours (Monday to Friday 08:30 – 17:00)
  • Kerbside delivery means that items will be delivered to the nearest kerbside at the specified address. Our delivery partner will position their vehicle as close as possible to the delivery address and unload the palletised goods into a spot on the kerbside that is safe and keeps the pallet secure. This ensures the safety of the driver, the customer and the general public.

Where required and agreed upon in advance we can offer special delivery services at an additional cost which can include:

  • Timed delivery slots
  • Delivery of products to a designated and accessible ground floor building location
  • Unpacking of products
  • Unpacking and assembly of products
  • Unpacking, assembly and placement of products
  • Removal of packaging waste

For further details on additional delivery services and costs please contact our customer service team.


We endeavor to provide accurate and detailed measurements of our products to you but in our interest of continually enhancing and improving our product range we reserve the right to make changes to the materials and designs of products which could alter the details as specified; weights and dimensions are approximate and intended for description.

Where a buyer has provided measurements to Cosy for the purpose of room design we must reasonably assume that they are correct and cannot be held responsible if they are later established to be incorrect. We cannot accept liability for incorrect purchase decisions that may result from incorrect information being provided to us.


We warrant that our goods will be of reasonable quality and free from defects of design and materials for a standard of 12 months.

Our furniture products are provided with an extended warranty of 10 years from the date of our invoice to you, this 10 year warranty applies to furniture products supplied from May 2024 and during the warranty period Cosy will repair or replace any product, part, or component covered by this warranty and sold by Cosy to you which fails under normal use as a result of a defect in material or workmanship; if Cosy decides to replace the product, part, or component, rather than repair it, Cosy will replace the aforementioned product, part, or component with a product, part, or component which it reasonably considers to be comparable.

Cosy shall be under no liability in respect of any defect which arises from fair wear and tear, willful damage, negligence, abnormal working conditions, misuse or abuse or any failure by you to install, use, and/or maintain the product, part or component according to Cosy’s published instructions, or any modification, alteration or repair of the products, parts or components without our written approval.

Our warranty does not cover:

  • Natural variations in wood grain or figure or the presence of character marks;
  • Excessive changes in surface finishes due to ageing or exposure to light;
  • The matching of colours, grains, or textures of natural materials;

Cosy does not warrant and shall be under no liability in respect of products that are exposed to extreme environmental conditions or which have been subject to improper storage.

Our warranty is non transferable and applies only to the original purchaser of the goods