Refund policy
By placing an order through Cottonfy UK you are agreeing to the terms below. We set these policies to ensure that you are fully aware of our return and refund methods and procedures. These policies are applicable to (United Kingdom) country.
A. Limited 3-Year Warranty:
Cottonfy UK provides a limited warranty for all products, effective for 3 years from the delivery date of products. This warranty applies only to workmanship defects in the product frame that affect the structural integrity or normal functionality of the product under normal residential use. In the event that a frame-related defect covered by this warranty occurs within this period, we invite you to contact our After Sales team for assessment and appropriate remedial action, which may include repair or replacement of the defective frame component.
B. Unboxing & Condition Verification
Upon delivery, customers are kindly advised to record a complete unboxing video to document the condition of the item at the time of receipt. This helps us verify the delivery condition and avoid potential after-sales disputes.
For detailed guidance, please refer to our Unboxing and After-Sales Evidence Guidelines page.
C. Order Cancellation
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In stock Order:
Orders can be cancelled free of charge before shipment.
If the order has already been shipped, a 5% restocking fee plus shipping costs will be deducted.
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Pre Order:
For 4-8 Week Delivery:
Orders can be cancelled free of charge before shipment.
If the order has already been shipped, a 5% restocking fee plus shipping costs will be deducted.
If the order is not shipped by sea within 7 weeks, you are eligible for a full refund.
For 12-15 Week Delivery:
Orders can be cancelled free of charge before order confirmation email.
If the order is cancelled after order confirmation, a 10% processing fee will apply. If the order is cancelled after sea freight shipment has commenced, a 20% cancellation fee will apply.
If the order is not shipped by sea within 14 weeks, you are eligible for a full refund.
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Customized Orders:
After placing a custom order, we will communicate with you regarding the customization details and send an order confirmation email.
Once production of a custom product is complete, we will provide product images for your final confirmation.
We strongly recommend customers to contact us to purchase fabric samples before placing a custom order to better experience the fabric.
Note: Once the order confirmation email has been sent for 48 hours, or once the order has been confirmed by the customer (whichever comes first), the order can no longer be cancelled free of charge.
If a cancellation is requested after this stage, a 10% cancellation fee will apply. This fee is not a penalty, but a contribution towards materials and preparation costs already incurred as we begin the production process for your sofa.
Please carefully review the estimated delivery time for each option and other relevant details before placing an order.
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Free Gifts Policy:
Applies to all free gifts (bulbs, accessories, decorative items, etc.)
1. Quality - Replacement Only (No Repair)
We offer a one-time free replacement for material defects or significant damage (e.g. not working, shattered).
No replacement for: subjective preference, minor scratches, slight colour/size variation, or misuse.
2. Gift Defect Does Not Justify Returning the Main Order
A faulty gift alone is not grounds to return or refund the paid main product or the entire order.
If you return the main product, the gift must be returned too; otherwise its value may be deducted.
3. Out of Stock - Substitution
If a gift is unavailable, we may substitute with an item of comparable value. This does not give you a right to cancel the main order.
4. Time to Report
- Visible damage: within 48 hours
- Functional defect: within 14 days
Evidence required: photo/video + order number.
5. All free gifts included with your purchase are valued at £0 and therefore are not eligible for return or refund due to personal preference or any non-quality-related reasons.
In the event that a free gift becomes out of stock, our customer service team will contact you to discuss an alternative option. Customers cannot request monetary compensation, discounts, or cash equivalents in place of the free gift.
D. Returns After Delivery
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase to our after-sale team via email.
30-Day Returns Policy
Returns Within 3 Days of Delivery
Items must be unused, undamaged, and in their original packaging.
For non-quality-related returns, a 10–20% restocking fee and the actual delivery and return shipping costs will be deducted from the refund.
The deducted amount covers logistics, handling, and restocking costs.
Returns Within 4–30 Days of Delivery
Items must be unused, undamaged, and in their original packaging.
For non-quality-related returns, a 20–30% restocking fee and the actual delivery and return shipping costs will be deducted from the refund.
The deducted amount is used to cover logistics and restocking costs.
Please note: Due to the size, weight, and handling requirements of large furniture items, return shipping fees may vary depending on the product type and delivery location.
Quality Issues & After-Sales Support
If a quality issue is reported within 7 days of delivery, we will assess the case and provide an appropriate solution, which may include a refund, replacement, or repair, depending on the situation.
Returns due to quality issues must be returned with the original packaging and remain in a condition suitable for resale.
If the original packaging is unavailable, a 5% packaging replacement and handling fee will be deducted from the refund prior to arranging the return.
If a quality issue is reported after 7 days and within 30 days of delivery, refunds are not provided as a standard solution.
In such cases, we will offer a reasonable after-sales solution, which may include:
- Replacement of damaged parts
- Product replacement (where applicable)
All after-sales solutions will be determined by our support team following a full assessment.
This policy is designed to prevent products with defects or signs of use from being resold, while ensuring customer safety and product quality.
Quality-Related or Incorrect Goods: No restocking fee is charged, and we cover return shipping costs.
E. Return Process
To start a return, you need to contact us at service@cottonfy.co.uk first. Then we will notify you of other solutions or approval or rejection of your request. If your return request is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If the return is arranged through our logistics provider, the customer is required to cooperate by responding to the carrier’s phone call to schedule collection.
If the return cannot be completed due to the customer’s failure to respond or cooperate, any resulting costs or liabilities will be borne by the customer.
F. Incorrect or Damaged Items
For items received incorrect or damaged, contact us immediately at service@cottonfy.co.uk. We will determine the cause and provide solutions, including resending the correct item or processing a refund.
Before Use:
We strive for accuracy, but please note:
- Colour: Due to different monitor settings and lighting (natural vs. artificial), actual colors may vary slightly.
- Size: Hand-measured furniture may have a tolerance of +/- 3cm.
- Comfort: Subjective feelings (e.g., 'too firm' or 'too soft') do not constitute a quality defect. Returns for these reasons will be treated as 'Personal Reasons' and are subject to restocking and shipping fees. If the item is returned in its original packaging and in a condition suitable for resale, we will be happy to accept the return, with only the return shipping costs and a 5% restocking fee deducted to cover handling and re-listing.
Unboxing Video - For Your Protection
To help us resolve any issues quickly and fairly, we kindly ask customers to record a complete unboxing video upon delivery, showing:
- The unopened package
- The full unboxing process
For guidance on recording and submitting your receipt video, please see our video instructions page.
If any damage is found, please include clear close-up footage of the affected area, held steadily for 3–5 seconds.
This helps us provide faster support and protects your after-sales rights.
24-Hour Reporting Window
If an issue is identified during unboxing, please submit the details within 24 hours of delivery using our claim form, including:
- Order number
- Description of the issue
- Photo or video evidence
- Contact information
This allows us to assist you as efficiently as possible.
After Use:
- Issues reported within 7 days of receipt and confirmed, at our sole discretion, to be manufacturing or design defects may qualify for return and refund.
- If no issue is reported within 7 days of receipt, and a manufacturing or design-related issue is identified at a later stage, we may be unable to assess the situation based on its original condition. For this reason, returns or refunds cannot be offered. However, we will still do our best to assist by providing replacement items, spare parts, or repair guidance (including instructional videos where applicable).
- Issues reported within 30 days of receipt may be eligible for after-sales support, including replacement, spare parts, or repair video providing. Full refunds will not be provided for claims made during this period.
G. Exchanges
We only exchange products that are damaged, wrong product, wrong size or defective. If you need to exchange an item please contact us at service@cottonfy.co.uk. For exchanges, return instructions will be provided.
H. Return Shipping Costs
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For Incorrect, Damaged, or Defective Items Cottonfy UK assumes responsibility for return shipping costs. In such cases, we will either provide a prepaid shipping label or arrange for our staff to collect the item.
- For All Other Returns Customers are required to cover the return shipping costs. For your security, we recommend using a trackable shipping service, as Cottonfy UK cannot be held responsible for items lost or damaged in transit. Alternatively, customers may return the product directly to our stock by arranging an appointment via email with us.
Delivery Access ＆ Measurement Responsibility
- Return shipping costs may be deducted from the refund.
- If the product or packaging is damaged or no longer suitable for resale, a 10% repackaging and handling fee may apply.
We are always happy to assist with measurements before purchase—please feel free to contact us.
I. Quality Inspection of Returned Products
Returned products undergo a quality inspection within 7 days of receipt. Additional fees may apply if the product's condition affects secondary sales. Refunds, upon successful inspection, will be processed within 7 days after the quality inspection.
J. Refund Processing
We will inform you about the refund status after inspecting your return. Approved refunds are processed within 5-7 business days, depending on your payment method.
Note: The return address has been updated. For the latest return address, please contact our customer service team via email.
K. Customer Service Hours
Monday to Friday: 9:30 am - 5:00 pm (UK Time).
Saturday and Sunday: Closed
Bank Holiday and Other Public Holidays: Closed
Email: service@cottonfy.co.uk