PureCozy Returns & Exchanges

30-Day Return Window

We want you to be happy with your rug! If you're not fully satisfied, we gladly accept returns and exchanges under the following conditions:

Return Window

You have 30 days from the date your rug is delivered to request a return or exchange.


Return Shipping

  • If the return is due to customer reasons (e.g., change of mind, wrong size or color selected), the customer is responsible for return shipping costs.
  • If the return is due to a product issue (e.g., damage, defect, wrong item received), we will cover the return shipping.

Return Eligibility

To receive a full refund:

  • Item must be unused, clean, and in sellable condition
  • Preferably returned in the original packaging
  • Proof of purchase is required

How to Start a Return

Contact us at support@purecozyhome.com with your order number and reason for return.

Our team will respond within 48 hours with return instructions and the return address.

Once your rug is securely packaged, ship it with a tracked service and send us the tracking info.

Refunds

Your refund will be processed according to the following terms:

  • Refund time: Your refund will be processed within 7 days after we receive the returned items.
  • Refund method: The refund will be issued to your original payment method (credit card, PayPal, etc.).
  • Shipping fee: Shipping fees are non-refundable unless the item was incorrect or defective.
  • To receive a full refund, the rug must be in new, unused condition and returned in its original packaging.
  • If the rug is returned without its original packaging, a 10% repackaging fee will be deducted.
  • If the rug has been used, washed, or is no longer in resellable condition, we may issue a partial refund of up to 50%.

Exchanges & Cancellations

If you need to change or cancel your order, please contact us within 2 hours of placing it. We'll do our best to accommodate your request if the rug has not yet entered production or been shipped.

Once an order has gone into production or has already been dispatched, we are unable to make changes or cancellations.

If you'd like a different color, size, or style, we recommend waiting until your order arrives, then starting a return and placing a new order.


If you have any further questions, feel free to contact us at support@purecozyhome.com.

Lost or Undelivered Packages

If your tracking shows that the package has not been delivered, please first contact the shipping carrier to confirm the delivery status. In many cases, the carrier can expedite the delivery or provide further updates.

If the tracking shows the package was delivered but you didn’t receive it, please:

  • Double-check with household members or neighbors.
  • Look around entryways or other common delivery spots.
  • Contact the shipping carrier to request a proof of delivery or a lost package claim.

If the issue cannot be resolved through the carrier, please reach out to us. We're here to help and will do our best to support you throughout the process.