Refund Policy
Refund & Returns Policy
Last Updated: August 18, 2026
The Cozy Paw™ is operated by BLYRIX LTD.
We want you to be satisfied with your purchase. This Refund & Returns Policy explains how cancellations, returns, refunds, replacements and other remedies are handled when you purchase products from The Cozy Paw™.
This policy applies together with any mandatory consumer rights applicable to your purchase. Nothing in this policy is intended to exclude, restrict or replace any statutory rights that cannot legally be excluded or restricted.
1. Our Contact Information
BLYRIX LTD
Company number: 17331616
Registered office: Office 7287, 58 Peregrine Road, Hainault, Ilford, Essex, United Kingdom, IG6 3SZ
Email: support@cozynestpaws.store
All return, cancellation and refund requests should be submitted using the email address above.
2. Statutory Consumer Rights
If you are a consumer, you may have statutory rights under the laws applicable to your purchase.
These rights may include rights relating to:
● cancellation of online purchases;
● refunds;
● faulty or defective products;
● products that are not as described;
● products that are not of satisfactory quality;
● products that are not fit for their intended purpose.
Nothing in this policy limits those rights.
Where applicable law provides you with rights that are more favorable than the terms of this policy, the applicable law will prevail.
3. Cancelling an Order Before Fulfillment
If you wish to cancel an order shortly after placing it, please contact us as soon as possible at:
support@cozynestpaws.store
We will make reasonable efforts to stop an order before it enters fulfillment or shipping.
However, because some orders may be processed by third-party fulfillment partners shortly after purchase, we cannot guarantee that a cancellation request can be completed before fulfillment begins.
If the order has already been dispatched, the applicable cancellation and return procedure may apply.
Where applicable law provides a statutory cancellation right, that right is not affected by whether an order has already entered fulfillment.
4. Statutory 14-Day Cancellation Right
For customers to whom UK distance-selling cancellation rights apply, you generally have the right to cancel your purchase without giving a reason within 14 days after receiving the goods.
Where an order consists of multiple goods delivered separately, the applicable cancellation period may run from receipt of the final item, in accordance with applicable law.
To exercise your cancellation right, you must clearly inform us that you wish to cancel.
You may do so by emailing:
support@cozynestpaws.store
Your cancellation request should include, where possible:
● your name;
● order number;
● email address used for the order;
● the products you wish to return;
● a clear statement that you wish to cancel the purchase.
You do not have to use a specific form if applicable law allows cancellation by another clear statement.
5. Returning an Item After Cancellation
If you exercise an applicable statutory cancellation right, you should return the relevant goods without undue delay and generally within 14 days after notifying us of the cancellation, unless applicable law provides otherwise.
Unless we have agreed to collect the goods, you may be responsible for the direct cost of returning goods where the law permits us to require this and you were informed of that responsibility before purchase.
We recommend using a trackable delivery service when returning an item.
You remain responsible for the goods while they are being returned to us.
6. Condition of Returned Products
You may generally handle a product to the extent reasonably necessary to inspect its nature, characteristics and functionality, similar to how you could inspect it in a physical store.
If a product has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may be entitled to make a deduction from the refund where permitted by applicable law.
We will not make deductions merely because you exercised a lawful cancellation right.
Where possible, please return products with their original packaging, accessories and instructions.
However, a missing package or accessory will not automatically eliminate your statutory rights where the law provides otherwise.
7. Refunds for Statutory Cancellations
Where you validly exercise a statutory cancellation right, we will refund the payments required by applicable law.
This may include the cost of the standard delivery option originally selected.
If you selected a more expensive delivery option than the least expensive standard delivery option we offered, we are generally not required to refund the additional amount attributable to the premium delivery service, where permitted by law.
We will generally issue refunds using the original payment method unless otherwise agreed or required by law.
8. Timing of Refunds
Where a statutory cancellation applies, we will process the refund within the period required by applicable law.
For returned goods, this will generally be no later than 14 days after:
● receiving the returned goods; or
● receiving evidence that the goods have been sent back,
whichever occurs earlier where applicable law permits.
The time it takes for a refunded amount to appear in your bank or payment account may depend on your payment provider or financial institution.
9. Faulty, Defective or Damaged Products
If you receive a product that is:
● defective;
● damaged;
● materially different from the product ordered;
● not as described;
● not fit for its intended purpose;
● or otherwise does not conform to the applicable contract,
please contact us at:
support@cozynestpaws.store
as soon as reasonably possible.
Please provide:
● your order number;
● a description of the issue;
● photographs or video where reasonably helpful;
● any relevant information requested by our customer support team.
We may ask for reasonable evidence so that we can determine the appropriate remedy.
Depending on the circumstances and applicable law, the available remedy may include:
● replacement;
● repair;
● refund;
● partial refund;
● reimbursement of reasonable return costs;
● another remedy required by applicable law.
We will not require you to accept a store credit where applicable law requires a monetary refund.
10. Products Damaged During Delivery
If your product arrives damaged, please contact us at:
support@cozynestpaws.store
as soon as reasonably practicable.
Please provide photographs of:
● the product;
● the packaging;
● any visible shipping damage;
● the shipping label, where relevant.
This information helps us investigate the issue with the relevant carrier or fulfillment partner.
Your statutory rights are not affected by whether or not you are able to provide photographs.
11. Incorrect Items
If you receive an item that is different from the product you ordered, please contact us before returning the product.
We will review the order and, where appropriate, arrange a replacement, refund or other remedy required by applicable law.
Where we are responsible for the error, we will not require you to bear costs that applicable law requires us to cover.
12. Pet and Animal Products
Some products sold through The Cozy Paw™ are intended for use by or around animals.
Customers should consider the intended purpose, size, weight, age and characteristics of their pet before purchasing and should follow applicable product instructions and warnings.
For safety reasons, customers should inspect products before use and discontinue use if a product appears damaged or unsafe.
Nothing in this section limits any statutory right to return, refund or obtain a remedy for a defective, unsafe or misdescribed product.
13. Hygiene and Health-Related Products
Certain products may, depending on their nature and applicable law, be excluded from a statutory change-of-mind cancellation right where an applicable legal exception applies.
For example, this may include certain sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
Any such restriction applies only where permitted by applicable law and will not affect rights relating to defective, damaged or incorrectly supplied products.
14. Perishable Products
Certain goods may be excluded from statutory cancellation rights where they are liable to deteriorate or expire rapidly.
Where such an exception applies, we will indicate the relevant restriction where required before purchase.
This provision does not affect any applicable rights relating to defective or incorrectly supplied goods.
15. Personalized or Customized Products
Where a product is made to the customer's specifications or clearly personalized, statutory cancellation rights may not apply in certain circumstances.
Any such exclusion will apply only where permitted by applicable law.
This does not affect statutory rights relating to defective, damaged or incorrectly supplied products.
16. Voluntary Returns
In addition to any statutory rights, we may choose to offer voluntary returns for certain products.
Where a voluntary return option is offered, the applicable conditions, timeframe and return instructions will be displayed on the relevant product page, checkout or other applicable store information.
A voluntary return policy does not replace or reduce statutory consumer rights.
17. Return Shipping Costs
The responsibility for return shipping costs depends on the reason for the return and the applicable law.
Change-of-mind return
Where you exercise a statutory change-of-mind cancellation right, you may generally be responsible for the direct cost of returning the goods if we informed you of this before the purchase and applicable law permits us to do so.
Faulty, damaged or incorrect product
Where the product is defective, damaged, incorrectly supplied or otherwise requires a remedy from us, we will cover or reimburse return costs where required by applicable law.
18. Items That Cannot Be Returned
We do not use a blanket “all sales are final” policy.
Any product-specific restriction on returns will apply only where:
● the restriction is permitted by applicable law; and
● the customer was provided with the relevant information before purchase where required.
Mandatory statutory rights remain unaffected.
19. Refund Method
Refunds will generally be issued to the original payment method used for the order.
We may use another method where:
● you expressly agree;
● the original payment method is unavailable;
● or another method is required or permitted by applicable law.
We will not use store credit instead of a required monetary refund without the customer's agreement where applicable law requires a monetary refund.
20. Chargebacks and Payment Disputes
If you believe there is an issue with your order or payment, please contact us first at:
support@cozynestpaws.store
We will make reasonable efforts to investigate and resolve legitimate disputes.
Nothing in this section prevents you from exercising any rights available to you through your payment provider or under applicable law.
21. Exchanges
Where appropriate and where stock is available, we may offer an exchange for an eligible product.
An exchange is not intended to replace any statutory right to a refund or other remedy where applicable law provides such a right.
22. Refunds for Unsuccessful Delivery
If a shipment cannot be delivered because of circumstances outside our control, such as an incorrect or incomplete address provided by the customer, the applicable refund or reshipment options may depend on the circumstances.
Where we are legally responsible for the failure to deliver, we will provide the remedy required by applicable law.
Where a customer provides an incorrect delivery address, we may request payment of reasonable additional delivery costs for a reshipment where permitted by law.
23. Orders Returned to Sender
If a carrier returns an order to the sender because the delivery could not be completed, please contact us at:
support@cozynestpaws.store
We will review the circumstances and determine the appropriate next step.
Where the failure resulted from an issue for which BLYRIX LTD is responsible, we will provide the remedy required by applicable law.
Where the failure resulted from incorrect or incomplete information supplied by the customer, reasonable additional costs may apply where legally permitted.
24. How to Request a Refund or Return
To request a return, cancellation, refund or replacement, contact:
support@cozynestpaws.store
Please include:
● full name;
● order number;
● email address used to place the order;
● product name;
● reason for the request;
● photographs or video where relevant.
Our customer support team will provide return instructions where a return is required.
Please do not send a product to the registered office address unless we specifically instruct you to do so.
Because The Cozy Paw™ may use third-party fulfillment partners, the return address may differ from our registered office.
25. Return Instructions
When a return is required, we will provide the appropriate return instructions.
Depending on the product and fulfillment arrangement, returns may be directed to a designated return address or fulfillment facility.
Please wait for return instructions before sending an item.
Sending a return to an incorrect address may delay processing.
26. International Customers
Customers outside the United Kingdom may have additional consumer rights under the laws applicable to their purchase.
Where mandatory local consumer protection laws apply, those rights are not excluded by this policy.
International returns may be subject to additional shipping or customs requirements depending on the destination and return location.
27. No Waiver of Consumer Rights
Nothing in this Refund & Returns Policy is intended to:
● exclude statutory consumer rights;
● restrict mandatory cancellation rights;
● remove rights relating to defective products;
● exclude liability that cannot legally be excluded;
● prevent a customer from exercising a legal remedy.
If any provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.
28. Changes to This Policy
We may update this Refund & Returns Policy from time to time.
The latest version will be posted on our website with the applicable “Last Updated” date.
Changes will not retrospectively remove rights that you have already acquired under applicable law.
29. Contact Us
For all cancellation, return, refund, replacement and product-related requests:
The Cozy Paw™
Operated by BLYRIX LTD
Company number: 17331616
Registered office: Office 7287, 58 Peregrine Road, Hainault, Ilford, Essex, United Kingdom, IG6 3SZ
Email: support@cozynestpaws.store