Returns Policy

UNIQUE AND COSY

Refund, Returns & Cancellation Policy

At Unique And Cosy, every item is made with care and attention to detail. We want you to be happy with your purchase, while also ensuring that our small handmade business is protected.

This policy applies to purchases made through Unique And Cosy, including knitted and crocheted garments, accessories, patterns and made-to-order items.

1. Returns for Standard Items

If you purchase a standard, non-personalised item online and simply change your mind, you may cancel your order within 14 days of receiving your item.

After notifying us that you wish to cancel, you must return the item within a further 14 days.

Returned items must be:

Unworn and unused
In their original condition
Free from damage, stains, odours, pet hair or alterations
Returned with any original packaging, labels or accessories where applicable

Customers are responsible for the cost of returning an item when cancelling because they have changed their mind, unless the item is faulty, incorrect or not as described.

2. Refunds

Once the returned item has been received and inspected, Unique And Cosy will process an eligible refund.

Refunds will normally be made using the same payment method used for the original purchase.

Where a statutory cancellation right applies, the refund will include the cost of the standard delivery originally paid by the customer. Any additional cost paid for an upgraded delivery service will not be refunded.

Refunds will be processed within the period required by UK consumer law.

3. Faulty, Damaged or Incorrect Items

If your item arrives:

Damaged
Faulty
Incorrect
Significantly different from its description

please contact us as soon as possible with your order number and photographs where appropriate.

We will work with you to provide an appropriate remedy, which may include a repair, replacement or refund depending on the circumstances and your legal rights.

Your statutory rights are not affected by this policy.

4. Made-to-Order & Custom Items

Some Unique And Cosy products may be made specifically for you.

This may include:

Custom measurements
Bespoke colours
Personalised designs
Custom embroidery or names
Special design requests
Garments made to a customer's individual specifications

Because these items are made specifically to the customer's requirements, they may not carry the normal change-of-mind cancellation right that applies to standard online purchases.

However, custom-made items remain protected by your statutory consumer rights if they are faulty, not as described or otherwise fail to meet the requirements of UK consumer law.

5. Items That Have Been Worn or Altered

We cannot accept a change-of-mind return where an item has been unnecessarily worn, washed, altered, damaged or otherwise used beyond what would reasonably be necessary to inspect it.

If an item has lost value because it has been handled beyond what is reasonably necessary to assess it, the amount refunded may be affected where permitted by law.

6. Exchanges

We are happy to consider exchanges for standard items where the item is returned in its original, unworn condition.

For example, if you have ordered the wrong size, please contact us before returning the item.

For made-to-order or personalised garments, exchanges may not be possible because the item has been created specifically for you.

7. Sale Items

Sale items have the same statutory consumer rights as full-price items.

A sale item that is faulty, not as described or otherwise fails to meet legal requirements will be dealt with in accordance with UK consumer law.

8. Lost or Damaged Returns

Customers should obtain proof of postage when returning an item.

Unique And Cosy cannot be responsible for a returned parcel that is lost in transit where the customer cannot provide evidence that it was posted.

If Unique And Cosy arranges the return or provides a prepaid return service, responsibility for the return will be handled according to the arrangements provided.

9. How to Request a Return

To request a return or cancellation, please contact:

Unique And Cosy
Email: uniqueandcosy@gmail.com

Please include:

Your name
Order number
Date of purchase
Item you wish to return
Reason for return, where applicable

We will provide the relevant return instructions.

Please do not send an item back without contacting us first.

10. Handmade Product Variations

Because our products are handcrafted, there may occasionally be small variations in:

Stitch appearance
Texture
Colour
Measurements
Pattern placement

These natural variations are part of the handcrafted character of Unique And Cosy products and do not automatically constitute a fault.

However, products will always be made to the agreed description and specifications.

11. Your Statutory Rights

Nothing in this policy removes or limits any legal rights you have as a consumer.

Unique And Cosy will always comply with applicable UK consumer protection legislation.

Where an item is faulty, not as described or does not meet the requirements of the Consumer Rights Act, we will provide the appropriate remedy available under the law.

For further information about UK consumer rights, please visit GOV.UK.