Refund policy
Our Refund, Resend & Returns Policy
We want you to be completely happy with your purchase. Please read our policy below.
Returns Window You have 15 days after receiving your item to request a return or report an issue.
How to Start a Return Please contact us first at info@comfortia.co.uk before sending anything back. Do not return items without contacting us first — unrequested returns cannot be accepted. We will provide return instructions and a return address once your request is approved.
Return Shipping Costs Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect. We recommend using a tracked service as we cannot be held responsible for items lost in transit.
Damaged or Defective Items If your item arrives damaged or defective, please contact us within 30 days of delivery with:
- Photos or video clearly showing the damage
- Your order number
We will offer a full refund or replacement depending on the situation. Return shipping will be covered by us in these cases.
Wrong or Missing Items If you received the wrong item or something is missing, contact us and we'll arrange a replacement or refund at no additional cost to you.
Delayed Orders If your order hasn't arrived within the estimated delivery window, please contact us and we'll investigate with our fulfilment partner.
Non-Returnable Items We cannot accept returns for: perishable goods, personalised or custom-made items, personal care products, sale items, or gift cards.
Refunds Once your return is approved and the item is received, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.
UK Customers — Statutory Cancellation Right If you are based in the United Kingdom, you have the right to cancel your order within 14 days of receipt for any reason, in accordance with the Consumer Contracts Regulations 2013. To exercise this right, contact us at info@comfortia.co.uk within 14 days of receiving your order. Items must be returned in their original condition. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. Refunds will be processed within 14 days of us receiving the returned item.
EU Customers — Statutory Cancellation Right If you are based in the European Union, you have the right to cancel your order within 14 days of receipt for any reason, in accordance with the Consumer Rights Directive. To exercise this right, contact us at info@comfortia.co.uk within 14 days of receiving your order. Items must be returned in their original condition. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. Refunds will be processed within 14 days of us receiving the returned item.
Contact Us For any returns, refund requests, or questions, please contact us at: info@comfortia.co.uk 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom