Returns and Refund Policy

Last updated: November 25, 2025

At Pilcozy, we are committed to providing you with a high-quality shopping experience tailored to the needs of your pets. If a product does not suit you, you have specific rights to perform a return, governed by the conditions below.

1. Statutory Right of Cancellation (14 Days)

As a consumer in the United Kingdom, you benefit from a legal right of withdrawal. You may cancel your order within 14 days of receiving the products, without having to justify your decision. To exercise this right:

• You must notify us of your decision before the period expires.
• You must then return the products without undue delay and no later than 14 days following this notification.
• The refund will be processed within 14 days after the products are received and their condition is validated by our warehouse.

2. Essential Condition: Hygiene and Product State

In accordance with health and hygiene protection standards, the right of cancellation cannot be exercised for goods that have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene. Pilcozy products being pet bedding, any returned product showing visible signs of use (hair, odors, stains, dirt) will be considered unfit for resale for sanitary reasons. In such cases, the return will be refused and no refund will be issued. The customer may retrieve their product at their own expense if they wish. 🐾

3. Return Procedure

To ensure fast processing and validate the eligibility of your return, you must follow this procedure:

1. Prior Request: Contact our customer service at contact@pilcozy.com specifying your order number.

2. Condition Validation: You will be asked to send a photo of the unpacked product to certify that it is clean and free of hair.

3. RMA Number: After photo validation, we will provide you with a unique Return Merchandise Authorization (RMA) number and the exact return address.

   • Note: Never send the package to the address on the original shipping label. Any package returned without an RMA number or to the wrong address will be refused and not refunded.

4. Shipping: You must ship the product within a maximum of 14 days after receiving the RMA number.

4. Return Shipping Costs

Return shipping costs to our international logistics warehouse (located outside the UK/EU) are exclusively the responsibility of the customer. Our products are vacuum-compressed for ecological reasons. Once opened, the product regains its original volume (approx. 4 times the size of the delivered package). The customer is informed that returning a decompressed product internationally involves high volumetric transport costs. These costs remain entirely the responsibility of the customer.

5. Exceptions to Refunds

Refunds will not be issued in the following cases:

• Products returned dirty, with hair or odors (see Section 2).
• Personalized or custom-made products.
• Returns made outside the legal timeframe.

6. Faulty or Damaged Products

If you receive a faulty or damaged product, you must contact us within 48 hours of receipt, providing supporting photos. We will arrange a replacement for the item in question.

7. Refunds

Validated refunds are made via the original payment method within 10 to 14 business days after receipt and inspection of the products at our warehouse. In the event of depreciation (damaged packaging, light cleaning required), a deduction may be applied to the refunded amount.

8. Liability and Unclaimed Packages

• Shipping Liability: The return shipment is the full responsibility of the Customer. We strongly recommend using a tracked shipping method. Pilcozy cannot be held responsible for loss or theft during return transit.
• Unclaimed Packages: If a package is returned to us as "Unclaimed" or "Incorrect/Incomplete Address," flat-rate handling and restocking fees will be deducted from the refund or charged for a new shipment.

9. Contact

For any questions regarding returns or to start a procedure: contact@pilcozy.com