Refund policy

Returns & Refunds Policy (CosyPane)

Last updated: 15/04/2026

At CosyPane, each kit is made to order based on the details you provide. Because of this, our returns policy is slightly different from standard off-the-shelf products.

1. Custom-Made Items (Cut-to-Size Panels)

All CosyPane glazing panels are cut to the measurements selected at the time of order.

For this reason:

  • We do not accept returns or offer refunds for:
    • Incorrect measurements provided by the customer
    • Change of mind after ordering
    • Minor fitting issues caused by uneven window frames

We strongly recommend measuring carefully using our guide before placing your order.

2. Damaged or Faulty Items

If your order arrives damaged or faulty, we’ll put it right.

Please email us at cosypane@gmail.com within 48 hours of delivery with:

  • Your order number
  • Clear photos of the issue
  • A short description

If approved, we will:

  • Send a replacement, or
  • Offer a refund where appropriate

3. Kit Components (Non-Custom Items)

For standard items (e.g. tapes, trims, accessories):

  • Returns are accepted within 14 days of delivery
  • Items must be unused and in original condition

Customers are responsible for return postage unless the item is faulty.

4. Measurement Responsibility

Due to the nature of UK window frames (which are often not perfectly straight or square):

  • Measurements should be taken at multiple points (3-6 per axis)
  • The smallest measurement should be used

We are not responsible for fit issues caused by:

  • Frame irregularities
  • Obstacles like handles or vents
  • Measurement errors

5. Installation Disclaimer

CosyPane is a DIY product designed for home installation.

We are not liable for:

  • Installation errors
  • Damage caused during installation
  • Performance differences (e.g. noise reduction or thermal results may vary by property)

6. Order Changes & Cancellations

Because orders are processed quickly:

  • Changes or cancellations must be requested within 12 hours of purchase
  • After this point, production may have started and changes may not be possible

7. Refund Processing

If a refund is approved:

  • It will be processed to your original payment method
  • Please allow 3-5 working days for it to appear

7-Day Try It Guarantee

We want you to feel confident trying CosyPane in your own home.

That’s why you have 7 days from delivery to try it out and see how it works for your window and room.

If you decide it’s not right for you, you can return it within this period for a refund.
The product must be in a reusable condition, with all original components included.

To start a return, just contact us at cosypane@gmail.com
and we’ll guide you through the process.

Simple Summary

  • Custom-cut panels = non-returnable
  • Faulty/damaged = we’ll replace or refund
  • Accessories = 14-day returns (unused)
  • Measure carefully — this is the most common issue

We’ve designed CosyPane to be as simple as possible - but if you’re unsure about sizing before ordering, feel free to reach out and we’ll help you get it right.