Last updated: March 14, 2026
30-Day Return Policy
If you’re not completely satisfied with your purchase, you may return it within 30 days of delivery for a full refund or exchange.
Return Eligibility
- Rug must be unused, unaltered, and in original condition (no pet hair, stains, odors, or damage).
- Original packaging and tags must be included.
- Return must be requested within 30 days of delivery date.
- Proof of purchase (order confirmation or receipt) required.
Non-Returnable Items
- Custom or made-to-order rugs
- Used, washed, or altered rugs
- Clearance / final sale items (marked at time of purchase)
- Rug pads and accessories (unless defective)
How to Return
- Contact Us: Email hello@kozyflydecor.com or call (307) 507-4006 with your order number and reason for return.
- Get RMA Number: We’ll reply within 1–2 business days with a Return Merchandise Authorization number and shipping instructions.
- Ship It Back: Pack the rug securely in original packaging and ship using the provided instructions. Customer pays return shipping unless the return is due to our error.
- Receive Refund: After receiving and inspecting the return, we process your refund within 5–7 business days to your original payment method.
Order Cancellation
Before shipping: Cancel at no charge by emailing hello@kozyflydecor.com or calling (307) 507-4006. Include your order number.
After shipping: Cannot be canceled — follow the return process above.
Custom orders: Cannot be canceled once production begins.
Cancellation refunds are processed within 3–5 business days to your original payment method.
Exchanges
To exchange, initiate a return for the original item and place a new order for the replacement. This ensures the fastest processing.
Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery with:
- Order number
- Photos of the damage/defect
- Brief description of the issue
We’ll arrange a free return and send a replacement or issue a full refund including original shipping charges.
Refund Timeline
| Step | Timeframe |
|---|---|
| Return request approval | 1–2 business days |
| Return shipping (customer ships) | Varies by carrier |
| Inspection & processing | 2–3 business days after receipt |
| Refund issued | 5–7 business days to original payment method |
| Bank/card reflection | Additional 3–5 business days (varies by bank) |
Late or Missing Refunds
If you haven’t received a refund within 10 business days of our confirmation, check with your bank or credit card company first. If still unresolved, email hello@kozyflydecor.com or call (307) 507-4006.