Refund policy

Cozzyway Refund, Resend & Returns Policy

At Cozzyway, we want you to have a smooth shopping experience. This policy explains how we handle refunds, replacements, returns, order cancellations, delivery issues, and product concerns.

Please review this policy carefully before placing your order.

1. How to Contact Us About an Order Issue

If you experience a problem with your order, please contact Cozzyway Customer Support as soon as possible.

To help us resolve your concern quickly, we may request:

  • Photos or videos showing the condition of the product or packaging.

  • Your order number and shipping information.

  • A description of the problem.

  • Photos showing incorrect, missing, or damaged items.

  • Any relevant delivery or tracking information.

In some circumstances, we may require the product to be returned before a refund or replacement is issued.

2. Orders That Are Delayed

Shipping times may vary depending on the destination, carrier, customs processing, weather, and other circumstances outside our control.

If an order has not arrived within the expected delivery period, please contact us so that we can investigate the shipment with the carrier.

Customers should also monitor the tracking information and respond promptly to carrier notices concerning:

  • Incorrect or incomplete addresses

  • Delivery attempts

  • Packages awaiting pickup

  • Customs requirements

  • Recipient information

  • Other delivery alerts

Where a carrier has attempted delivery but the package remains unclaimed, the customer may be responsible for any resulting return or reshipping costs.

If a shipment is determined to be lost in transit and qualifies under our policy, Cozzyway may offer a replacement or refund after the carrier investigation has been completed.

3. Orders Marked as Delivered

If tracking information shows that an order has been delivered, Cozzyway may not automatically issue a refund or replacement.

If you have not received a package that is marked as delivered, please:

  1. Check around your property and with household members or neighbors.

  2. Check whether the carrier left the package in another safe location.

  3. Contact the shipping carrier.

  4. Contact Cozzyway so that we can assist with an investigation.

Additional documentation from the carrier or local postal service may be requested when necessary.

4. Damaged Products

If your product arrives damaged, please contact us promptly and provide photographs or video showing the damage.

Depending on the circumstances, Cozzyway may offer:

  • A replacement product;

  • A full refund;

  • A partial refund; or

  • Another appropriate resolution.

For products with minor cosmetic imperfections that do not affect functionality, such as slight wrinkles, minor scratches, or small packaging imperfections, a refund or replacement may not necessarily be available.

Damage to outer packaging alone does not automatically qualify for a refund if the product itself has not been damaged.

For certain products, including fragile or large items, we may determine that a replacement or refund is more appropriate than a physical return.

5. Incorrect or Missing Products

If you receive an item that is different from what you ordered, please contact us and provide photographs of the product and packaging.

Depending on the circumstances:

  • An incorrect product may qualify for a replacement or full refund.

  • A product received in the wrong size, color, or variation may qualify for a replacement or refund when the error was caused by Cozzyway or our fulfillment partner.

  • Missing components that do not affect the product's primary function may qualify for a replacement component or partial refund.

  • Missing components that materially affect the product's function may qualify for a replacement product.

  • Missing accessories may qualify for replacement accessories.

Customers should verify their order information before submitting an order.

6. Order Cancellations

Cancellation requests should be submitted as soon as possible after an order is placed. 

A 5% cancellation fee will be deducted from the refund for all canceled orders to cover processing costs.

An order may be canceled for a full refund if it has not yet been processed or shipped.

Once an order has entered processing, fulfillment, customization, or shipment, cancellation may no longer be possible.

For customized or made-to-order products, cancellation may not be available once production or processing has begun.

If an order has already shipped, it cannot be treated as a simple cancellation. The applicable return policy will apply instead.

7. Returns

If a return is approved, Cozzyway will provide the applicable return instructions.

Do not send a product to an address provided by a carrier, supplier, or third party unless Cozzyway has specifically authorized the return.

Customers must follow the return instructions provided by Cozzyway.

Unless otherwise stated in writing, unauthorized returns may not qualify for a refund.

Returned products should be:

  • In the condition required by the applicable return authorization;

  • Properly packaged to prevent damage during transportation; and

  • Returned within the timeframe specified by Cozzyway.

The customer may be responsible for return shipping costs when the return is due to reasons unrelated to a product defect or fulfillment error.

When the return is caused by an error on our part or a qualifying product defect, Cozzyway may provide a return shipping solution or reimburse eligible return shipping costs.

8. Refund Processing

Once a refund has been approved, Cozzyway will process the refund to the original payment method whenever possible.

The time required for the refund to appear in your account may depend on your payment provider or financial institution.

Shipping charges may not be refundable unless required by applicable law or the refund is related to an error or qualifying issue caused by Cozzyway.

9. Force Majeure and Circumstances Outside Our Control

Cozzyway is not responsible for delays, losses, or damage caused by circumstances outside our reasonable control.

These circumstances may include, but are not limited to:

  • Severe weather;

  • Natural disasters;

  • Earthquakes;

  • Floods;

  • Fires;

  • Epidemics or pandemics;

  • Strikes;

  • War or civil unrest;

  • Government restrictions;

  • Customs inspections or delays;

  • Transportation disruptions;

  • Carrier interruptions; and

  • Other extraordinary events.

When possible, Cozzyway will provide customers with relevant updates concerning significant delays.

10. Shipping and Destination Restrictions

Certain products or shipping services may not be available to every destination.

Additional shipping charges may apply to remote or special delivery locations.

If a destination is not supported by the available shipping service, Cozzyway may contact the customer regarding alternative shipping arrangements or cancellation.

11. Incorrect Shipping Information

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Cozzyway is not responsible for delivery problems caused by:

  • Incorrect addresses;

  • Missing apartment or unit numbers;

  • Incorrect ZIP or postal codes;

  • Incorrect recipient information; or

  • Other inaccurate information supplied by the customer.

If an order is returned because of an incorrect address, additional shipping or reshipment charges may apply.

12. Unacceptable Refund or Return Requests

Cozzyway may decline requests that do not involve a qualifying product, fulfillment, or delivery issue.

Examples may include:

  • The customer simply changes their mind when the applicable return period or return conditions do not allow the return.

  • The customer ordered the wrong product.

  • The customer selected the wrong size, color, model, or variation.

  • The customer provided an incorrect shipping address.

  • The customer failed to comply with applicable customs or delivery requirements.

  • The customer refuses to accept delivery without a qualifying reason.

  • The customer provides information that is false, misleading, or inconsistent with the order.

  • The claimed issue does not materially affect the product and falls within normal product characteristics or tolerances.

  • The customer requests a refund for circumstances outside the scope of this policy.

Nothing in this section limits any rights that consumers may have under applicable law.

13. Product Differences and Normal Characteristics

Products may occasionally have minor differences in color, texture, packaging, dimensions, or appearance due to manufacturing processes, lighting, photography, measurement methods, or product updates.

Such differences do not automatically constitute a defect.

Where a product has specific measurements, customers should refer to the product specifications provided on the applicable product page.

14. Customer Cooperation

To investigate a claim, Cozzyway may request reasonable documentation, including photographs, videos, measurements, tracking information, or other evidence related to the order.

Failure to provide requested information may delay the investigation or prevent us from determining whether the order qualifies for a refund, replacement, or other resolution.

15. Our Goal

Our goal is to resolve legitimate product and delivery concerns fairly and efficiently.

If you believe your order has a problem that is not specifically addressed by this policy, please contact Cozzyway Customer Support. We will review the circumstances and determine the appropriate resolution.

This policy does not limit any rights or remedies that cannot legally be excluded under applicable consumer protection laws.