Refund & Return policy

 

(Policy updated since April 15, 2024. The “Cancel order” and “Order modification” policies do not apply to orders placed before April 15, 2024.)

 

By placing an order, you have confirmed that you have read, understood and accepted these following policies:

 

CANCEL ORDER

Cancellation is approved within the first 6 hours of purchasing time. After that, your order will be automatically sent to the warehouse to pack and ship out. A management, processing and transaction fee (10% of your total order value) will be applied for the cancellation.

We would appreciate it if you could please tell me the reason for cancellation. It will help us so much to improve our products and services.

 

ORDER MODIFICATION 

If you realized that you have made a mistake when filling shipping information or purchasing, simply e-mail us within 4 hours through our support email support@cozenly.com. Please check the order confirmation email which is sent to you right after your order is placed to check all the information.

 

RETURNS AND REPLACEMENT

We accept the return of products that were shipped out by us if the item is damaged, defective, in the wrong specification, or if there are missing parts from the order.

Our policy lasts 15 days from the arrival date. If 15 days have passed since you received the item, unfortunately, we can’t offer you a refund or exchange.

To complete your return, please contact our support team via email at support@cozenly.com for more information. Kindly send us images of the package you received, clearly showing the shipping label and the incorrect/defective/damaged part.

📌 Return Shipping Fee Policy:

• If the issue with the product is due to our fault, manufacturing defects, or damage caused by the shipping company, we will cover the return shipping fees.
• If the return is due to incorrect customization input, incorrect information provided by the customer, or a change of mind, the customer is responsible for the return shipping fee. This fee will depend on the postal service you choose and may vary based on the carrier, service level, and the weight of the returned item(s).

Your satisfaction is our priority, and we are committed to making things right!

 

 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-5 business days.

If you haven’t received a refund yet, first check your bank account again/ your credit card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@cozenly.com