Refund policy
COZY PAWS — Worldwide Return & Refund Policy
15-Day Return Policy
We want you to be happy with your purchase. You may request a return within 15 calendar days after receiving your order by contacting cozypaws0514@gmail.com.
This policy applies to orders shipped to the countries we serve. It does not exclude, restrict, or replace any mandatory consumer rights. If applicable law provides a longer return period or additional protections, those rights take priority over this policy.
Return Eligibility
For voluntary change-of-mind returns under our 15-day policy, items must be unused, undamaged, and in their original packaging, with all included accessories and any original tags. A receipt, order number, or other proof of purchase is required.
Items with pet hair, dirt, or signs of use are not eligible for voluntary change-of-mind returns. These conditions do not override statutory cancellation rights or rights relating to defective, damaged, incorrect, or misdescribed goods.
Discounted items are eligible under the same conditions as full-price items.
How to Request a Return
Email cozypaws0514@gmail.com with your order number and the items you wish to return. For voluntary returns, please explain the reason so we can assist you. No reason is required when exercising a statutory right to cancel without justification.
We will provide the appropriate return address and instructions. Please contact us before shipping and do not use the address on the original package unless instructed.
For voluntary returns, send the item within 14 calendar days after receiving our return instructions. Statutory returns follow the deadlines required by applicable law. Our approval is not a condition for exercising a statutory cancellation right.
We recommend tracked shipping and keeping proof of shipment.
Return Shipping and Original Delivery Charges
For change-of-mind returns, customers are responsible for direct return shipping costs, except where applicable law requires otherwise or we have agreed to cover them.
For voluntary returns, original delivery charges are non-refundable unless required by law. We do not deduct an undisclosed shipping charge from orders that originally qualified for free shipping.
If an item arrives defective, damaged, or incorrect, we will cover the reasonable costs of any return we require and provide instructions.
We do not charge a restocking fee.
Damaged, Defective, or Incorrect Items
Please inspect your order and contact us promptly if an item is damaged, defective, incorrect, or does not match its description. Include your order number, a description of the problem, and photos if available.
We will provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, a price reduction, or a refund.
Our 15-day voluntary return period does not limit any statutory warranty, legal guarantee, or other mandatory rights. Original packaging is not required where applicable law does not permit us to require it.
European Union / European Economic Area and United Kingdom Cancellation Rights
Where applicable consumer law grants a right of withdrawal, you may cancel an eligible online purchase without giving a reason within 14 calendar days after receiving the goods.
To exercise this right, email cozypaws0514@gmail.com with a clear statement that you wish to cancel and sufficient information to identify your order. You may use any statutory cancellation form available to you, but you do not have to do so.
You must send the goods back within 14 calendar days after notifying us of cancellation, unless applicable law provides otherwise. Contact us promptly for the return address.
You may inspect the goods as necessary to establish their nature, characteristics, and functioning. Where permitted by law, you may be responsible for diminished value caused by handling beyond what is necessary for that inspection. Opening the packaging alone does not automatically remove your cancellation rights.
For a qualifying cancellation of the entire order, we will refund the purchase price and the cost of our least expensive standard delivery option. Additional costs for premium delivery are not refundable unless required by law.
Refunds will be made within 14 calendar days after we receive your cancellation notice. Where permitted, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first.
You are responsible for direct return shipping costs only where this was disclosed before purchase and applicable law permits it.
Other International Consumer Rights
Customers in other countries retain all mandatory rights available under applicable local law. Nothing in this policy excludes non-excludable consumer guarantees, remedies for faulty goods, or any mandatory cancellation or refund rights.
If local law conflicts with this policy, the applicable legal requirement will prevail.
Exchanges
For voluntary exchanges, contact us to arrange an eligible return and place a separate order for the desired item.
For defective or incorrect goods, contact us first so we can arrange the appropriate remedy without requiring an unnecessary additional purchase.
Refund Processing
For voluntary returns, we will inspect the item and notify you of our decision within 5 business days after receipt. If declined, we will explain the reason.
Approved voluntary refunds will be issued within 10 business days of approval. Where applicable law requires an earlier refund, we will follow that deadline.
Refunds will be made to the original payment method unless otherwise agreed and permitted by law. Your bank or payment provider may need additional time to post the credit.
We refund the amount due in the original transaction currency. Currency conversion differences or charges imposed independently by your bank are outside our control, subject to applicable law.
Duties and taxes paid directly to customs authorities or carriers are not refunded by us; you may need to request reimbursement from the relevant authority. Taxes collected by us will be refunded where applicable.
Policy Updates
Updates apply to purchases made after the revised policy is published. We will honor the return terms offered when an earlier purchase was made, together with any applicable mandatory consumer rights.
Contact
For cancellation, return, or refund requests, email: