Refund policy
We want you to be happy with what you ordered. If something is not right, you have 30 days from the day your order is delivered to return it.
What we accept
Items must be unused, in the condition you received them, and returned in their original packaging with any accessories, manuals or hardware that came with them. Please keep the packaging until you are sure you are keeping the item.
What we cannot accept
- Items that have been used, washed, installed or altered
- Personal care and hygiene items once opened, including oral care, skin contact and grooming products
- Items returned without their original packaging or missing parts
- Items returned more than 30 days after delivery
How to start a return
Email support@cozycrestliving.com with your order number and tell us which item you want to return and why. We reply within 24 to 48 hours on working days and will send you return instructions and the correct return address. Please do not send anything back before you hear from us, as returns without instructions can go missing and we cannot refund an item we never receive.
Who pays for return shipping
It depends on the reason for the return.
- If you changed your mind — if the item is not faulty and is not what you expected, you pay the cost of sending it back to us. We will tell you what that is likely to be before you post anything, so you can decide whether the return is worth making.
- If the item is damaged, faulty, or not what you ordered — we cover everything. You will not be out of pocket, and you will not be asked to pay any postage.
For some smaller items the return postage costs more than the item is worth. Where that is the case, we may simply refund you and ask you to keep or donate the item rather than send it back. We will tell you if that applies to your return.
Your refund
Once your return reaches us and has been checked, we issue your refund to the original payment method. We will email you when that happens. How long it then takes to appear depends on your bank or card issuer, and that part is outside our control.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, email support@cozycrestliving.com within 30 days of delivery with your order number and photographs of the item and its packaging. We will arrange a replacement or a full refund. You will not be asked to cover anything in this situation.
Exchanges
The quickest way to exchange an item is to return the original for a refund and place a new order for the one you want.
Cancelling an order
If you need to cancel, email us as soon as possible. We can usually cancel an order that has not shipped yet. Once it has shipped, the return process above applies.
Your statutory rights
Nothing in this policy removes or limits the rights you have under consumer protection law in the state where you live.
Questions
Email support@cozycrestliving.com. We are here Monday to Friday, 9am to 5pm ET.