Returns & Refunds Policy

We value your experience and satisfaction. Under certain conditions, we offer 30-day returns on any Cozy Nest product. We also offer a 3-year warranty (For more information, please refer to the warranty policy).

 

If you would like to return a product to us for a refund or exchange, please read the guidelines below:

Requirement

  1. To cancel an order, or request a return for a refund or exchange, please contact us at cozynesthome2410@gmail.com for instructions and assistance. It will take some time to process your request. We recommend that you contact us as soon as possible for timely approval.
  2. If your request is approved before shipment, you may cancel your order and request a refund or change your order at no charge. In this case, you can request a full refund if your order is successfully canceled.
  3. All items, if they are returned for non-quality issues, can be returned within 30 days of receipt for a refund or exchange. However, you are responsible for the return shipping cost. In addition, the returned product must be in its original packaging.
  4. You will be asked to provide some information about your order via email to initiate the return process, including, but not limited to, your order number; if you have unpacked the item, please provide photos of the item that are clear enough to allow us to determine its condition; if you have kept the packaging intact, photos of the original cardboard box with a sealing label showing that the item is unassembled, undamaged, and resalable with the original packaging; the number of pieces you wish to return; your explicit request for a refund or exchange; if you are requesting an exchange, the color or size you wish to replace; and the reason you are requesting a return (e.g., you don't like the color; the size doesn't fit your house, the item was damaged in shipping, etc.).
  5. We will authorize the return of the returned merchandise after receiving and inspecting the returned merchandise and will designate a return address by e-mail. No returns will be accepted without our prior approval.

 

We do not accept returns without prior notice and approval. If you return a product without our approval, we may not accept your return and you will bear the risk of shipping charges resulting from our refusal to accept the return.

 

Exception

Customers are not responsible for return shipping costs if the item meets the following conditions:

  • The goods received are damaged, broken, stained, and other defects.
  • The size or color of the goods received does not match the order (not personal subjective feelings).

 

Return Shipping Fee

  • No charge for canceling an order before shipping
  • Customers are responsible for return shipping costs if the order is canceled in transit.
  • Customers are responsible for return shipping costs for refused orders.
  • If the original packaging of the product is incomplete, you need to pay 10% of the actual payment amount of the order, and the customer is responsible for the return shipping cost.

 

We will not accept returns in the following cases: 

  1. Requests for return without providing sufficient required information (e.g. proof of purchase).
  2. Received an item that has exceeded the 30-day return period.
  3. Items marked as "non-returnable" on the sales page and clearance items.
  4. The item is assembled.
  5. Small scratches, nicks or damage to the item caused by improper unpacking, installation, cleaning or other causes not attributable to the seller or delivery.
  6. Cracks in items due to random placement.
  7. The wood is discolored and rotted due to long-term exposure to direct sunlight, water immersion and other abnormal use.
  8. Items are damaged by misuse, negligence, intentional acts and accidents.

 

Refunds

The refund process will begin once the item has been returned to the warehouse for inspection. We will return the refund to your account in the same manner as your original payment.

For credit card refunds, we will begin the refund process once we receive the returned merchandise in our warehouse. The refund date depends on the bank's processing time and usually takes up to 10 business days.

 

Processing Time

The following sections describe the processing time required for returns and refunds.

  1. For return refund requests, we will usually respond within 3 business days of receiving your request. The processing time depends on when you have provided sufficient required information. Once sufficient required information is provided, approval is usually granted within 3 business days.
  2. Refunds are generally processed within 10 business days of receipt of returned merchandise, but the actual time you receive your refund depends on the method of payment.