Return/Exchange Policy

Return & Exchange Policy – cozieox

We want to ensure that your shopping experience with cozieox is enjoyable and satisfactory. However, we understand that sometimes things may not work out as planned. If this happens, we have a return and exchange process in place to assist you.

General Return & Exchange Process
Step 1: Initiate Your Return or Exchange

To request a return or exchange, please email us at:
📧 jinru0217@outlook.com
Please include your order number and a short description of the issue.

Our customer service team will review your request and provide professional guidance for the next steps.

Step 2: Ship Your Item Back

Once your request is approved and we provide confirmation, please send the item back within 7 days following our instructions.

We strongly recommend using a trackable shipping service, as refunds or exchanges can only be processed after the returned package is received.

✅ Return shipping costs are the customer’s responsibility.

Step 3: Refund or Exchange Processing

After we receive your return, we will inspect the item within 3–5 business days.
If approved, we will issue a refund or process an exchange accordingly.

Important Notes

Please contact us before returning any item. Returns sent without prior authorization may not be accepted.

Do not return items to the sender’s address on the original package. The correct return address is provided below.

When emailing us, please include “RETURN” in the subject line for faster handling.

Refunds/exchanges are only issued for items that meet the conditions outlined in this policy.

If any dispute arises, please contact us directly first before initiating a chargeback or third-party refund request.

Non-Refundable / Non-Exchangeable (Not Considered Quality Issues)

We are committed to providing high-quality products. If you receive a defective or incorrect item, we will gladly assist with a return or exchange.

However, the following are not considered quality issues and are not eligible for return or exchange:

Sizing issues

Change of mind

Damage caused by use, washing, alterations, or self-repair

Any damage resulting from customer handling

Return Eligibility Requirements

To be eligible for a return or exchange, items must be:

Unworn and unused

In original condition

With original packaging and tags attached

Items that show signs of wear, washing, odors, or alteration will not be refunded.

Please note: replacement/exchanged items are non-refundable.

Customer Responsibility (Failed Delivery)

cozieox is not responsible for failed deliveries caused by customer negligence, including but not limited to:

Refusal to accept delivery

Incorrect or incomplete shipping address

Incorrect contact number or recipient name

In such cases, refunds cannot be provided.

If you notice incorrect order information, please contact us immediately at:
📧 jinru0217@outlook.com
Include your order number and the correct details, and we will assist whenever possible.

Return Timeframe

Return requests must be submitted within 14 days from the date you receive your items.

To request approval, please contact:
📧 jinru0217@outlook.com

Refund & Exchange Timeline

Once your return is received and approved, we will process your refund/exchange within 5 business days.

You will receive:

An email confirmation once your return package is received

A second email once your refund is issued

Please allow up to 7 business days for the refund to appear in your original payment method, depending on your bank/payment provider.

If you have not received an update after 7 business days, please contact:
📧 jinru0217@outlook.com