Return and Exchange Policy
If you purchased a Shipping Protection Plan via ShipInsure during checkout, please refer here if you need to file a claim.
Step-by-step guide to start a return:
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Go to Cozyla's return centre at https://www.cozyla.com/a/returns/.
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Enter the order number for the order you want to return.
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Enter the email address you used when placing the order.
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Enter the verification code sent to your email inbox to sign in.
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Go to order history.
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Select the order(s) and item(s) you wish to return, and follow the instructions.
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Complete the return request form and click submit.
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Once your request is approved by Cozyla, you will receive an email detailing the shipping guidelines.
The order is eligible for return if:
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The item(s) is/are defective when purchased, OR
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The item(s) is/are unpackaged but unused, OR
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The item(s) is/are deemed as resellable by Cozyla, OR
- The item(s) is/are in the original packaging with all the original accessories, protections¹, and manuals intact, AND
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The return request is initiated within 30 days of receiving the item, AND
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You have a receipt from Cozyla or proof of purchase.
The order is ineligible for return if:
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The item(s) is/are damaged by the user, OR
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The item(s) do(es) not have the original packaging (including accessories, protections¹, and manuals), OR
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The item(s) was/were marked as "Clearance", "Open-Box" or "Refurbished" item(s) when purchased², OR
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The return request is initiated after 30 days of receiving the item, OR
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You do not possess a receipt from Cozyla or proof of purchase
Non-refundable fees/items:
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Shipping and handling fees (if applicable), AND
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Promotion Code(s) used during purchase, AND
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Gift card(s) used during purchase.
Shipping:
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All shipping costs are not covered by Cozyla during a return/exchange.
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If your shipping address is located in Australia, we will provide a pre-paid printable shipping label for you via email (shipping fees apply).
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If your shipping address is NOT in Australia, you will be responsible to ship the item(s) to one of our warehouses by yourself.
A handling fee will apply if:
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You did not perform (a) factory reset(s) on the returned item(s), OR
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The returned item(s) has/have missing parts and/or accessories.
The handling fee covers the costs associated with processing incomplete returns and ensuring all components are accounted for.
Damage, loss, or theft:
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If the purchased item(s) is/are defective out of the box, you can contact Cozyla within 7 days of receiving the item to get free shipping on the return. Once the 7-day grace period has passed, you will be responsible for any costs associated with the shipping of the return.
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If the purchased item(s) is/are lost or stolen, please collect any available evidence³ and contact the courier immediately to report the missing package and initiate a search; however, you can also reach out to us and discuss potential replacement options.
Exchanges:
Please contact us at help@cozyla.com for any exchange requests. Once a request is approved, the replacement item(s) will be shipped to you.
Refund details:
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Refund(s) will be processed to the original payment method.
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The refund is equivalent to the amount paid on the invoice minus the cost of the return label and other applicable fees.
Refund Timeline:
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After your return has been processed, you will receive a notice from us via email, and it will take an additional 1-3 business days⁴ for the refund to be issued to your original payment method.
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If you have not received the refund within 15 bussiness days since we approved your return, please contact us at help@cozyla.com.
¹: includes boxes and foam inserts
²: unless they are defective out-of-the-box
³: i.e. photos, videos, screenshots, emails, and/or relevant documents
⁴: depending on your financial institution