Refund policy

Refund policy

We offer a 15 day return policy, which means you have 15 days after receiving your item to request a return. To be eligible for a return, your item must be unused, unworn, in perfect condition, in its original packaging and include all accessories, labels and protective films. You must also provide the order number or proof of purchase.

To start a return, you must contact us at support@cozypaw.com.

Returns sent back to us without prior authorization will not be accepted. Customers are responsible for return shipping costs unless otherwise required by local law. The appropriate return address will be provided depending on your location once your request is approved.

Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you received the wrong item. We may request photos or videos to evaluate the issue. Claims that do not include the required evidence may be rejected.

Certain items cannot be returned, including customized or personalized items, gift cards, items showing signs of wear, misuse or modification, items without original packaging, or any item for which a return is requested more than 15 days after delivery.

Items purchased during promotions or discounts remain eligible for return under this policy as long as they meet the conditions listed above. For exchanges, the fastest method is to return the item under this policy and place a new order once the return is accepted.

Orders may be canceled only before they have been shipped. Once an order has been processed and dispatched, cancellation is no longer possible. If you no longer wish to keep the item, you may request a return once the package has been delivered.

If your order is delivered within the European Union, you are entitled to a 14 day withdrawal period in accordance with EU consumer law. This applies only if the item is unused, in original condition, not personalized, and you notify us within 14 days of delivery.

Shipping times shown on our website are estimates. Delivery times may vary due to logistics delays, customs processing, weather conditions, carrier disruptions, or periods of unusually high order volume. While we always work to ensure timely delivery, delays caused by external logistics providers or circumstances outside our control may occasionally occur.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, you will be refunded to your original payment method within 10 business days. If more than 15 business days have passed since the refund approval, please contact us at support@cozypaw.com.

We offer a 90 day limited warranty that applies only to clear and verifiable manufacturing defects. This warranty is separate from the return policy and does not allow returns due to change of mind after the 15 day return period. The warranty covers defects that prevent the product from functioning as intended due to manufacturing faults.

To request warranty support, you must provide your order number, a description of the issue, and clear photos or videos showing the defect.

Our team will review the evidence and determine if the issue qualifies under the warranty. The warranty does not cover normal wear and tear, accidental damage, misuse, moisture, impacts, discoloration, deformation, improper storage, contact with chemicals, or any damage resulting from normal use.

Items that show scratches, dents, bending, discoloration, attempted repairs or modifications, or exposure to moisture or chemicals are not covered under the warranty.

If a defect is confirmed within the 90 day warranty period, we will provide a replacement product when applicable. Refunds are not issued under the warranty policy unless required by applicable law.

This policy applies worldwide except where local laws require specific conditions. In case of conflict, local consumer protection laws will prevail.