Consumer Protection

Cozyroomz (hereinafter referred to as “we”) places consumer rights protection as a top priority, strictly following the Competition and Consumer Act, Australian Consumer Law (ACL), and other relevant legal regulations. We operate our online business based on the principles of integrity, transparency, and responsibility, aiming to provide a safe and reliable shopping experience. We solemnly make the following consumer protection commitments to safeguard your legitimate rights:

1. Product Quality Assurance

1.1 We guarantee that all products sold online meet the relevant Australian product safety standards and quality requirements, and do not contain any prohibited or recalled unsafe goods. All products undergo strict quality inspection before leaving the factory to ensure that the product’s performance, function, and description are consistent and meet the requirements for normal use.

1.2 In accordance with the consumer warranty rights granted by the Australian Consumer Law, the products you purchase are covered by a statutory quality warranty. If the product develops defects, functional faults, or other issues during normal use, we will provide free returns, exchanges, repairs, and other services in accordance with relevant laws and our return and exchange policy, ensuring that you are not deprived of or limited in any way from exercising your legal rights.

2. Transaction Information Transparency

2.1 We will clearly and accurately display product information on our online store, including product descriptions, specifications, parameters, materials, usage instructions, etc., to ensure the information is truthful and valid, without any false statements, misleading advertising, or exaggerated descriptions, providing you with sufficient information for your purchasing decisions.

2.2 The pricing structure of your order is clear and transparent. Product prices include customs duties, Australian GST (10%), and other related costs. The total order price consists of the product price and shipping fees, all of which will be clearly communicated to you before checkout, with no hidden fees. The final price will be the amount displayed on the checkout page.

3. After-Sales Protection Services

3.1 Return and Exchange Protection: You can apply for returns or exchanges within 30 days after receiving the product, for reasons such as product quality issues, discrepancies in description, missing accessories, or for no reason at all. We will simplify the return and exchange process to ensure you can conveniently exercise your after-sales rights.

3.2 Logistics and Delivery Protection: Our shipping coverage extends to all regions of Australia. We will complete product delivery within the timeframes specified in our shipping policy and promptly send you logistics updates. If products are damaged or lost during shipping, we will proactively coordinate to handle the issue, assume responsibility, and provide solutions such as reshipping or refunds.

3.3 Refund Protection: For orders that meet the refund conditions, we will process refunds promptly in strict accordance with our refund policy, ensuring the security of your refund. Refunds will be issued back to the account used for the original payment, and we will provide clear information on the expected processing time. If the refund is delayed, we will fully assist in investigating the issue.

4. Personal Information and Data Security Assurance

4.1 We strictly comply with the Australian Privacy Act, Australian Privacy Principles (APPs), and consumer data rights regulations, placing great importance on the protection of your personal information. We will only collect personal information to the necessary extent and with your explicit consent (unless required by law).

4.2 We use high-strength encryption, access control mechanisms, and other security measures to ensure the safety of your personal information during its collection, use, and storage, preventing data leakage, loss, or misuse. We will never disclose, sell, or rent your personal information to unrelated third parties, ensuring the security of your data sovereignty and privacy.

5. Compliance with Business Operations and Dispute Resolution

5.1 We strictly follow all relevant laws and regulations in Australia, actively cooperate with the Australian Competition and Consumer Commission (ACCC) in regulatory work, and willingly accept social supervision to ensure legal and compliant business operations.

5.2 If a dispute arises between us during the shopping process, we commit to resolving the issue through friendly negotiation based on fairness and justice. If we cannot reach an agreement, you may file a complaint with the ACCC or another relevant authority in accordance with applicable laws, and we will cooperate with the relevant departments in the investigation and resolution process to ensure that your legitimate demands are properly addressed.

6. Policy Notification and Updates

We will publicly post this consumer protection policy and related policies (such as the Return and Exchange Policy, Refund Policy, etc.) in a prominent location on our online store to ensure that you can easily access them. If any changes to this protection policy are required due to legal updates or business adjustments, we will notify you in advance through an online store announcement or other clear and effective means. The updated policy will take effect from the date of the announcement.

7. Contact Us

If you have any questions about the protection content mentioned above or need to apply for protection services or report related issues, please contact us using the following methods. We will respond and process your request in a timely manner during working hours:

Address: 1963 Brandywine Rd Apt 206, West Palm Beach, FL 33409, US
Customer service email: meuble@cozyroomz.com
Customer service phone: +1 (786) 412-2828
Online hours: Monday to Friday, 9:00 AM to 12:30 PM and 2:00 PM to 6:00 PM (AEST)