Return and Exchange Policy

Cozyroomz (hereinafter referred to as “we”) always adheres to the principle of honest business operations. To protect your legal rights, we have formulated this return and exchange policy in accordance with Australian laws. We strive to provide you with convenient and smooth return and exchange services to ensure a secure shopping experience.

1. Return and Exchange Conditions

You can request a return or exchange within 30 days of receiving the product for the following reasons, including but not limited to:

  • Product quality issues, such as functionality failures, material defects, etc.;
  • The product received does not match the description, specifications, or model shown on the online store;
  • Damage, deformation, etc., occurred during transportation;
  • Missing or incomplete product accessories or attachments;
  • Incorrect product received (not the one ordered);
  • Issues like fading, peeling, or other defects that affect normal use;
  • The product cannot be installed or used properly (not caused by improper operation).

Additionally, you may request a return or exchange within 30 days of receiving the product without providing a reason.

2. Return and Exchange Process

  1. Contact us via customer service email: meuble@cozyroomz.com or customer service phone: +1 (786) 412-2828 to request a return or exchange, providing your order number, payment proof, reason for return or exchange, and relevant photos or videos supporting the issue;
  2. Our customer service team will process your request within 1-3 business days. If your request is approved, we will inform you through your provided contact details and provide the return address for you to send back the product;
  3. Please carefully package the product and return it to the designated return address. Keep track of the logistics information and wait for us to receive the product;
  4. Once we receive the returned product, we will immediately inspect it and verify whether it matches the reported issue. If the inspection passes, we will arrange for a return refund or exchange shipment.

3. Refund Method

Refunds will be issued to the same payment card (Visa, MasterCard) account used for the original payment. Depending on the processing efficiency of different banks, we expect the refund to be credited within 10-15 business days. If you do not receive the refund within the stated period, please contact us for assistance. For more details on refunds, please refer to our Refund Policy.

4. New Product Shipment

For exchanges, the new product will be processed according to our shipping and delivery guidelines. The preparation time for shipment is 1-3 business days, including product inspection, packing, and preparation. Once the new product is shipped, you will receive an email with the order number and logistics carrier details. You can log in to our online store, go to the “Order Tracking” page, and enter your email or phone number, along with the corresponding order number, to track the real-time status of the new product. The shipping duration for new products is 10-15 business days, and the shipping will be handled by logistics carriers such as DHL, UPS, or FedEx.

5. Fee Rules

  • For returns without reason, you will bear the cost of return shipping;
  • For returns due to product quality issues, we will bear the return shipping cost;
  • For exchanges, the shipping cost for the new product will be borne by us;
  • Except for return shipping costs related to returns without reason, you will not be required to pay any other return or exchange-related fees, handling charges, etc.

6. Liability Statement

  1. If the return or exchange is due to product quality issues or discrepancies in product description, we will take full responsibility and assist you in completing the return, exchange, and refund process to protect your legal rights;
  2. If delays, damage, or loss of returned products occur due to the logistics carrier, we will actively negotiate with the logistics carrier to handle the situation and strive to recover your losses, without transferring responsibility to you;
  3. If you fill out the return or exchange application information incorrectly due to operational errors, you can promptly contact customer service to clarify the situation. We will assist you in correcting the information and will not reject your reasonable return or exchange request;
  4. If the return or exchange process is delayed due to force majeure (such as natural disasters, traffic control, etc.), we will communicate with you in a timely manner and resume the process as soon as the force majeure factors are resolved. You will not bear responsibility for the delay;
  5. If the inspection reveals that the product issue does not match your description, but there is a negotiable resolution, we will prioritize communicating with you to reach a mutually satisfactory solution and avoid unnecessary losses on your part.

7. Contact Us

If you have any questions or need assistance regarding return and exchange matters, please contact us through the following:

  • 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)

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