Return Policy

Order Confirmation & Policy Acknowledgment

By placing an order on our website, you confirm that you have read, understood, and agreed to our Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You have reviewed and accepted our return conditions and timeframes

  • You agree to follow the return process as described in this policy

  • In the event of a chargeback or dispute, this policy, together with all related order and communication records, may be used as supporting documentation

Returns

If you are not satisfied with your purchase, you may return eligible items within 30 days of delivery, provided the conditions below are met.

Eligibility Criteria

  • The item must be unused, unworn, and unwashed

  • The item must be returned in its original condition and packaging

  • Only normal handling and inspection may have occurred

  • Return shipping and handling costs are the responsibility of the customer

Returns are processed within 7 business days of receipt. We reserve the right to refuse returns if products show signs of misuse, excessive wear, or damage not caused by us.

How to Return

To initiate a return:

  1. Email us at info@cozyclaires.com within 30 days of delivery

  2. Include the following information:

    • Order number

    • Reason for return

    • Photos of the product (if defective or damaged)

    • Your full name and shipping address

  3. Wait for our return instructions before shipping the item

Please note:

  • Do not send items back without approval; unauthorized returns may be rejected

  • We recommend using a tracked shipping method and keeping proof of shipment until processing is complete

Defective or Damaged Items

If your order arrives defective or damaged, contact us within 2 days of delivery at info@cozyclaires.com, including:

  • Your order number

  • A brief description of the issue

  • Clear photos or a short video showing the defect

Once verified:

  • We may offer a replacement depending on availability and the issue

  • In some cases, a return may not be required

Replacements are typically processed within 7–14 business days.

Lost or Unclaimed Orders

If your package is lost in transit:

  • Contact us with your order number and tracking details

  • We will assist with a courier investigation and arrange a replacement or refund if the package is confirmed as lost

If a package is refused, unclaimed, or returned due to an incorrect or incomplete address, a $35 CAD deduction may be applied to your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal

You may request to cancel your order within 30 days of receipt, in line with applicable Canadian consumer protection principles.

Please note:

  • Orders cannot be stopped once shipped due to automated fulfillment

  • If already dispatched, you may return the order after delivery following the return process

To cancel before shipment, email info@cozyclaires.com with a clear request.
Return shipping costs remain the buyer’s responsibility.

Chargebacks & Dispute Resolution

If there is any issue with your order, please contact us first. We aim to resolve matters promptly and fairly.

In the event of a chargeback or dispute, we may provide supporting documentation to the payment provider, including:

  • Order confirmation

  • Tracking details

  • Email correspondence and submitted photos

Submitting a chargeback without contacting us first may delay resolution and affect future order eligibility.

Important Notes

  • All returns must be sent to our central warehouse in Asia at the customer’s expense

  • We are not responsible for transit delays or customs clearance issues

  • Hygiene-sensitive items cannot be returned if used or unsanitary

  • Returns are not free; shipping and handling fees apply

Contact Us

If you have any questions about this policy, please contact our Customer Support Team at
info@cozyclaires.com

We’re happy to assist you.