Refund policy
Returns & Refunds Policy
At Cozytails, we want you and your pets to be happy with every purchase.
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You will also need proof of purchase. These conditions do not affect your statutory consumer rights.
To start a return, please contact us at cozytailsss@use.startmail.com. If your return is approved, we will provide instructions on how and where to send your item. Please contact us before sending any returns.
Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect, or applicable law requires otherwise.
You can always contact us with any return-related questions at cozytailsss@use.startmail.com.
Damages and Issues
Please inspect your order upon arrival and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item.
Our Cozytails support team will evaluate the issue and work to make it right.
Non-Returnable Items
Certain types of items cannot be returned under our voluntary return policy, including:
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Custom or personalised products
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Gift cards
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Items that have been used or damaged after delivery, unless covered by applicable consumer rights
If you have any questions about whether your item is eligible for return, please contact us before making a purchase.
Exchanges
The fastest way to ensure you receive the item you want is to return the original item (if eligible) and place a new order once your return has been approved.
If you receive a damaged, defective, or incorrect item, please contact us so we can arrange an appropriate solution.
European Union 14-Day Cooling-Off Period
If your order is delivered to a country within the European Union, you generally have the right to cancel your purchase within 14 days of receiving it, without providing a reason, subject to applicable legal exceptions.
You may inspect the item as you would in a physical store. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the item's nature, characteristics, and functioning.
This statutory right is separate from our voluntary 30-day return policy.
United Kingdom 14-Day Cancellation Rights
If your order is delivered to the United Kingdom, you generally have the right to cancel an online purchase within 14 days of receiving your item, subject to applicable legal exceptions.
After notifying us of your cancellation, you generally have another 14 days to return the item.
Your statutory rights regarding faulty, damaged, or misdescribed goods remain unaffected.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days, or sooner where required by applicable law.
Please note that your bank or card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at cozytailsss@use.startmail.com.
Contact Us
For any questions regarding returns, refunds, or exchanges, please contact our customer support team.
Store: Cozytails