Order Cancellation
All orders can be canceled until they are shipped. Once the packaging and shipping process has started, it can no longer be canceled.
We want our customers to purchase our products with confidence. That is why we offer a (14-Days Money-Back Guarantee) that ensures our customers will receive a purchased item on time and as described. We are confident in our delivery time, including our excellent products, which come in great condition.
Refunds, Returns, and Exchanges
Our primary goal is to make our customers happy, so everyone who shops at our store receives the following guarantees.
Refunds are acceptable under the following circumstances:
- Refund if you did not receive the product within the guaranteed time (14 business days)
- Refund if the item is not as described or damaged;
- Refund minus the shipping cost; if you are not satisfied with the product. (You must return the item at your expense to our warehouse, and the item must be unused and unopened).
Refunds are not acceptable under the following circumstances:
- Your order did not arrive due to an incorrect address provided by you or someone else (e.g. providing the wrong shipping address);
- Your order did not arrive due to exceptional circumstances beyond our control (e.g. not cleared by customs or delayed by a natural disaster).
How do refunds, returns, and exchanges work on CozyHouzz?
- If you receive an item not as described or damaged: you are required to submit photo evidence via email at support@cozyhouzz.com within (14 business days) of receiving the item. If your claim is approved, you will be offered a refund or an exchange.
- If the product packaging is damaged, but the product itself is intact: you must submit a claim to the shipping carrier directly (USPS).
- Missing Order: If a package is delivered (based on a tracking number update), but you claim that you did not receive the item, you must submit a claim to the shipping carrier directly (USPS). If you do not report the issue within the time frame (14 business days). Your orders will be considered delivered in excellent condition based on our tracking records.
If you experienced any of the above scenarios, you must report the issue within (14 business days) of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.
How do I request a refund, return, or exchange?
If you want to request a refund, return, or exchange, please complete the following steps:
- In the event of a refund, return, or exchange, you are required to submit photo evidence via email at support@cozyhouzz.com within (14 business days) of receiving the item. If your claim is approved, you will be offered an exchange or refund.
- Once we approve your refund or exchange, please send the product back to our warehouse at the following address: 14460 Myford Rd, Irvine, CA 92606, USA. You must return the item to our warehouse at your own expense, and the product must be unused and unopened.
- You must provide a tracking number; once the tracking number has been provided (or once we received the returned product), a replacement product will be shipped, or a refund will be credited back to the original payment method on file.
- For our warehouse to ship a replacement product or process a refund for a damaged or incorrect product, we require a tracking number to be provided for the item returned.
Are there any items I can’t return?
Our customer’s safety is our top priority, which is why there are specific types of products that can not be returned such as:
- Face and body products if opened, used, or have a broken protective seal
- Underwear if the hygiene seal is not intact or any labels have been broken
- Swimwear if the hygiene seal is not intact or any labels have been broken
- Pierced jewelry if the seal has been tampered with or is broken
If you have any further questions, please don’t hesitate to contact us at support@cozyhouzz.com
