Refund & Returns Policy – cozygarden.online

Cozy Garden Website: cozygarden.online Support: Support@cozygarden.online

Last Updated: 15/JUL/2026

1. Overview

This Refund & Returns Policy (“Policy”) governs all purchases made from cozygarden.online (the “Site”), (“Cozy Garden,” “we,” “us,” or “our”).

By placing an order, you acknowledge that you have read, understood, and agreed to this Policy. This Policy forms part of our Terms of Service and should be read together with our Shipping Policy.

We want you to be satisfied with your purchase. We also operate a small business and must protect ourselves against fraudulent, abusive, and bad-faith claims. This Policy is written to be fair to both sides and to be applied consistently to every customer.

2. Order Cancellation Window

2.1 Before Dispatch. You may request cancellation of an order at any time before it has entered fulfillment by emailing Support@cozygarden.online with your order number and the subject line “CANCELLATION REQUEST.” If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method.

2.2 After Dispatch. Once an order has been dispatched to the carrier and a tracking number has been generated, the order cannot be cancelled. Our fulfillment process typically begins within 1–3 business days of order placement, and cancellation requests received after dispatch will be treated as return requests under Section 4 (if eligible).

2.3 Timing Evidence. The timestamp recorded in our order management system and the carrier’s dispatch scan are the controlling records for determining whether a cancellation request was received before or after dispatch.

3. Buyer’s Remorse

3.1 No Refunds for Change of Mind After Dispatch. Except where required by applicable law (see Section 3.2), we do not issue refunds, credits, or accept returns for reasons of buyer’s remorse after an order has been dispatched. Buyer’s remorse includes, without limitation:

You changed your mind about the purchase.
You found the item cheaper elsewhere.
You ordered the wrong item, quantity, variant, or color.
You no longer need or want the item.
The item did not meet a subjective preference that was not part of the product’s stated specifications.
You did not read the product description, dimensions, or specifications before ordering.
You expected the delivery to arrive faster than the estimates published in our Shipping Policy.

3.2 Statutory Withdrawal Rights (EU / UK / Certain Jurisdictions). If you are a consumer resident in the European Union, the United Kingdom, or another jurisdiction that grants a mandatory statutory right of withdrawal or cooling-off period, that right applies to you notwithstanding Section 3.1, and nothing in this Policy limits it. Where such a right applies, you may withdraw from the contract within the statutory period (generally 14 days from delivery) by notifying us at Support@cozygarden.online. You are responsible for return shipping costs unless the item is defective or incorrect, and returned goods must be in the condition described in Section 5.2. Refunds under this section are processed within the statutory timeframe after we receive the returned goods or proof of return shipment.

4. Circumstances Under Which a Refund or Replacement Will Be Considered

We will consider a refund, replacement, or partial credit only in the following defined circumstances:

4.1 Item Arrived Damaged. The product arrived physically damaged in a way that materially impairs its function or appearance. You must submit clear photographs of (a) the damaged product, (b) the outer shipping packaging including any visible damage, and (c) the shipping label, within 7 calendar days of the delivery scan.

4.2 Incorrect Item Received. You received a product materially different from the one you ordered. Photographic evidence of the item received and the shipping label is required within 7 calendar days of the delivery scan.

4.3 Product Defect. The product is materially defective or does not function as described in the product listing. Photographic or video evidence demonstrating the defect is required within 14 calendar days of the delivery scan.

4.4 Missing Items from a Multi-Item Order. A component or item listed on your packing slip was not included. Photographs of the full contents of the package as received, together with the packaging, are required within 7 calendar days of the delivery scan. Please note that multi-item orders are frequently shipped in separate parcels with separate tracking numbers; check all tracking numbers before submitting a claim.

4.5 Non-Delivery. The order was not delivered and the carrier has not recorded a delivery scan within 20 business days after dispatch. See Section 6 for the treatment of packages marked delivered.

4.6 Substantial Delay Attributable to Us. We failed to dispatch your order within 30 days of purchase and did not offer you the option to consent to a delay or cancel for a full refund, as required under the FTC Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435).

Claims falling outside Sections 4.1–4.6 and Section 3.2 will be declined.

5. How to Submit a Refund or Return Request

5.1 Required Information. All requests must be submitted by email to Support@cozygarden.online and must include all of the following. Incomplete requests cannot be processed and will be returned to you for completion; the deadlines in Section 4 continue to run in the meantime.

Your order number.
The full name and email address used at checkout.
A clear statement of which circumstance in Section 4 you are claiming under.
Evidence: photographs or video as specified in Section 4, in an unedited format, showing the product, packaging, and shipping label.
The date of delivery as recorded by the carrier.

5.2 Return Condition Requirements. Where we authorize a return, the product must be:

Unused and unwashed, with no signs of wear, installation, or field use;
Undamaged beyond the condition reported in your claim;
In its original packaging, with all inserts, manuals, accessories, hardware, and protective materials included;
With all original labels, tags, seals, and serial identifiers intact and unremoved.

Products returned in a condition inconsistent with the claim submitted, or missing components, may be refused or subject to a partial refund reflecting the diminished value.

5.3 Return Authorization Required. Do not ship any item back to us without a written Return Merchandise Authorization (“RMA”) number issued by our support team. Unauthorized returns, returns shipped to an address other than the one specified in the RMA, and returns shipped without an RMA number visible on the outside of the package cannot be identified, are not tracked against your order, and are not eligible for a refund. We are not responsible for unauthorized returns that are lost, refused, or discarded.

5.4 Return Shipping Costs. Where a return is authorized because the item was damaged, defective, or incorrect, we will provide a prepaid return label or reimburse reasonable return shipping upon receipt of a receipt. In all other authorized returns, including statutory withdrawal under Section 3.2, return shipping is at your expense and is non-refundable.

5.5 Photo-Only Resolution. For lower-value items, we may, at our sole discretion, resolve a claim through a refund or replacement without requiring physical return. Our decision not to require a return in one instance does not create any entitlement to the same treatment in any future claim.

6. Packages Marked Delivered by the Carrier

6.1 Delivery Confirmation Is Conclusive Between Us and You. When the carrier records a delivery scan — including a GPS-tagged scan, photo confirmation, or signature — to the shipping address you provided, the order is deemed delivered and our delivery obligation is fully discharged. We do not issue refunds or replacements for packages that the carrier has confirmed as delivered.

6.2 Theft and Loss After Delivery. Risk of loss and title pass to you upon the carrier’s delivery scan. Packages stolen, misplaced, damaged by weather, or taken by another person after the delivery scan are not our responsibility.

6.3 What We Will Do. If a package is marked delivered and you have not received it, we will assist you in good faith by: (a) providing the full tracking record and any carrier-captured delivery photo or GPS coordinates; (b) opening a trace or investigation with the carrier on your behalf; and (c) providing documentation you may use to file a police report or a claim with the carrier or your homeowner’s/renter’s insurer. Before contacting us, please check with household members, neighbors, building management, mailrooms, and any alternate delivery location noted on the tracking record, and wait 48 hours, as carriers occasionally scan packages as delivered up to one business day before physical delivery.

6.4 Shipping Protection. Where shipping protection or package insurance is offered at checkout and you declined it, claims for post-delivery loss or theft will be declined without exception.

7. Address Errors, Refused Deliveries, and Unclaimed Packages

7.1 Customer Responsibility for Address Accuracy. You are solely responsible for entering a complete, accurate, and current shipping address, including apartment/unit number, building name, postal code, and a valid phone number and email address. Our system displays your address for confirmation before checkout is completed. We ship to the address exactly as entered by you.

7.2 Undeliverable Due to Address Error. If a package is returned to us, destroyed, or lost because the address you provided was incorrect, incomplete, or undeliverable, you are not entitled to a refund. If the package is physically returned to us in resalable condition, we will, at your election, either (a) reship it to a corrected address at your expense, or (b) issue a refund of the product price less original shipping costs and a reasonable handling fee.

7.3 Refused Deliveries. If you or a recipient at your address refuses delivery, or if delivery is refused because of unpaid customs duties, taxes, or brokerage fees (see Section 7.5), the shipment is treated as a buyer’s remorse return under Section 3.1 and is not refundable. If the package is returned to us in resalable condition, we may, at our discretion, issue a refund of the product price less original outbound shipping, return shipping, customs charges, and a reasonable restocking fee.

7.4 Unclaimed Packages. Where a carrier holds a package for pickup and it is not collected within the carrier’s holding period, the package is typically destroyed or returned at the carrier’s discretion. Packages abandoned in this manner are not refundable. It is your responsibility to monitor tracking and respond to carrier notices.

7.5 Customs Duties and Import Taxes. For international shipments, you are the importer of record and are solely responsible for all customs duties, import taxes, VAT/GST, brokerage fees, and any charges levied by the destination country. These charges are not included in the price you pay us and are not refundable by us. Refusal to pay them does not entitle you to a refund.

7.6 Address Change Requests. We will make reasonable efforts to update an address before dispatch, but we cannot guarantee it. Once a package is with the carrier, we cannot redirect it, and any such request must be made directly to the carrier.

8. Chargebacks and Payment Disputes

8.1 Contact Us First. You agree to contact Support@cozygarden.online and allow us a reasonable opportunity — not less than five (5) business days — to resolve any issue with your order before initiating a chargeback, payment dispute, or claim with your bank, card issuer, or payment provider. Nearly every issue can be resolved faster by email than by a dispute process that takes 60–90 days.

8.2 Your Legal Rights Are Not Waived. Nothing in this Section limits any right you have under the Fair Credit Billing Act, Regulation E, Regulation Z, applicable card network rules, or your payment provider’s buyer protection program. Section 8.1 is a contractual commitment to attempt resolution first, not a waiver of your dispute rights.

8.3 Chargeback Abuse. A chargeback filed for a reason that is factually false, or that asserts a claim we have already satisfied, constitutes a material breach of our Terms of Service. This includes, without limitation:

Disputing a charge as “unauthorized” for an order that you placed, that shipped to your address, and that a carrier confirmed as delivered;
Disputing a charge as “item not received” where the carrier has recorded a delivery scan to your address;
Disputing a charge as “item not as described” without first contacting us and without submitting the evidence required by Section 5.1;
Filing a chargeback after we have already issued a refund, replacement, or store credit for the same order (a “double recovery”);
Filing a chargeback while retaining the product and refusing to return it after we have provided a prepaid return label.

8.4 Our Response to Disputes. We contest all disputes that we believe to be unfounded. In doing so, we will submit to your card issuer, bank, or payment provider the complete evidentiary record described in Section 9, including your IP address at the time of order, device fingerprint, AVS and CVV verification results, the timestamped order and checkout records, all support correspondence, carrier tracking history, and delivery confirmation with any available GPS coordinates, photograph, or signature.

8.5 Consequences of Abusive Chargebacks. Where a chargeback is determined to have been filed in bad faith, we reserve the right to: (a) permanently block the associated customer account, email address, payment instrument, IP address, and shipping address from placing future orders; (b) refuse to ship any pending orders; (c) recover from you the disputed amount, the chargeback fee assessed by our payment processor, and any costs of collection, to the extent permitted by law; (d) report the incident to fraud-prevention networks and our payment processors; and (e) pursue any other remedy available at law or in equity.

8.6 Double Recovery. If a chargeback is resolved in your favor on an order for which we have already issued a refund or replacement, you agree to promptly return the duplicate amount or the product. We reserve the right to pursue recovery of any amount retained without entitlement.

9. Evidence and Records

9.1 Business Records. Our electronic records — including order timestamps, checkout logs, the shipping address as submitted by you, IP address and device data captured at checkout, AVS/CVV results, payment authorization records, email and support-ticket correspondence, and carrier tracking and delivery-confirmation data — are maintained in the ordinary course of business and are the controlling evidence in the evaluation of any claim, dispute, or chargeback.

9.2 Carrier Data. Tracking events, delivery scans, GPS coordinates, delivery photographs, and signature records generated by the carrier are treated as authoritative evidence of the shipment’s status and delivery.

9.3 Retention. We retain order and dispute records for a minimum of two (2) years, and longer where required for tax, accounting, or legal purposes. See our Privacy Policy for further detail.

10. Fraud Prevention and Abusive Claims

10.1 Right to Investigate and Decline. We reserve the right to investigate and to decline, in our sole and reasonable discretion, any refund, return, or replacement request that we determine to be fraudulent, abusive, made in bad faith, or unsupported by the required evidence.

10.2 Indicators We Review. Factors that may trigger review include, without limitation: a pattern of repeated claims across multiple orders or accounts; claims of non-delivery on orders with confirmed delivery scans; evidence that appears altered, staged, sourced from the internet, or inconsistent with the order record; refusal to return a product while demanding a refund; use of multiple accounts, email addresses, or payment instruments associated with a common address, device, or IP; and claims submitted after the applicable deadline in Section 4.

10.3 Repeat Claims. Multiple refund requests from the same customer, household, address, device, or payment instrument may be subject to enhanced review, including a requirement of physical return before any refund is issued.

10.4 Consequences. Where we determine a claim to be fraudulent, we may: decline the claim; cancel any pending orders; permanently restrict the account and associated identifiers from future purchases; retain the record for fraud-prevention purposes; report the matter to our payment processors, fraud-prevention networks, and where warranted, law enforcement; and pursue civil remedies.

10.5 Good Faith. Nothing in this Section is intended to discourage legitimate claims. Customers who submit a genuine claim with the required evidence under Section 4 will be treated promptly and fairly.

11. Refund Processing

11.1 Review Timeline. We aim to acknowledge every request within 2 business days and to reach a decision within 7 business days of receiving a complete request, or of receiving an authorized returned item, whichever is later.

11.2 Method. Approved refunds are issued to the original payment method only. We do not issue refunds to a different card, account, or person.

11.3 Timing. Once approved and processed on our side, funds typically appear within 5–10 business days, depending on your bank or card issuer. The time taken by your financial institution to post the credit is outside our control.

11.4 What Is Refunded. Approved refunds cover the product price. Original shipping charges are refunded only where the entire order is cancelled before dispatch, where the item was defective or incorrect, or where required by law. Return shipping is refunded only as set out in Section 5.4.

11.5 Replacements. Where a replacement is agreed instead of a refund, the replacement ships under the standard processing and delivery timelines set out in our Shipping Policy, calculated from the date the replacement is approved.

12. Non-Returnable Items

The following are not eligible for return or refund except where the item is defective, damaged in transit, or incorrect, or where a statutory right under Section 3.2 applies:

Items marked “Final Sale,” “Clearance,” or “Non-Returnable” on the product page at the time of purchase;
Gift cards and digital products;
Items that have been installed, assembled, modified, used outdoors, or exposed to weather;
Items returned without an RMA number (see Section 5.3);
Items returned outside the applicable claim window in Section 4.

13. Limitation of Liability

To the maximum extent permitted by applicable law, our total aggregate liability arising out of or relating to any order, product, or this Policy shall not exceed the amount you actually paid for the specific order giving rise to the claim. We shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including lost profits, lost time, loss of use, or loss of goodwill, whether based in contract, tort, strict liability, or otherwise, even if advised of the possibility of such damages.

Some jurisdictions do not allow the exclusion or limitation of certain damages, so some of the above may not apply to you. Nothing in this Policy excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded.

14. Dispute Resolution

Any dispute arising out of or relating to this Policy is subject to the informal dispute resolution, binding arbitration, and class action waiver provisions set out in our Terms of Service, which are incorporated here by reference. Please read those provisions carefully, as they affect your legal rights and include an opportunity to opt out of arbitration.

15. Changes to This Policy

We may update this Policy from time to time. The version in effect on the date you place your order governs that order. The current version is always posted at cozygarden.online with the “Last Updated” date shown above.

16. Contact

All refund, return, and cancellation requests must be submitted to:

Email: Support@cozygarden.online Business Hours: Monday–Friday, excluding U.S. public holidays Response Time: Within 2 business days