Refund and Return Policy

Before you contact us

If something is wrong with your order, email support@cozoraco.com first. Most issues are resolved within one business day. Opening a payment dispute before contacting us slows the resolution down for everyone.

Cancelling an order

You can cancel free of charge at any time before your order is dispatched. Once a tracking number has been issued, the order can no longer be cancelled and must be handled as a return.

Return window

You have 30 days from the date of delivery to request a return.

To be eligible, the item must be unused, in the same condition in which you received it, and in its original packaging with all accessories. We require proof of purchase.

How to return

Do not send anything back before contacting us, and do not return anything to the address printed on the shipping label. That address belongs to a third-party fulfillment center that cannot process returns. Email support@cozoraco.com with your order number and we will send you the correct return address and instructions.

Who pays for the return

For a change-of-mind return, the customer pays return shipping. Our fulfillment partner is located overseas, so a return may have to be shipped internationally, at the customer's expense, including postage, customs paperwork, duties and carrier fees.

We know this can cost as much as the product itself. So before you pay to ship anything back, contact us: in most change-of-mind cases we will offer you a partial refund and let you keep the item, which is usually the better outcome for both of us.

For a faulty, damaged or incorrect item, we pay everything. See below.

Faulty, damaged or incorrect items

Contact us within 30 days of delivery with your order number, a description of the problem, and photos or a short video showing the issue. We will send you a free replacement or a full refund, at your choice, and you will not be asked to pay return shipping or to return the item unless we specifically request it.

Items we cannot accept

• Items returned more than 30 days after delivery.
• Items that are used, damaged by the customer, or missing parts or accessories for reasons not caused by us.
• Free items and gifts with purchase.

Where an item is returned in a condition that does not meet the requirements above, we may issue a partial refund reflecting its condition, or return the item to you, and we will tell you which before acting.

Refunds

Once your return arrives and has been inspected, we will email you to confirm approval or rejection. Approved refunds are issued to the original payment method within 5 business days of approval. Your bank or card issuer may take a further 5 to 10 business days to post the credit.

Original shipping charges, where any were paid, are refunded when the return is due to our error, and are not refunded on change-of-mind returns.

Gifts

If the item was marked as a gift at purchase and shipped directly to you, you will receive store credit for the value of the return. If it was not marked as a gift, the refund goes to the person who placed the order.

Order issues and payment disputes

For non-delivery or a damaged parcel, contact us within 14 days of the delivery date or the expected delivery date. We will investigate with the carrier and our supplier and come back to you within 7 business days with a resolution, which may be a reshipment, a refund or another appropriate remedy.

If a chargeback is opened before that resolution period has elapsed, the funds are automatically reversed by the payment processor and we will be unable to continue assisting you directly.

Notes

Product colors may appear slightly different depending on your screen and lighting.

This policy does not affect any rights you have under the consumer protection laws of your state.

Contact

support@cozoraco.com, Monday to Friday.