Refund policy

Welcome to CozyRugs.store. Customer satisfaction is at the heart of everything we do. If your purchase does not meet your expectations, we're here to make the return and refund process simple, transparent, and hassle-free.

By placing an order through CozyRugs.store, you agree to the terms outlined in this Return & Refund Policy.

1. Our 30-Day Return Guarantee

We proudly offer a 30-day return policy on all eligible products.

You may request a return within 30 calendar days after your order has been delivered.

To qualify for a return, items should:

  • Be unused or only lightly handled.
  • Be in their original condition.
  • Include original packaging whenever possible.
  • Not show signs of intentional damage, misuse, or alteration.

If these conditions are met, your return will normally be approved.

2. Free Returns

We provide FREE returns worldwide.

Once your return request has been approved, our customer support team will provide detailed return instructions.

Depending on your location, we may provide:

  • A prepaid return shipping label.
  • A local return address.
  • Alternative return instructions.

Customers will never be charged hidden restocking fees for approved returns.

3. Damaged or Incorrect Orders

Please inspect your order immediately after delivery.

If your order arrives:

  • Damaged
  • Defective
  • Missing items
  • Incorrect product
  • Manufacturing fault

Please contact us within 7 days of delivery.

To speed up the process, include:

  • Order number
  • Photos of the product
  • Photos of the packaging
  • Brief description of the issue

We'll arrange a replacement or full refund at no additional cost.

4. Refund Process

After your returned package is received and inspected, we'll notify you regarding the status of your refund.

Approved refunds are processed back to your original payment method.

Typical processing times:

  • Inspection: 2–5 business days
  • Refund processing: 3–10 business days
  • Bank processing varies depending on your payment provider.

5. Exchanges

If you would like another size, style, or color, please contact our support team.

Where inventory is available, we will gladly arrange an exchange.

If the requested product is unavailable, a refund may be issued instead.

6. Order Cancellation

Orders may be cancelled before they enter processing.

If production or shipment has already begun, cancellation may no longer be possible.

Please contact us as soon as possible if you wish to cancel an order.

7. Non-Returnable Items

For hygiene, safety, or customization reasons, the following may not be eligible for return unless defective:

  • Personalized products
  • Custom-made rugs
  • Gift cards
  • Clearance items marked Final Sale

8. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account.
  • Contact your credit card provider.
  • Contact your bank.

If you still need assistance, please contact us.

9. Contact Us

CozyRugs.store

Email: support@CozyRugs.store

Phone: (888) 331-6133

Address: Rd St Isidore Kahnawake, Quebec J0L 1B0 Canada

We are committed to making every shopping experience smooth, secure, and worry-free.