Refund policy
At CozyRugs, customer satisfaction is important to us. We want you to feel confident when shopping with our store. This Return & Refund Policy explains the conditions and procedures applicable to returns and refund requests.
1. 30-Day Return Policy
We offer eligible customers a 30-day return period. You may request a return within 30 days after receiving your order.
To qualify for a return, the product should generally be returned in substantially the same condition in which it was received, except where inspection was reasonably necessary to determine the nature, characteristics, or functionality of the product.
Where applicable, original packaging, accessories, documentation, and other components included with the product should also be returned.
2. Free Returns
CozyRugs offers free returns for eligible approved return requests made within the applicable 30-day return period.
Before returning any product, please contact our customer support team at support@CozyRugs.store. Our team will review your request and provide the appropriate return instructions.
Products returned without following the provided instructions may experience processing delays.
3. Damaged, Defective, or Incorrect Products
Please inspect your order when it arrives.
If you receive an item that is damaged, defective, materially different from its description, or different from what you ordered, contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the issue
- Photographs or other reasonable evidence showing the problem, where appropriate
After reviewing your request, we will provide an appropriate resolution in accordance with this policy and applicable consumer protection laws.
4. Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method used for the purchase.
After a refund has been processed by CozyRugs, additional time may be required for your bank, credit card company, or payment provider to post the funds to your account. Processing times vary by financial institution.
5. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at support@CozyRugs.store.
We will make reasonable efforts to accommodate cancellation requests before an order enters processing or shipment. Once an order has been processed or shipped, cancellation may no longer be possible, and the standard return process may apply instead.
6. Exchanges
If you need a different product or variation, please contact customer support. Depending on availability and the circumstances, we may provide exchange instructions or recommend returning the original item and placing a new order.
7. Consumer Rights
Nothing in this policy is intended to exclude, restrict, or replace rights or remedies that cannot legally be excluded under applicable consumer protection laws.
8. Contact Us
For return or refund assistance, contact CozyRugs at support@CozyRugs.store or (888) 331-6133. Our business mailing address is Rd St Isidore, Kahnawake, Quebec J0L 1B0, Canada.