Return & Refund Policy

At Cozalie, we want you to be satisfied with your purchase.

This Return & Refund Policy explains how returns, refunds, damaged products, defective products, incorrect items, exchanges, and order cancellations are handled.

Nothing in this policy is intended to limit or remove any mandatory consumer rights that apply under applicable law.

1. 30-Day Return Window

Cozalie offers eligible customers a 30-day return period from the date their order is delivered.

You may request a return within this period if the product is eligible under this policy.

For a standard return, the product should generally be:

• In its original condition
• Unused other than reasonable inspection
• In its original packaging where reasonably possible
• Complete with accessories, components, manuals, or instructions supplied with it
• Accompanied by your order number or other proof of purchase

Please contact us and receive return instructions before sending any product back.

2. How to Request a Return

To request a return, contact:

Email: cozaliehome@gmail.com

Please provide:

• Your full name
• Order number
• Email address used at checkout
• Product you wish to return
• Reason for the return
• Photographs or video where relevant

After reviewing your request, our support team will provide the appropriate return instructions.

Do not return an item to the address printed on the original shipping package unless we specifically instruct you to do so.

Products may be shipped through different third-party fulfilment partners, so the appropriate return location may differ from the location from which the product was originally dispatched.

Our UK business/correspondence address is also not automatically a product-return address. Please obtain return instructions from us before sending a product.

3. Change-of-Mind Returns

If you change your mind about an eligible purchase, you may request a return within our 30-day return period.

For a change-of-mind return, the product should generally be kept in good condition and should not be used beyond what is reasonably necessary to inspect its nature, characteristics, or functionality.

For ordinary change-of-mind returns, the customer is responsible for the cost of returning the product, unless:

• Cozalie agrees otherwise
• The return results from an error on our part
• The product is faulty, damaged, incorrect, or not as described
• Applicable consumer law requires us to cover the cost

Nothing in our voluntary 30-day policy removes any separate statutory cancellation rights that may apply to your purchase.

4. UK Distance-Selling Cancellation Rights

Where UK consumer law applies, customers purchasing eligible goods online generally have a statutory right to cancel their order within 14 days after receiving the goods, without having to provide a reason. After notifying the seller of cancellation, the consumer generally has a further 14 days to return the goods. Certain products are excluded from this right.

Our 30-day voluntary return period is intended to provide additional flexibility and does not replace statutory rights.

Where a statutory cancellation right applies, refunds will be handled in accordance with applicable law.

If you selected a delivery method that cost more than our standard delivery option, any statutory refund of the original delivery charge may be limited to the cost of the standard delivery option where permitted by law.

5. Damaged, Defective, Incorrect, or Incomplete Products

If your order arrives:

• Damaged
• Defective
• Incorrect
• Significantly different from its description
• Missing important components

please contact us as soon as possible.

Where reasonably possible, we ask customers to contact us within 7 days of delivery so that we can investigate the issue quickly.

The 7-day notification request does not limit any statutory rights you may have regarding faulty, damaged, misdescribed, or otherwise non-conforming goods.

Please provide clear photographs or video showing the issue where possible.

After reviewing the issue, we may offer an appropriate resolution such as:

• A replacement
• Replacement parts
• A full refund
• A partial refund
• Another suitable remedy

Where a physical return is required because Cozalie supplied a damaged, defective, incorrect, or materially misdescribed product, Cozalie will cover reasonable return shipping costs where required by applicable law or agreed by us.

UK government guidance states that consumers are entitled to a full refund when goods are faulty, not as described, or do not perform as expected, and the Consumer Rights Act provides a short-term 30-day right to reject qualifying faulty goods.

6. Products Developing Faults After 30 Days

Our 30-day voluntary return period should not be confused with legal rights relating to faulty goods.

Depending on applicable consumer law, customers may continue to have rights to a repair, replacement, price reduction, refund, or other remedy after the initial 30-day period.

For example, UK consumer rights can provide remedies for qualifying faulty goods beyond the initial 30-day short-term right to reject.

Please contact us at cozaliehome@gmail.com if a product develops a fault.

7. Low-Value Products

For certain lower-value products, the cost or environmental impact of physically returning the product may be disproportionate to the value of the item.

In appropriate circumstances, Cozalie may choose to provide:

• A refund
• Partial refund
• Replacement
• Store credit
• Another suitable resolution

without requiring the product to be physically returned.

Whether a return is required will be determined on a case-by-case basis.

Customers should not dispose of an item while a claim is being reviewed unless instructed to do so.

8. Products That May Be Excluded From Change-of-Mind Returns

Where permitted by applicable law, certain products may not qualify for ordinary change-of-mind returns.

These may include:

• Personalized or custom-made products
• Gift cards
• Sealed products that cannot safely or hygienically be returned after the seal has been broken
• Products damaged through misuse or improper handling
• Products altered after delivery
• Certain products clearly identified as final sale where such exclusions are legally permitted

These exclusions do not remove statutory rights relating to faulty, damaged, defective, or misdescribed goods.

9. Return Condition

Customers are responsible for taking reasonable care of products while they are in their possession.

Where permitted by applicable law, the amount refunded may be reduced if a returned product has been:

• Used beyond reasonable inspection
• Damaged by the customer
• Altered
• Returned incomplete
• Handled in a way that unnecessarily reduces its value

Reasonable inspection of a product will not by itself prevent a valid return where applicable law permits the return.

10. Return Shipping

For approved damaged, defective, materially misdescribed, or incorrect-item claims, Cozalie will cover reasonable return costs where applicable law requires this or where we agree to do so.

For ordinary change-of-mind returns under our voluntary return policy, the customer is generally responsible for return shipping costs.

Please follow the return instructions provided by our support team.

We recommend using a trackable shipping method and retaining proof of postage when returning a product.

Cozalie cannot guarantee receipt of a return that is sent to an unauthorized address or without following the provided return instructions.

11. Refund Processing

Once an approved return is received, or sufficient evidence of return has been provided where applicable, we will process the refund in accordance with this policy and applicable law.

Refunds are normally issued to the original payment method wherever possible.

For ordinary approved refunds, we aim to initiate processing within approximately 5–10 business days.

After a refund is issued, the customer's bank, card issuer, digital-wallet provider, or other payment provider may require additional time before the refunded amount becomes visible.

Where UK statutory cancellation rights apply, applicable refund deadlines will take priority. Government guidance states that where goods are being returned following cancellation, reimbursement generally must be made within 14 days after receiving the goods back or receiving evidence that they have been returned, whichever occurs first.

12. Refund Method

Approved refunds will normally be returned through the same payment method used for the original transaction, unless another method is agreed or required.

Cozalie does not control additional processing times imposed by third-party banks or payment providers after a refund has been submitted.

13. Original Shipping Charges

Cozalie currently offers free standard shipping on eligible orders unless otherwise stated during checkout.

Where a customer has paid for an optional or upgraded delivery method and statutory cancellation rights apply, reimbursement of delivery costs may be limited to the cost of the least expensive standard delivery method offered, where permitted by applicable law.

14. Exchanges and Replacements

Where appropriate and inventory is available, we may offer a replacement product instead of a refund.

Depending on the circumstances, you may be required to:

• Return the original product
• Provide photographs or other evidence
• Follow additional return instructions

If a direct exchange is not available, you may be asked to return the original product and place a new order.

15. Order Cancellations Before Dispatch

If you need to cancel or modify an order before shipment, please contact us as quickly as possible.

We ask customers to contact us within 12 hours of placing an order where possible.

Because orders may enter processing or fulfilment quickly, we cannot guarantee that an order can be modified or cancelled after processing has begun.

If an order has already been dispatched, it may need to be handled as a return after delivery.

This operational 12-hour request does not remove any statutory cancellation rights that may separately apply.

16. Multiple Packages

Some orders may contain products processed through different third-party fulfilment partners.

As a result:

• Products may arrive in separate packages
• Packages may arrive on different dates
• Products may have different tracking numbers
• Return instructions may differ between products

Please contact us before returning any item so we can provide the correct instructions for the particular product.

17. International Customers

Cozalie serves customers in the United States and supported international destinations.

Return and consumer-protection rights vary between countries and regions.

Nothing in this Return & Refund Policy is intended to remove or restrict mandatory rights available under applicable consumer law.

Where applicable local law gives a customer greater protection than this policy, those mandatory legal rights will take priority.

Customers may also be responsible for complying with applicable customs or import/export requirements when returning an international order.

18. Refused or Undeliverable Packages

If a shipment is returned because:

• The delivery address provided was incorrect or incomplete
• Delivery was repeatedly attempted but could not be completed
• The package was not collected
• The customer refused delivery without arranging a return with us

please contact our support team.

We will review the circumstances and determine the appropriate resolution in accordance with this policy and applicable consumer law.

Any deduction for additional costs will only be made where permitted by applicable law.

19. Our 90-Day Product Warranty

Certain eligible Cozalie products are also covered by our separate 90-Day Product Warranty.

The warranty is separate from this Return & Refund Policy and does not replace statutory consumer rights.

Please review our Warranty Policy for complete details regarding qualifying defects and warranty claims.

20. Contact & Business Information

For returns, refunds, order cancellations, damaged products, warranty questions, or other customer-service matters, please contact us:

Business Name: Cozalie
Operated by: Zaid Ashfaq
Business Type: Online home organization and home décor retailer
Customer Support Email: cozaliehome@gmail.com
Business/Correspondence Address: 26 Gladstone Road, KT6 5D, United Kingdom

Please note: The business/correspondence address above is not automatically the return address for products. Contact us before returning an item so we can provide the correct return instructions.

Our email inbox and online contact form are available 24/7 for submitting enquiries.

Messages are reviewed regularly, and we aim to respond as promptly as reasonably possible.

Cozalie
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