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Unless a product is marked Final Sale or is otherwise excluded below, COSTCOZY accepts eligible returns requested within 30 calendar days after the order is delivered.
To qualify for a voluntary return, the product must be unused, unwashed, undamaged, and in resalable condition, with original packaging, tags, accessories, manuals, keys/locks, protective components, and proof of purchase where applicable.
For luggage, the suitcase must not have been used for travel and should be returned without travel damage, wheel wear, scratches caused after delivery, stains, odours, or missing accessories. For rugs, runners, kitchen mats, and bath mat sets, items must not have been used, washed, cut, altered, stained, soiled, or exposed to pet hair, smoke, strong odours, or other conditions that prevent resale.
The following are not eligible for voluntary return unless required by law or unless the item arrived defective, damaged, or incorrect: gift cards; personalized or custom-made products; clearly marked Final Sale items; products that have been used, washed, altered, damaged after delivery, or are missing substantial components; and hygiene-sensitive bath products after use or washing.
Before sending anything back, contact [SUPPORT EMAIL] with your order number, the item you wish to return, and the reason for the return. If approved, we will provide return instructions and the applicable return address. Returns sent without following the provided instructions may be delayed.
For voluntary returns based on change of mind, colour preference, size preference, or another reason not caused by COSTCOZY, the customer is responsible for return shipping costs. If we sent the wrong item, or an item arrived damaged or defective, COSTCOZY will provide an appropriate remedy and will cover reasonable return shipping where a return is required.
Please inspect your order promptly after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact [SUPPORT EMAIL] as soon as reasonably possible with your order number and, where helpful, photographs of the issue and packaging. We will assess the matter and provide the remedy required by applicable law, which may include replacement, repair, refund, or another appropriate solution.
Once an eligible return is received and inspected, we will notify you whether the refund is approved. Approved refunds will be issued to the original payment method. Please allow up to 10 business days after approval for COSTCOZY to process the refund; your bank or payment provider may require additional time to post it.
Original shipping charges are normally non-refundable for voluntary returns, except where required by law or where the return results from an error by COSTCOZY.
Where an exchange is available, we may offer an exchange directly or ask you to return the eligible item and place a new order. Product availability is not guaranteed.
If you need to cancel an order, contact [SUPPORT EMAIL] as soon as possible. We will try to cancel the order before it is processed or shipped, but cancellation cannot be guaranteed once fulfilment has begun.
This voluntary return policy does not limit any non-waivable rights you may have under applicable consumer-protection law. For example, British Columbia law may provide cancellation and refund rights for certain distance-sales contracts where required information is missing, a copy of the contract is not provided as required, or goods are not supplied within the time required by law.
Returns and refund questions: costcozytrading@gmail.com