Returns & Refunds

1. Overview

Thank you for shopping with Cozy Hugs. We want you and your pet to be happy with your purchase.

This Returns & Refund Policy explains when products may be returned, how to request a return, who is responsible for return shipping, and how approved refunds are issued.

This policy applies to eligible products purchased directly from the Cozy Hugs website. Products purchased through another retailer or marketplace must generally be returned through the original seller and are subject to that seller’s return policy.

By placing an order through our website, you agree to this policy, our Terms of Service, and our Privacy Policy.

2. Return Period

You may request a return of an eligible product within 30 calendar days after the product is delivered.

A return request is considered timely when you contact us within the 30-day period. After we approve a return, the product must be shipped back within 14 calendar days unless we provide different instructions.

Returns requested after the 30-day period may be denied unless:

• The product is covered by an applicable written warranty;
• The product has a defect that was not reasonably discoverable during the return period; or
• Applicable law provides you with additional rights.

3. Return Eligibility Requirements

To qualify for a standard return, the product must generally be:

• Unused, unworn, unwashed, and free from pet hair, odors, stains, damage, or signs of use;
• In substantially the same condition in which it was received;
• Returned with its original packaging, tags, labels, manuals, accessories, and included components;
• Accompanied by a valid order number or other proof of purchase; and
• Returned only after receiving return authorization from Cozy Hugs.

We reserve the right to deny a return or reduce the refund where permitted by law if a product is returned used, damaged, incomplete, contaminated, or in a condition that materially reduces its value.

We do not charge a restocking fee for products that meet the requirements of this policy.

7. How to Request a Return

To start a return, email support@cozyhugs.com with the subject line “Return Request – Order #[Your Order Number]”.

Your message should include:

• Your full name;
• Your order number;
• The product or products you wish to return;
• The reason for the return; and
• Photographs when the product is damaged, defective, incorrect, or has another visible issue.

After reviewing your request, we will provide return instructions and, when applicable, a return authorization or prepaid shipping label.

Returns must be sent to the address provided in our return instructions. The return address may differ from the address shown on the original package.

8. Return Shipping Costs

Change-of-Mind Returns

When a return is based on preference, sizing, color, duplicate ordering, or another reason that is not caused by a Cozy Hugs error, the customer is responsible for return-shipping costs.

Original shipping and delivery charges are not refundable for a change-of-mind return, except where required by applicable law.

Cozy Hugs Errors or Product Problems

Cozy Hugs will provide a prepaid return label or reimburse reasonable return-shipping expenses when we confirm that:

• The wrong product was delivered;
• The order was incomplete;
• The product arrived damaged;
• The product has a qualifying defect; or
• The return is required because of another Cozy Hugs error.

We will not reimburse expedited, premium, or unauthorized shipping expenses unless we approved those expenses in writing before shipment.

9. Packaging and Mailing Your Return

Please package the product securely to prevent damage in transit. When possible, use the original protective packaging.

Include the return authorization or requested identifying information inside the package. Do not write directly on retail product packaging unless instructed to do so.

For customer-paid returns, we strongly recommend using a trackable shipping service and retaining the shipping receipt and tracking number until the return is completed.

Cozy Hugs is not responsible for a customer-paid return that is lost, misdirected, or damaged before reaching the authorized return location, except where applicable law provides otherwise.

10. Return Inspection

After the returned product is delivered, we will inspect it to confirm:

• Its identity and connection to the applicable order;
• Whether it was returned within the permitted period;
• Its condition and completeness;
• Whether it meets the eligibility requirements; and
• Whether the reported defect, damage, or order error can be confirmed.

We will notify you when the return has been received and whether the refund has been approved, partially approved, or denied.

If a return is denied, we will explain the reason. Where practical, you may be given the option to have the product shipped back to you at your expense.

16. Exchanges

For ordinary size, color, or preference changes, the fastest method is generally to return the eligible product for a refund and place a new order for the desired product.

We do not guarantee that a replacement size, color, design, or product will remain available while a return is being processed.

When a product is confirmed to be damaged, defective, incomplete, or incorrect, we may arrange a direct replacement or exchange when inventory is available.

If a replacement product has a different price, we will explain any additional payment or refund before completing the exchange.

17. Order Cancellations and Address Changes

To request an order cancellation or address change, contact support@cozyhugs.com as soon as possible.

We will make reasonable efforts to accommodate the request, but we cannot guarantee that an order can be canceled or changed after it enters processing, fulfillment, or shipment.

If an order has already shipped, it must generally be handled under the standard return process.

You are responsible for reviewing your order and delivery address before checkout. If a package is returned because an address was incomplete, incorrect, or undeliverable, the actual cost of reshipping may be charged before the order is sent again.

18. Refused and Unclaimed Deliveries

Refusing a delivery or failing to collect a package does not automatically cancel the order or guarantee a full refund.

If an unclaimed or refused package is returned to us, we will review it under this policy. Where permitted by law, actual return-carrier charges or other nonrefundable delivery expenses may be deducted when the refusal was not caused by damage, an incorrect product, or another Cozy Hugs error.

19. Missing or Stolen Packages

If tracking shows that a package has not been delivered, contact us so we can review the shipment and, when appropriate, open a carrier investigation.

If tracking shows that a package was delivered but you cannot locate it, please:

• Confirm the delivery address shown on your order;
• Check entrances, porches, mailrooms, parcel lockers, and other safe locations;
• Ask household members, neighbors, building staff, or reception personnel whether they accepted it;
• Allow a short period for an early delivery scan to update; and
• Contact the delivery carrier when appropriate.

Report a missing delivery to us promptly. We will review available tracking information and cooperate with reasonable carrier investigations. Replacement or refund eligibility will depend on the investigation, the circumstances of delivery, and applicable law.

20. Manufacturer Warranties

Some products may include a separate manufacturer warranty. A manufacturer warranty is governed by its own terms and may require a claim to be submitted directly to the manufacturer.

We will provide reasonable proof-of-purchase information when available. A manufacturer warranty does not reduce any right you may have against Cozy Hugs under applicable consumer law.