Returns & Exchanges

At Cozy Concept, we want you and your pets to be 100% satisfied with your purchase. If a product doesn't perfectly fit or meet your expectations, we are here to make the return and exchange process as smooth as possible.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return or an exchange. To be eligible for a return, the product must meet the following criteria:

  • The item must be in brand-new, unused, and resaleable condition.
  • It must be free of pet hair, odor, stains, or signs of wear.
  • It must remain in its original packaging with all product tags, labels, and accessories attached.

2. Non-Returnable and Final Sale Items

For health, safety, and hygiene reasons, the following items cannot be returned or exchanged:

  • Personal Pet Hygiene Items: Pet toothbrushes, grooming brushes, opened supplements, pet diapers, and potty pads.
  • Final Sale/Clearance Items: Any item marked as "Final Sale" or purchased during a clearance event.
  • Customized/Personalized Products: Items featuring custom engraving or tailored embroidery.

3. Return Shipping Costs

  • Customer Responsibility: If you are returning an item due to personal preferences (e.g., changed your mind, item does not fit your pet, color differs from expectation), the customer is responsible for the return shipping fees.
  • Cozy Concept Responsibility: If the product arrives defective, damaged, or incorrect (wrong size/color sent by our warehouse), Cozy Concept will provide a pre-paid return shipping label, and we will cover all associated costs.

4. How to Start a Return or Exchange

  1. Submit a Request: Email our customer support team at support@cozy-concept.com with your Order Number and the name of the item(s) you wish to return/exchange. If the item is damaged, please attach clear photos.
  2. Receive Instructions: Our team will review your request within 1–2 business days and send you the exact return shipping address and guidelines.
  3. Pack and Ship: Pack the item securely in its original packaging and mail it back using a trackable shipping service. We highly recommend keeping your tracking receipt.

5. Refunds & Processing Time

Once your return package is received at our fulfillment warehouse, our team will inspect the item within 2 business days to confirm its condition.

Upon approval, your refund will be automatically processed back to your original method of payment (e.g., Credit Card, PayPal, Apple Pay). Please note that it typically takes 3–7 business days for your bank or credit card company to post the refund to your account. Original shipping fees are non-refundable.

Last Updated: June 2026