Refund policy
We hope you love your CozoPets products! Please note that we do not accept returns or exchanges for items that are not damaged during shipping. If your order arrives damaged or incorrect, we’ll be happy to send a replacement or exchange it at no cost to you. If you receive a damaged item, a photo is required so we can provide feedback to our shipping team and prevent future issues this must be reported within 30 days of delivery. All E-Gift Card sales are final.
How to Initiate a Return or Exchange
To initiate a return or exchange, please follow these steps:
1.Contact Customer Service: Email us at support@cozopets.shop with your order number and a detailed explanation of the issue. For damaged items, please include clear photos of the damage.
2.Receive Instructions: Our customer service team will review your request and provide you with further instructions, including whether a return shipping label will be provided.
3.Package Your Item: Ensure the item is securely packaged to prevent further damage during transit.
4.Ship Your Item: Send the item back to us following the provided instructions.
Refund Processing
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days. Shipping costs are non-refundable.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@cozopets.shop.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@cozopets.shop and we will provide further instructions.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.