Refund policy

Return & Refund Policy

Last updated: October 16, 2026

At CozyHaven, we want you to feel comfortable with every purchase. If something isn't right, we're here to help. Please review our return and refund policy below before requesting a return.

1. Return Eligibility

You may request a return within 30 days of receiving your order, provided that the item meets the following conditions:

  • The item is unused, in its original condition, and returned with its original packaging, tags, and accessories where applicable.

  • You can provide your order number or proof of purchase.

  • The item is not listed as non-returnable under the exclusions below.

To help ensure a smooth return process, please contact us before sending any item back.

2. Items That Cannot Be Returned

For hygiene, safety, or product-specific reasons, certain items may not be eligible for return unless they arrive damaged, defective, incorrect, or applicable law requires otherwise.

Examples may include:

  • Personalized or custom-made items.

  • Items marked as final sale or non-returnable before purchase.

  • Used pet products or other hygiene-sensitive items that cannot reasonably be resold.

  • Items damaged through misuse, improper care, or normal wear and tear.

Any applicable exclusions will be disclosed on the product page or at the time of purchase.

3. How to Request a Return

To start a return, please contact us through our Contact Us page or the customer support email listed on our website.

Please include:

  • Your order number.

  • The item you would like to return.

  • The reason for the return.

  • Photos, if the item is damaged, defective, or incorrect.

Our team will review your request and provide return instructions, including the appropriate return address if your request is approved.

Please do not send items back before receiving return instructions.

4. Return Shipping Costs

For returns due to a change of mind, an incorrect selection, or other reasons unrelated to a product defect, the customer is responsible for return shipping costs unless otherwise stated in our offer or required by applicable law.

If an item arrives damaged, defective, or incorrect, please contact us before returning it. We will review the issue and explain the available resolution, including any applicable return shipping arrangements.

Original shipping charges, expedited shipping fees, and other fees may not be refundable unless required by applicable law or stated otherwise at the time of purchase.

5. Damaged, Defective, or Incorrect Items

We want you to receive your order in good condition. If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

Include your order number and clear photos of the item and its packaging, where relevant. After reviewing the information, we will explain the next steps, which may include a replacement, refund, or return.

Please keep the item and its packaging until we advise you how to proceed.

6. Refunds

Once your approved return has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will generally be issued to the original payment method. The time it takes for the funds to appear in your account depends on your payment provider or financial institution.

If your refund has not appeared after the processing timeframe provided by your payment provider, please contact us for assistance.

7. Exchanges

If you would like a different size, color, or item, please contact us to check availability.

Exchanges are subject to stock availability. If an exchange is not available, we may offer a return and refund in accordance with this policy.

8. Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible after placing it.

We cannot guarantee cancellation or changes once an order has entered processing or has been shipped. If the order has already shipped, you may need to follow the return procedure described above.

9. Late, Missing, or Lost Packages

If your package is delayed or appears to be missing, please check your tracking information and allow time for carrier updates.

If the package still has not arrived within the estimated delivery timeframe, contact us with your order number so we can help review the situation.

Any refund or replacement for a lost shipment will be handled based on the circumstances, carrier information, and applicable law.

10. Contact Us

If you have questions about returns or refunds, please contact us through our website's Contact Us page or the customer support email listed on our website.

Please include your order number whenever possible so we can assist you more efficiently.

Thank you for shopping with CozyHaven.

CozyHaven — A Little More Comfort, Every Day.