Refund policy

Refund Policy

Refund Policy
Last updated: 03/27/2026

At CozyLumy, we want you to shop with confidence.
If there is a problem with your order, we are here to help.

Please read our refund, replacement, and return policy carefully before making a purchase.

1. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.

To help us review and resolve your request as quickly as possible, please include:

  • your order number
  • a brief description of the issue
  • clear photos or videos showing the problem

If your claim is approved, we may offer one of the following, depending on the situation:

  • a replacement item
  • a partial refund
  • a full refund

We reserve the right to determine the appropriate resolution based on the nature of the issue and the evidence provided.

2. Missing Items or Missing Parts

If your order arrives with missing items or missing parts, please contact us within 30 days of delivery.

Please include:

  • your order number
  • photos of everything received
  • a description of what is missing

If the claim is verified, we may offer:

  • shipment of the missing part or item
  • partial refund
  • replacement, where appropriate

3. Orders Marked as Delivered but Not Received

If the tracking information shows that the package was delivered, but you have not received it, please contact us as soon as possible.

Before we can review the claim, we may ask you to:

  • confirm the shipping address used at checkout
  • check with household members, neighbors, or building management
  • contact your local carrier or post office
  • provide a non-delivery confirmation, if available

Please note that we may not be able to issue a refund or replacement for orders marked as delivered unless sufficient supporting evidence is provided.

4. Delayed Orders

Shipping times may vary depending on destination, customs processing, local carriers, weather conditions, and other factors outside our control.

If your order is significantly delayed, please contact us and we will review the shipment status.

Please note that delays alone do not automatically qualify for a refund, especially when the package is still in transit and tracking remains active.

5. Change-of-Mind Returns

Because our products are fulfilled through third-party logistics and international suppliers, returns for change-of-mind purchases are not automatically accepted.

If you would like to request a return for a non-defective item, please contact us within 14 days of delivery.

Any such request will be reviewed on a case-by-case basis.

If a change-of-mind return is approved:

  • the item must be unused
  • the item must be in its original condition
  • the item must be in its original packaging
  • return shipping costs may be the responsibility of the customer
  • original shipping charges are non-refundable unless otherwise stated

Please do not return any item without contacting us first and receiving return instructions.

6. Items That Are Not Eligible for Return or Refund

We do not accept returns, refunds, or exchanges in the following situations unless the item arrived damaged, defective, or incorrect:

  • the customer changed their mind after delivery
  • the customer ordered the wrong item, variant, or quantity
  • the shipping address provided at checkout was incorrect or incomplete
  • the package could not be delivered due to customer unavailability
  • the package was not collected in time from the local carrier or pickup point
  • delays caused by customs, local delivery issues, or circumstances outside our control
  • minor differences in color, texture, or appearance that do not affect the function of the product
  • minor packaging damage caused during transit that does not affect the product itself

7. Cancellations

Orders may be canceled only before they have been processed or shipped.

Once an order has been processed, prepared for shipment, or shipped, it can no longer be canceled.

If you would like to request a cancellation, please contact us as soon as possible after placing your order.

8. Return Shipping

If a return is approved for a non-defective item, the customer may be responsible for return shipping costs.

If the return is due to our error, or because the item arrived damaged, defective, or incorrect, we will review the case and determine the appropriate solution, which may include a replacement or refund without requiring the item to be returned.

In some cases, we may request that the item be returned before issuing a refund or replacement.

9. Refund Processing Time

Once your refund has been approved, please allow 5 to 10 business days for the refund to be processed back to your original payment method.

Processing times may vary depending on your bank or payment provider.

10. Chargebacks and Payment Disputes

We encourage customers to contact us first before opening a chargeback or payment dispute.

We are happy to review any issue and work toward a fair resolution.

Opening a chargeback without contacting us first may delay the resolution process.

11. Contact Us

If you need help with your order, please contact us at:

Email: info@cozylumy.com
Store Name: CozyLumy
Website: https://cozylumy.com/

Please include your order number in your message so we can assist you faster.