Return & Refund Policy

1. Return Window

Return requests must be submitted within 14 days of delivery.

Items returned after 14 days may not be accepted unless required by applicable law or expressly approved by us.

2. Eligibility for Returns

To be eligible for a return, the item must:

Be unused and in its original condition
Include original packaging, tags, accessories, manuals, and included items where applicable
Be accompanied by proof of purchase, such as an order number, receipt, or confirmation email

3. Non-Returnable Items

Returns or refunds may be refused for items that are not eligible, including where applicable:

Used, damaged, washed, worn, or altered items not caused by us
Items returned after the applicable return window
Personalized or custom-made items
Final sale items clearly marked as non-returnable where permitted by law
Gift cards or digital products where applicable
Items missing original packaging, accessories, or proof of purchase
Items not suitable for return for hygiene or safety reasons once opened, where applicable

This section does not limit any mandatory rights you may have under applicable consumer law.

4. How to Request a Return

To request a return, email us at support@cozynestory.com with:

Your order number
Your full name
The item you want to return
The reason for the return
Photos if the item is damaged, defective, or incorrect

If your return is approved, we will provide return instructions. Please do not send any item back without authorization.

5. Return Shipping Costs

Unless the item is defective, damaged, incorrect, or applicable law requires otherwise, customers are responsible for return shipping costs.

We recommend using a trackable shipping service for your protection.

6. Restocking Fee

We do not charge a restocking fee for approved returns.

7. Return Address

If your return is approved, return instructions will be provided by email.

Authorized returns may be sent to:

Cozynestory
3500 Warwick Dr APT 27
Lexington, KY 40517
United States

Please contact us before returning any item so we can confirm the return is eligible and provide the correct instructions.

8. Exchanges

We do not currently offer direct exchanges.

If you would like a different item, size, color, or variation, you may return the original item under this policy if eligible and place a new order.

9. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@cozynestory.com with your order number and clear photos where available.

If the issue is confirmed, we will provide an appropriate solution, which may include a replacement, refund, or other remedy required by law.

10. Refunds

Once we receive and inspect the returned item, we will notify you whether your refund is approved.

Approved refunds are typically processed within 5–10 business days after approval. Your bank, card issuer, or payment provider may take additional time to post the refund to your account.

Refunds are issued to the original payment method used at checkout unless otherwise required by law.

11. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@cozynestory.com.

If the order has not yet been processed or shipped, we will do our best to cancel it. If the order has already been processed or shipped, the return process will apply after delivery, subject to this policy.

12. Contact Information

Brand Name: Cozynestory
Email: support@cozynestory.com
Phone: +1 502-530-5530
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (MST)
Address: 3500 Warwick Dr APT 27, Lexington, KY 40517, United States