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Returns & Refunds
At CozyWinterCloset, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to assist with returns and refunds. Below, you will find a clear and detailed explanation of our return and refund process, including instructions for different scenarios such as receiving faulty items, wrong products, or cancellations.
1. General Return Policy
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Return Window: You may return eligible items within 30 days of receiving your order. The item must be unused, in its original packaging, and with all tags attached.
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Non-Returnable Items: Certain items, such as final sale items, gift cards, and intimate apparel (e.g., undergarments), cannot be returned.
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Return Shipping: For returns due to reasons such as wrong size, change of mind, or other non-faulty reasons, the customer is responsible for return shipping costs. If the return is due to a faulty item or error on our part, we will cover the return shipping fees.
2. Return Process for Different Scenarios
A. Faulty, Damaged, or Defective Items
If you received an item that is damaged, defective, or faulty upon arrival, please follow these steps:
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Contact Us: Email us at [email protected] within 7 days of receiving the item. Include your order number, a brief description of the issue, and photos showing the defect or damage.
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Approval: Our customer service team will review your request and provide instructions for returning the item. We will cover the return shipping cost.
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Return the Item: Once approved, ship the item back to us using the provided return label.
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Refund or Replacement: Upon receiving the item, we will inspect it. If the defect or damage is confirmed, we will issue a full refund or send a replacement item at no extra cost.
B. Incorrect Item Received
If you received the wrong item (e.g., different size, color, or product):
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Contact Us: Email [email protected] within 7 days of receiving the item, providing your order number, a photo of the incorrect item, and any additional details.
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Approval: Our team will review your request and provide a return shipping label.
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Return the Item: Send the incorrect item back to us using the provided label.
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Correct Item Shipment: Once we receive the incorrect item, we will ship the correct item to you at no additional cost.
C. Item Not Delivered
If your order has not arrived within the estimated delivery time, please take the following steps:
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Check Tracking: Ensure that you have tracked your order using the tracking number provided in your shipping confirmation email.
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Contact Us: If the tracking shows no delivery after the expected timeframe, email [email protected] with your order number. We will investigate with the shipping carrier.
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Lost Package: If the package is deemed lost, we will either issue a full refund or send a replacement item, based on your preference.
D. Cancellations
If you wish to cancel your order after placing it, follow these guidelines:
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Pre-Shipment Cancellation: If the order has not yet shipped, you may cancel the order for a full refund. Email [email protected] as soon as possible with your order number to request a cancellation.
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Post-Shipment Cancellation: If your order has already shipped, you will need to wait until the item arrives. Once received, follow the return process to send it back for a refund (note that return shipping fees may apply).
3. Refund Process
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Refund Method: Refunds will be processed back to the original payment method (e.g., credit card, PayPal). Please allow 5-7 business days for the refund to appear in your account after it is processed.
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Refund for Shipping Costs: If the return is due to our error (e.g., faulty or incorrect items), we will also refund any original shipping costs you paid.
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Partial Refunds: In some cases, only partial refunds may be granted if the returned item shows signs of use, wear, or damage beyond what is necessary to inspect the item.
4. How to Start a Return or Refund Request
To initiate a return or refund, follow these steps:
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Contact Customer Service: Email [email protected] with your order number, details of the issue, and any necessary photos if applicable.
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Follow Return Instructions: Our team will guide you through the return process and provide you with any necessary shipping labels.
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Send Back the Item: Use the provided label (if applicable) or choose a shipping method to return the item to us.
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Refund Issuance: Once we receive and inspect your returned item, we will process your refund according to the conditions outlined above.
5. Contact Us
If you have any questions regarding our returns and refunds process, please don’t hesitate to reach out to us at:
EMAIL: [email protected]
ADDRESS: 820 South St, Philadelphia, PA 19147, United States
Our team is here to assist you and ensure a smooth return experience.
COZYWINTERCLOSET.COM
EMAIL: [email protected]
ADDRESS: 820 South St, Philadelphia, PA 19147, United States
CUSTOMER SERVICES:
Mon - Sat: 8:00 AM – 5:00 PM (UTC-5)
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