Refund policy
Our guarantee
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Damaged, faulty or incorrect items
Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, contact us at cozy@cozyhub.com.au with your order number and a photo of the problem, and we'll make it right with a replacement, repair or refund. This applies to all items, including personalised and sale items, and no processing fee is charged.
Change-of-mind returns
If you change your mind, you have 30 days after receiving your item to request a return. To be eligible, the item must be in the same condition you received it – unworn or unused, with tags, in its original packaging – along with your receipt or proof of purchase.
To start a return, contact us at cozy@cozyhub.com.au. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return can't be accepted.
We can't accept change-of-mind returns for:
- personalised or custom-made items (made with your photo, names or message)
- sale items and gift cards
- digital products, once the download has been issued
- personal care goods, perishable goods and hazardous materials
Refunds
We'll let you know once we've received and inspected your return, and whether the refund is approved. For approved change-of-mind returns, the refund goes back to your original payment method, less a 15% processing fee and the original shipping cost. Please allow some time for your bank or card provider to process the refund.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
Questions
For any return question, contact us at cozy@cozyhub.com.au.