Refund, Return & Cancellation Policy

REFUND, RETURN & CANCELLATION POLICY — Cozy Willows

Last updated: 17/11/2025

At Cozy Willows, we aim to provide you with a smooth and satisfying shopping experience.

Please read the policy carefully before placing your order.

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✅ 1. Return & Replacement Policy

We offer replacements only, NOT refunds, in the following situations:

Eligible for Replacement:

• Product received is damaged

• Product received is defective

• Product received is incorrect/wrong item

Mandatory Conditions for Replacement:

1. Unboxing Video is compulsory

• The video must clearly show the unopened package, the product being removed from the box, and the issue.

• Without an unboxing video, replacement cannot be processed.

2. Replacement request must be raised within 48 hours

• Time counted from delivery confirmation.

3. Product must be unused, with all original packaging and accessories.

To request a replacement, email us at:

📩 rakeshdua197@gmail.com

with:

• Order ID

• Unboxing video proof

• Description of the issue

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❌ 2. What is NOT Eligible for Replacement

• No unboxing video provided

• Request made after 48 hours of delivery

• Product used, washed, damaged due to customer handling

• Size, color or “change of mind” issues

• Clearance or sale items

• Custom/personalized orders

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❌ 3. Refund Policy

We do not provide refunds under any circumstances.

This is because home-decor items are sensitive, fragile, and often misused or mishandled during returns, leading to damage.

Only replacement is available when applicable.

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🔄 4. Cancellation Policy

For Prepaid Orders

Prepaid orders cannot be cancelled once placed.

For Cash on Delivery (COD) Orders

COD orders can be cancelled before they are shipped by contacting us at:

📩 rakeshdua197@gmail.com

📞 +91 989148860

Once the order is shipped, cancellation is not possible.

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📦 5. Wrong Address / Unreachable Customer

If an order returns to us due to:

• Wrong/incomplete address

• Customer not answering the delivery calls

• Customer refusing delivery

Then:

• COD orders may be cancelled permanently

• Prepaid orders can be reshipped after paying additional shipping charges

• Refund will NOT be provided as per policy

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🌍 6. International Orders

We currently do not ship internationally.

Returns or replacements for international orders are not applicable