Return & Refund Policy

Effective Date: May 14, 2025

At CozyTail, we want you—and your pet—to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may return it in accordance with the policy below.

1. Right of Withdrawal (EU 14-Day Policy)

As a customer based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To qualify:

• The item must be unused, unwashed, and in its original condition and packaging.

• You must notify us by email at support@cozytail.com within the 14-day period.

• Return shipping costs are the responsibility of the customer, unless the product is faulty or incorrect.

2. How to Initiate a Return

To start a return:

1. Email us at support@cozytail.com with your order number and reason for return.

2. We'll confirm your eligibility and provide return instructions.

3. Package your item securely and send it to the address provided.

4. Once we receive and inspect the return, we’ll issue a refund (or exchange) within 7 business days.

3. Refunds

• Refunds are issued to the original payment method.

• We will refund the product price, including the original shipping fee (if applicable under EU law).

• Return shipping costs are not refunded unless the return is due to an error on our part (e.g., wrong item, defect).

4. Damaged or Defective Items

If your product arrives damaged, defective, or incorrect:

• Contact us within 48 hours of delivery at support@cozytail.com.

• Include photos and a description of the issue.

• We will send a replacement or process a full refund at no extra cost to you.

5. Non-Returnable Items

The following items are not eligible for return:

• Customized or personalized pet products

• Gift cards

• Items marked as Final Sale

6. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please return the item and place a new order.

7. Contact Us

If you have any questions about this policy, please contact our support team:
📧 support@cozytail.com