Effective Date: December 27, 2024
At CozyClay, customer satisfaction is our top priority. We understand that sometimes things don’t go as planned, and we’re here to help. This Return Policy explains the conditions under which returns and replacements are accepted, and how you can initiate the process.
1. Items Eligible for Return
We accept returns for the following:
- Damaged Items: If your item arrives damaged or defective due to manufacturing or shipping issues.
- Incorrect Items: If you receive an item different from what you ordered.
Note: The product displayed on the website may vary slightly from the actual product.
2. Conditions for Return
To be eligible for a return or replacement, the item must meet the following criteria:
- The request must be made within 48 hours of delivery.
- You will need to provide an unboxing video of the product.
- The item must be unused and in its original packaging.
- Proof of purchase (order number or receipt) is required.
- For damaged or defective items, clear photos of the issue must be provided.
Note: Custom-made ceramic products and clearance sale items are non-returnable unless they are damaged or defective.
3. Steps to Initiate a Return or Replacement
If your order meets the eligibility criteria, follow these steps:
- Contact Us: Email us at shop@cozyclay.in with the following information:
- Your order number
- A brief description of the issue
- Photos of the item and video of the unboxing (if damaged or incorrect)
- Approval: Our team will review your request and respond within 2 business days.
- Return Shipping:
- For damaged or incorrect items: We will arrange a return shipping label at no cost to you.
- For other eligible returns: You are responsible for the return shipping costs.
- Refund: Once the returned item is received and inspected, we will:
- Issue a refund to your original payment method (processing times may vary).
4. Non-Returnable Items
The following items are not eligible for return:
- Custom or personalized ceramic items.
- Items purchased during clearance sales.
- Items damaged due to improper use or negligence.
5. Refunds
Approved refunds will be processed within 5-7 business days after we receive the returned item. Refunds will be credited to the original payment method. Processing times may vary depending on your bank or payment provider.
6. Questions?
If you have any questions or need further assistance, please don’t hesitate to contact us:
- Email: shop@cozyclay.in
We appreciate your understanding and thank you for choosing CozyClay!