Returns & Refunds Policy

Our commitment to fair and transparent returns and refund procedures.

Last updated: January 2025

1. Overview

At Cozey Australia Pty Ltd (ACN 692 605 799, ABN 97 692 605 799), we want you to be completely satisfied with your purchase. This Returns & Refunds Policy outlines the conditions and procedures for returning products and obtaining refunds.

This policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes any rights you have under the ACL.

2. Australian Consumer Law Rights

Under the Australian Consumer Law, you are entitled to certain guarantees when purchasing goods from us. These include:

  • Goods must be of acceptable quality
  • Goods must be fit for any disclosed purpose
  • Goods must match their description
  • Goods must match any sample or demonstration model

If a product fails to meet a consumer guarantee, you may be entitled to:

  • For major failures: A replacement or refund, and compensation for any other reasonably foreseeable loss or damage
  • For minor failures: A repair within a reasonable time, or a replacement or refund if repair takes too long

3. Change of Mind Returns

While you are not entitled to a refund or exchange under the Australian Consumer Law if you simply change your mind, we offer the following change of mind policy:

3.1 Eligibility

You may request a return for change of mind if:

  • You contact us within 14 days of receiving the product
  • The product is unused, unwashed, and in its original condition
  • The product is in its original packaging with all tags attached
  • You have proof of purchase (order confirmation or receipt)

3.2 Exclusions

The following products are not eligible for change of mind returns:

  • Products that have been used, worn, or washed
  • Products with removed tags or damaged packaging
  • Personal care items or hygiene products
  • Customised or personalised items
  • Products marked as final sale or non-returnable

3.3 Return Costs

For change of mind returns, you are responsible for the cost of returning the product to us. We recommend using a tracked shipping method.

4. Faulty or Damaged Products

If you receive a product that is faulty, damaged, or does not match its description, please contact us immediately.

4.1 Reporting Issues

To report a faulty or damaged product:

  1. Contact us at contact@cozeyaustraliapty.space within 7 days of receiving the product
  2. Provide your order number and a description of the issue
  3. Include photos of the fault or damage where possible

4.2 Resolution

For products that fail to meet a consumer guarantee, we will:

  • Assess the nature and severity of the fault
  • Offer a repair, replacement, or refund as appropriate
  • Cover the cost of return shipping for faulty products

5. How to Request a Return

To initiate a return:

  1. Contact us: Email contact@cozeyaustraliapty.space with your order number and reason for return
  2. Wait for authorisation: We will review your request and provide a return authorisation if approved
  3. Package the item: Securely pack the product in its original packaging
  4. Ship the return: Send the product to the address provided in your return authorisation
  5. Receive confirmation: We will confirm receipt and process your return

Please do not send returns without first obtaining authorisation. Unauthorised returns may not be processed.

6. Refund Process

6.1 Refund Method

Refunds will be issued to the original payment method used for the purchase. Please note:

  • Credit/debit card refunds may take 5-10 business days to appear on your statement
  • Bank transfer refunds may take 3-5 business days
  • The timing depends on your financial institution

6.2 Refund Amount

For eligible returns:

  • Faulty products: Full refund including original shipping costs
  • Change of mind: Product price refunded; original shipping costs are not refunded

6.3 Processing Time

Once we receive your returned product, we will:

  • Inspect the product within 3 business days
  • Notify you of the outcome by email
  • Process the refund within 5 business days of approval

7. Exchanges

If you would like to exchange a product for a different size, colour, or style:

  1. Contact us to request an exchange
  2. Return the original product following our return process
  3. We will send you the replacement product once we receive and approve the return

Exchanges are subject to product availability. If the desired product is not available, we will offer a refund instead.

8. Cancellations

If you wish to cancel an order:

  • Before dispatch: Contact us immediately. If the order has not been dispatched, we will cancel it and issue a full refund.
  • After dispatch: The order cannot be cancelled. You may return the product once received in accordance with this policy.

9. Damaged During Shipping

If your order arrives damaged due to shipping:

  • Document the damage with photos before opening the package fully
  • Contact us within 48 hours of delivery
  • We will arrange a replacement or refund at no additional cost

10. Contact Us

For any questions about returns or refunds, please contact us:

Cozey Australia Pty Ltd
Email: contact@cozeyaustraliapty.space
Address: 38 S Wharf Dr, Docklands VIC 3008, Australia
ACN: 692 605 799
ABN: 97 692 605 799

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM (AEST/AEDT).

11. Changes to This Policy

We may update this Returns & Refunds Policy from time to time. Any changes will be posted on this page with an updated revision date. The policy in effect at the time of your purchase will apply to that transaction.