Refund policy

Dispatch

At Cozylow, we aim to process and dispatch your order within 24 to 48 hours after your payment has been confirmed. Delivery times vary depending on the product’s fulfilment origin (France or international) — the estimated delivery time is shown on each product page.

Once your order has been dispatched, you will receive a confirmation email with a tracking number so you can follow the progress of your parcel.

Returns within 30 days

At Cozylow, you have 30 days from receipt of your order to change your mind and request a return.

This commercial 30-day returns period extends the statutory withdrawal period available to consumers.

Return conditions:

• The product must be returned in its original condition, complete and without damage resulting from use beyond what is necessary to establish its nature and characteristics.

• Where reasonably possible, the product should be returned in its original packaging.

• Return shipping costs are borne by the customer, except where the product is defective, damaged or the result of an error on our part.

• Before returning any item, we recommend contacting our customer service team so that we can provide the instructions applicable to your order.

Bulky products (XXL cat trees, cabinets and furniture)

For bulky products or items requiring specific transport arrangements, particularly products weighing more than 20 kg or with substantial dimensions, return shipping costs are borne by the customer where the return is due to a change of mind.

These costs correspond to the actual cost of return transport and may vary depending on the product and your geographical area. The applicable arrangements will be communicated to you before the return is organised.

The product must be adequately protected and packaged to prevent damage in transit. Any reduction in value resulting from excessive handling or insufficient packaging may be taken into account in accordance with applicable law.

Damaged, defective or non-conforming products

If you receive a product that is damaged, defective or does not match your order, please contact us within 30 days of receipt and provide:

• A description of the issue;

• Clear visual evidence, such as photographs or videos.

Once we have reviewed your request, we will explain the next steps.

Where a product is confirmed to be damaged, defective or non-conforming with the order, Cozylow will cover the return shipping costs.

Refunds

Once your return has been accepted, the refund will be issued to the payment method used for the original order.

Where you exercise a statutory right of withdrawal, the refund will be made within the time limits required by applicable law. We may defer the refund until we have received the product back or until you provide evidence that it has been sent, as permitted by applicable law.

For returns made under our commercial 30-day returns policy, the refund is processed after the returned product has been received and inspected.

Depending on your bank or payment method, additional processing time may be required before the refund appears in your account.

For any question or return request, please contact our customer service team at: contact@cozylow.fr