Refund policy

Return & Refund Policy

Last Updated: September 17, 2026

At Hello Cozy, we want you to be happy with your purchase. Because some of our products are fulfilled and shipped directly by our third-party distributors and fulfillment partners, certain return procedures may vary by product.

Returns

We accept eligible returns within 14 days of delivery.

To be eligible for a return, the item must:

Be unused and unworn.
Be in its original condition and packaging, when applicable.
Include any original tags or accessories.
Not be a final-sale or non-returnable item.

Some products may have additional return requirements established by the distributor or manufacturer.

Items That Cannot Be Returned

Certain items may not be eligible for return, including:

Final-sale items.
Personalized or customized products.
Gift cards.
Items that have been used, worn, washed, or damaged after delivery.
Products that cannot be returned for hygiene or safety reasons.

If an item is marked final sale or otherwise identified as non-returnable on its product page, it is not eligible for a refund unless it arrives defective or damaged.

How to Request a Return

Please contact us at [your customer service email] within 14 days of receiving your order.

Please include:

Your order number.
The name of the item you wish to return.
The reason for the return.
Photos of the item, if it is damaged, defective, or incorrect.

Because orders may be fulfilled by different distributors, please do not send an item back to the address on the original package without first contacting us. We will provide the appropriate return instructions.

Return Shipping

Unless an item arrives damaged, defective, incorrect, or otherwise qualifies for a seller-covered return, the customer may be responsible for return shipping costs.

Original shipping charges are generally non-refundable unless the return is due to an error on our part or another circumstance where a refund of shipping is required.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Please provide your order number and clear photographs of the item and packaging. We will work with our fulfillment partner to determine the appropriate resolution, which may include a replacement, store credit, or refund.

Refunds

Once your return is received and reviewed, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process and post the refund to your account.

Exchanges

Because products may be fulfilled by different distributors, we do not guarantee direct exchanges for all items. If you need a different size, color, or product, please contact us and we will let you know what options are available.

Order Cancellations

If you need to cancel an order, contact us as soon as possible after placing it. We will make reasonable efforts to cancel the order before it is processed or shipped.

Once an order has entered processing or has been shipped by our distributor, cancellation may no longer be possible. In that situation, the order may need to be handled through our standard return process.

Refunds for Undeliverable or Returned Packages

If an order is returned to the distributor because of an incorrect address, refused delivery, or failure to claim the package, additional shipping or handling charges may apply before a refund is issued.