Applies To
Returns and Refunds
What This Article Covers
This guide explains how to complete the customer task described in “Products purchased on Cozyla.com.”
Before You Start
- Make sure your Cozyla device is powered on.
- Make sure your device is connected to Wi-Fi when the task requires online access.
- Make sure you can access any third-party account, app, or service used in this guide.
- If your screen does not match this guide, update the relevant Cozyla app or device software where applicable.
Steps
If you’ve purchased Cozyla products directly from us and wish for a refund, please visit our Return Center and get a pre-paid shipping label.
There are a few important things to keep in mind when returning a product you purchased from Cozyla:
- You can return your purchase within 30 days of delivery.
- Because of the size and weight of our products, we do not offer a refund for the cost of returns. The refund is equivalent to the order amount minus return label fee and other fees if applicable.
- Only items that have been purchased directly from cozyla.com can be returned to Cozyla. Cozyla products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
- Please ensure that the item you're returning is saleable and repackaged with all the cords, adapters and documentation that were included when you received it.
- Currently we can only provide pre-paid shipping labels to customers located in the continental United States.
For the holiday season, eligible items purchased between November 1 and December 25 can be returned within 120 days of delivery**.**
Note: Items must be returned in their original packaging, undamaged, and complete. Incomplete returns may be subject to a partial refund. Make sure the device is performed a factory reset before returning. If we receive a returned item with missing parts, active Google account, PIN, or password, a handling fee will be applied. This fee covers the costs associated with processing incomplete returns and ensuring all components are accounted for.
Upon your order arrives at our return address and its condition is approved for restocking, we’ll send you a message that we are currently processing your return and will initiate a refund to your original payment method.
Damage, loss, or theft issues
- If the purchased product is faulty, reach out to us within 7 days of the delivery date for free return. Over 7 days, you will need to pay for the shipping costs to return the product to us.
- If the purchased product is lost or theft, Please collect evidence and contact the carrier (shipping company) immediately to report the missing package and initiate a search; however, you can also reach out to us and discuss potential replacement options.
Items marked “Clearance”, "Open-Box" or "Refurbished" are not eligible for return or exchange unless they're defective or flawed.
What items and exceptions are non-refundable?
- Shipping, return shipping labels, handling fees if applied.
- Items that do not have the original packaging including boxes or foam inserts.
- Gift cards and store credits.
- Items marked “Clearance”, "Open-Box" or "Final Sale" unless they're defective or flawed.
Expected Result
The customer understands the return/refund path for orders purchased on Cozyla.com.
Troubleshooting
- Do not approve or deny exceptions from this article alone.
- Escalate unclear coverage, purchase-channel, or policy exceptions to the approved Cozyla Support owner.
Contact Cozyla Support
If the issue continues, contact Cozyla Support and include:
- Your Cozyla SN.
- The app or feature you were using.
- The email address or account type involved, if relevant.
- A brief description of what happened and what you expected to happen.
- A photo, screenshot, or short video of the issue if it is safe and relevant.