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Return, Exchange and Refund Policy

 

1. Policy Overview

This Returns and Refunds Policy applies to all furniture products purchased through our website and delivered within Australia. We aim to provide Australian consumers with clear, fair, and transparent after-sales arrangements in accordance with the Australian Consumer Law.

Delivery area: Australia-wide
Business hours: Monday to Friday, 9:00–17:00

2. Returns and Exchanges

We offer returns and refunds only and do not provide exchanges.

Furniture products are typically large in size and involve inventory allocation, logistics costs, and certain made-to-order characteristics. For these reasons, direct exchanges are not operationally feasible.

If you wish to purchase a different item, size, or style, we recommend completing a return first and then placing a new order.

These arrangements do not limit any rights available to you under Australian consumer protection laws.

3. Order Cancellation and Refunds

Orders not yet shipped

  • Orders cancelled within 48 hours of placement and before dispatch are eligible for a full refund.

Orders shipped or placed more than 48 hours ago

  • Orders cannot be cancelled once shipped or after 48 hours.

  • Customers may apply for a return after receiving the goods, subject to this policy.

4. Eligible Return Conditions

Return requests may be accepted if all of the following conditions are met:

  • The request is submitted within 30 days of receiving the item.

  • The item is unused, uninstalled, and free from obvious customer-caused damage.

  • The item is in reasonable condition suitable for resale.

  • Original packaging and accessories are retained where possible.

Special circumstances

  • If an item arrives damaged during transit or is incorrect, a full or partial refund may be offered after verification.

  • Items damaged due to improper use, installation, or handling may not be eligible for a refund.

5. Return and Refund Process

The return and refund process includes the following steps:

  • Submit a request via email as the preferred contact method.

  • Provide the order number and the reason for the return or refund.

  • Attach clear photos if the item is damaged or incorrect.

  • Requests are reviewed based on order status and eligibility.

  • If approved, return the item following the provided instructions.

  • Refunds are initiated within 3 business days after the returned item is received and verified.

6. Return Method, Labels, and Fees

  • A return shipping label is included with the original delivery package.

  • Returns due to personal preference may be subject to deductions, such as the original shipping cost.

  • Returns caused by product defects, transit damage, or incorrect items are processed at no cost to the customer.

  • Items damaged during return due to inadequate packaging may affect the refund outcome.

7. Refund Processing Time

  • Refunds are issued to the original payment method.

  • Processing times depend on banks and payment providers.

  • If a refund is not received within a reasonable timeframe, please contact us for assistance.

8. Contact Information

For questions regarding this policy or your order, please contact us during business hours:

Email (preferred): yourhelpdesk@cozygoio.com
Phone: +65 (807) 26178
Address: APT BLK 160 WOODLANDS STREET 13 #08-653, SINGAPORE 730160, SINGAPORE

This policy does not exclude or limit any non-excludable rights available to consumers under Australian law.