Refund policy

Effective Date: July 28, 2026

Welcome to CozyPawsHub.store. Our mission is to provide thoughtfully designed pet comfort products that help cats and dogs enjoy a safer, more relaxing, and happier home. Inspired by a Modern Japandi philosophy, we value simplicity, quality, honesty, and customer satisfaction.

We understand that shopping online requires trust. For that reason, we have created this Return & Refund Policy to clearly explain your rights, responsibilities, and the procedures for requesting a return, exchange, replacement, or refund.

By placing an order through CozyPawsHub.store, you acknowledge that you have read, understood, and agreed to the terms outlined below.

Our Commitment

Customer satisfaction is one of our highest priorities. While we strive to ensure every order arrives exactly as expected, we recognize that circumstances may occasionally require a return or refund.

Our customer support team is committed to resolving every request fairly, professionally, and as quickly as possible.

Whenever possible, we will work with you to provide the most suitable solution, including:

  • Product replacement
  • Store credit
  • Partial refund
  • Full refund
  • Return authorization

The solution offered depends on the nature of the issue and the condition of the product.

30-Day Return Policy

Customers may request a return within 30 calendar days after the product has been successfully delivered.

After this period has expired, we may be unable to process a return unless required by applicable consumer protection laws.

To qualify for a return, the product should meet the following conditions:

  • Unused or only minimally used
  • Clean and hygienic
  • Free from intentional damage
  • Returned with original packaging whenever possible
  • Includes all accessories and components originally supplied

Products returned in unacceptable condition may not qualify for a full refund.

Eligible Return Reasons

We gladly accept eligible return requests for situations including but not limited to:

  • You received the wrong product.
  • The item arrived damaged during shipping.
  • The product has a manufacturing defect.
  • The item differs significantly from its description.
  • Important components are missing.
  • The size received is different from the one ordered.
  • The product arrived in unusable condition.
  • You changed your mind within the eligible return period.

Each request is reviewed individually to ensure a fair outcome.

Non-Returnable Items

For hygiene, safety, and product integrity reasons, certain items cannot be returned once opened or used unless they are defective.

Examples may include:

  • Personalized products
  • Custom-made products
  • Gift cards
  • Clearance or final sale items
  • Products intentionally damaged after delivery
  • Items missing significant components
  • Products contaminated by improper use
  • Products returned without prior authorization when authorization is required

If you are uncertain whether your item qualifies, please contact our support team before returning it.

Condition of Returned Products

Returned products should be received in a condition that allows our quality control team to inspect them.

Minor inspection marks are generally acceptable.

However, returns may be rejected if products show:

  • Excessive wear
  • Heavy pet hair
  • Strong odors
  • Liquid damage
  • Stains
  • Broken components caused by misuse
  • Unauthorized modifications

If a returned item does not meet our return standards, it may be shipped back to the customer.

Damaged or Defective Products

If your order arrives damaged, defective, or unusable, please notify us as soon as possible.

To help us investigate efficiently, we may request:

  • Order number
  • Description of the issue
  • Clear photographs
  • Short video showing the problem
  • Photos of packaging
  • Shipping label

Providing complete information allows us to resolve your request much faster.

Depending on the situation, we may offer:

  • Free replacement
  • Partial refund
  • Full refund
  • Alternative product

Customers are not normally required to return severely damaged products unless specifically requested.

Incorrect Orders

If you receive an incorrect item, please contact us immediately.

Once verified, we will arrange an appropriate solution, which may include:

  • Shipping the correct product
  • Replacement
  • Refund
  • Return instructions

We aim to correct fulfilment errors promptly and with minimal inconvenience.

Change of Mind Returns

We understand that preferences sometimes change.

If you decide you no longer want your purchase, you may request a return within our 30-day return period.

Customers returning products due to personal preference may be responsible for return shipping costs unless otherwise stated during promotional events.

Returned products must remain in clean, resalable condition.

Return Authorization

Before returning any product, customers should contact our Customer Support Team.

Our support team will provide:

  • Return instructions
  • Return authorization (if applicable)
  • Return address
  • Packaging recommendations
  • Additional guidance

Returns sent without contacting us first may experience processing delays.

Return Shipping

Customers are encouraged to package returned products carefully to prevent transit damage.

Depending on the reason for the return:

If the error was ours:

  • Wrong item shipped
  • Manufacturing defect
  • Shipping damage

We may cover the return shipping costs where appropriate.

If the return is due to customer preference, customers are generally responsible for return shipping expenses.

Shipping charges originally paid are typically non-refundable unless required by law or caused by our error.

Refund Processing

Once your returned product is received, our quality inspection team will begin evaluating it.

Inspection generally includes:

  • Product condition
  • Accessories
  • Packaging
  • Original order verification

Most inspections are completed within several business days.

After approval, refunds are processed using the original payment method whenever possible.

Processing time depends on your payment provider and financial institution.

Partial Refunds

Certain situations may qualify for a partial refund rather than a full refund.

Examples include:

  • Minor cosmetic wear
  • Missing original packaging
  • Missing accessories
  • Customer-caused damage
  • Excessive use before return

Each case is reviewed individually.

Late or Missing Refunds

If your refund has been approved but has not yet appeared:

Please first:

  • Check your bank account.
  • Review your payment method.
  • Contact your credit card provider.
  • Contact your bank.

Financial institutions sometimes require additional processing time.

If you still have not received your refund after reasonable processing time, please contact our Customer Support Team.

Exchanges

We are happy to assist with exchanges whenever possible.

Exchanges may be available for:

  • Incorrect size
  • Defective products
  • Shipping damage
  • Wrong colour received
  • Incorrect product received

Availability depends on current inventory.

If the requested replacement is unavailable, alternative options may include:

  • Similar product
  • Store credit
  • Refund

Cancellations

Orders may be cancelled before processing or shipment.

Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible.

If cancellation is unavailable, customers may request a return after delivery under this policy.

Refused Deliveries

Packages refused without prior communication may incur additional shipping or handling costs.

If a package is returned because:

  • Incorrect address
  • Failed delivery attempts
  • Customer refusal

Any refund may be reduced by applicable shipping and handling expenses.

Lost Packages

If your package appears lost during transit, please contact us promptly.

We will work with the shipping carrier to investigate the shipment.

If the package is confirmed lost, we may offer:

  • Replacement shipment
  • Store credit
  • Refund

Resolution depends on the carrier investigation.

Hygiene and Pet Safety

Because our products are designed for pets, maintaining hygiene is extremely important.

For this reason, products showing significant signs of pet use may not qualify for resale and therefore may not qualify for a full refund.

We appreciate your understanding as this policy helps protect all customers and their pets.

Abuse of Return Policy

To maintain fairness for all customers, CozyPawsHub.store reserves the right to refuse returns involving:

  • Fraudulent claims
  • Repeated abuse
  • Intentional damage
  • False delivery claims
  • Excessive return activity
  • Unauthorized resale purchases

These measures help us continue offering high-quality service to genuine customers.

Consumer Rights

Nothing contained within this Return & Refund Policy limits any statutory rights available under applicable consumer protection laws.

Where local legislation provides greater protection than this policy, the applicable legal requirements shall prevail.

Policy Updates

We may revise this Return & Refund Policy periodically to reflect:

  • Operational improvements
  • Legal requirements
  • Product updates
  • Customer service enhancements

The latest version will always be published on CozyPawsHub.store.

Continued use of our website after updates constitutes acceptance of the revised policy.

Contact Us

If you have any questions regarding returns, refunds, exchanges, or damaged products, our Customer Support Team will be happy to assist.

CozyPawsHub.store

Email: support@CozyPawsHub.store

Phone: (416) 937-0599

Business Address:
2077 Sainte-Catherine St. West
Montreal, Quebec H3H 1M6
Canada

We appreciate your trust in CozyPawsHub.store and remain committed to providing comfortable, thoughtfully designed products and a shopping experience that reflects the calm, reliable values of our Modern Japandi-inspired brand.