Refund policy

Returns & Refund Policy

Last updated: 20 September 2026

At Cozee, we want you to be completely happy with your purchase. We take pride in the quality of our products and want every Cozee experience to be a positive one.

If you have received a faulty, damaged or incorrect product, or if you have an issue with your order, please contact us and we will work with you to find an appropriate solution.

This Returns & Refund Policy explains how returns, refunds, replacements and exchanges are handled by Cozee.

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1. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law (ACL).

Our products come with consumer guarantees that cannot be excluded. If a product has a problem covered by the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the problem.

Where a product has a major problem, you may generally choose between a refund or replacement. Where a problem is minor, Cozee may first provide a repair or other appropriate remedy.

These rights apply regardless of any additional return policy we offer.

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2. Change-of-Mind Returns

If you simply change your mind about your purchase, decide you no longer want the product, order the wrong product, or no longer have a use for it, Cozee may accept a return provided the following conditions are met:

* The return request is made within 30 days of receiving your order.
* The product is unused and in its original condition.
* The product is returned with all original accessories, components and packaging where reasonably possible.
* The product has not been damaged, modified or misused.
* Proof of purchase is provided.

Change-of-mind returns are subject to approval by Cozee.

Please note: Change-of-mind returns are separate from your rights under the Australian Consumer Law. If your product is faulty, unsafe, defective or otherwise fails to meet a consumer guarantee, the conditions for a change-of-mind return do not limit your rights under the ACL.

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3. Faulty or Defective Products

We stand behind the quality of our products.

If your Cozee product develops a fault or does not work as it should, please contact us as soon as reasonably possible.

Depending on the circumstances and the nature of the problem, we may offer:

* Troubleshooting assistance;
* A repair;
* A replacement product;
* A replacement component;
* A refund; or
* Another remedy available under the Australian Consumer Law.

We may ask you to provide photographs or videos showing the issue so that we can assess the problem.

If the product needs to be returned for assessment, we will provide you with return instructions.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Cozee will handle the applicable remedy in accordance with those rights, including reasonable return costs where required.

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4. Damaged Products

If your order arrives damaged, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

* Your order number;
* Your name;
* A description of the damage; and
* Clear photographs of the product and packaging.

We may request additional information if necessary.

If the product has been damaged during delivery or has another problem covered by the Australian Consumer Law, we will work with you to provide an appropriate remedy.

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5. Incorrect Products

If you receive an item that is different from what you ordered, please contact us as soon as possible.

Please provide your:

* Order number;
* Name;
* Details of the item you ordered; and
* Details and photographs of the item you received.

If we have made an error with your order, we will arrange an appropriate solution, which may include sending the correct product or providing another remedy where applicable.

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6. How to Request a Return

To request a return, please contact us through our customer support contact details provided on the Cozee website.

Please include:

Order number:
Full name:
Reason for return:
Photos/videos (if applicable):

For faulty, damaged or incorrect products, please include photographs or video wherever possible. This can help us assess your request and resolve it faster.

Please do not send a product back to us without contacting us first, as we need to provide the appropriate return instructions.

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7. Return Shipping

Change-of-mind returns

For approved change-of-mind returns, the customer is responsible for the cost of returning the product to Cozee.

We recommend using a tracked shipping service and keeping your tracking information until your return has been processed.

Cozee is not responsible for products lost or damaged while being returned by the customer where the customer has arranged the return shipping.

Faulty, damaged or incorrect products

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Cozee will cover or reimburse reasonable return shipping costs where required.

Please keep your postage receipt as evidence of any return shipping costs.

Australian Consumer Law provides protections for consumers where products have problems, including circumstances where reasonable return costs must be reimbursed. (ACCC⁠)

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8. Refunds

Once your return has been received and assessed, we will notify you of the outcome.

If you are approved for a refund, the refund will generally be processed using the same payment method used for the original purchase, unless another arrangement is agreed between Cozee and the customer.

Please allow additional time for your bank or payment provider to process the refund after Cozee has issued it.

The timing of the funds appearing in your account can vary depending on your payment provider.

Where a refund is required under the Australian Consumer Law, Cozee will provide the applicable refund in accordance with those requirements. (ACCC⁠)

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9. Exchanges & Replacements

Where appropriate, Cozee may offer a replacement product instead of a refund.

For change-of-mind purchases, exchanges are subject to our approval and product availability.

For products with a problem covered by the Australian Consumer Law, the available remedy will depend on the circumstances and seriousness of the problem.

Where a product has a major problem, Australian Consumer Law may provide the customer with the right to choose between a refund and replacement. (ACCC⁠)

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10. Products Not Eligible for Change-of-Mind Returns

A change-of-mind return may not be accepted where the product:

* Has been used or damaged after delivery;
* Has been modified or altered;
* Is missing components or accessories;
* Has been damaged through misuse, accidental damage or failure to follow product instructions; or
* Cannot reasonably be resold in its original condition.

These exclusions apply only to our voluntary change-of-mind return policy and do not remove or limit any rights you may have under the Australian Consumer Law.

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11. Misuse or Accidental Damage

Cozee is not responsible for damage caused by:

* Misuse of the product;
* Accidental damage;
* Improper installation or use;
* Failure to follow the product’s instructions;
* Use of incompatible accessories or power supplies;
* Unauthorised modifications or repairs; or
* Normal wear and tear.

However, if you believe your product has a manufacturing fault or another problem covered by Australian Consumer Law, please contact us so we can assess the issue.

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12. Sale Items & Discounted Products

Sale and discounted products remain covered by applicable consumer guarantees under the Australian Consumer Law.

A discount or promotional price does not remove your rights if the product has a problem covered by consumer law.

However, our voluntary change-of-mind return conditions may differ for certain promotional products or clearance items, provided those conditions are clearly communicated before purchase.

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13. Gift Purchases

If a product was purchased as a gift, the original purchaser may be required to provide proof of purchase.

Refunds will generally be issued to the original payment method where applicable.

Where appropriate, Cozee may offer a replacement or store credit instead of a refund for approved change-of-mind returns.

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14. Return Assessment

Cozee may need to inspect a returned product before determining the appropriate remedy.

For faulty or defective products, assessment may include checking whether the product is functioning correctly and whether the reported problem is consistent with a manufacturing or product fault.

We will not use our assessment process to remove or restrict any rights you have under the Australian Consumer Law.

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15. Consumer Guarantees

Under Australian Consumer Law, products sold to consumers must meet certain consumer guarantees.

These include requirements that products are:

* Of acceptable quality;
* Fit for any purpose the customer made known to the seller;
* Consistent with their description;
* Safe; and
* Able to perform the functions that products of that type are normally expected to perform.

If these guarantees are not met, consumers may have rights to a repair, replacement, refund or other remedy depending on the circumstances.

Consumer guarantees are automatic and cannot be removed by a store’s refund or warranty policy. (ACCC⁠)

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16. Contact Us

If you have any questions about a return, refund, replacement or product issue, please contact the Cozee team through the contact details provided on our website.

We are always happy to help and will do our best to resolve your issue as quickly and fairly as possible.

Cozee
Email: 
Website: 

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Our Promise

At Cozee, we’re here to make your space feel calmer, warmer and more comfortable.

If something isn’t right with your order, please reach out to us. We’ll work with you to find a fair solution while respecting your rights as a customer.