Refund policy
Welcome to CozyPlush.store. Customer satisfaction is at the heart of everything we do. Since our establishment in 2022, our goal has been to provide premium teddy bears and plush toys that bring comfort, joy, and lasting memories. We understand that shopping online requires trust, which is why we proudly offer a transparent, customer-friendly Return & Refund Policy designed to make every purchase completely worry-free.
By placing an order through CozyPlush.store, you agree to the policies described below.
1. Our 30-Day Satisfaction Guarantee
We proudly offer FREE returns and refunds within 30 days of receiving your order.
If your purchase does not meet your expectations for any reason, simply contact our customer support team within 30 days after delivery. We will guide you through the return process and work toward the best possible resolution.
Our goal is not simply to complete a transaction—we want every customer to enjoy a positive shopping experience.
2. Eligible Return Reasons
Returns may be accepted for, but are not limited to, the following situations:
- You received the wrong item.
- The product arrived damaged during shipping.
- The product has a manufacturing defect.
- The item is significantly different from its description.
- The plush toy arrived with missing parts.
- You changed your mind within the return period.
- You are not satisfied with the product.
We strive to keep our return process simple and customer-focused.
3. Return Window
Customers have 30 calendar days from the date the package is successfully delivered to request a return or refund.
Requests submitted after the 30-day period may not qualify unless required by applicable consumer protection laws.
4. Product Condition
Returned products should preferably be:
- Clean
- Undamaged
- Free from unusual odors
- In their original condition
- Returned with original packaging whenever possible
However, we understand that customers may inspect or briefly test products. Reasonable handling will not automatically disqualify a return.
5. Free Returns
CozyPlush.store proudly provides FREE return service for eligible orders.
If your return qualifies under this policy, we will provide return instructions and, where applicable, a prepaid return solution or reimbursement for approved return shipping costs.
Customers should never return products without first contacting our support team.
6. How to Start a Return
To begin a return, please email:
Include:
- Full Name
- Order Number
- Email Address
- Reason for Return
- Photos (if item is damaged or incorrect)
Our customer support team normally responds within 24 business hours.
7. Damaged or Defective Products
If your package arrives damaged, please contact us immediately.
Please include:
- Clear photos of the package
- Photos of the product
- Description of the issue
Depending on the situation, we may offer:
- Full refund
- Free replacement
- Partial refund
- Store credit
In many cases, customers may not need to return damaged merchandise.
8. Incorrect Orders
If you receive the wrong plush toy or incorrect size, color, or variation, we sincerely apologize.
Once verified, we will promptly arrange one of the following:
- Replacement shipment
- Full refund
- Alternative solution based on customer preference
Any additional shipping costs caused by our mistake will be covered by CozyPlush.store.
9. Lost Packages
If tracking shows no movement for an unusual period or the carrier confirms the package is lost, please contact us.
After verification, we may provide:
- Replacement shipment
- Full refund
We are committed to ensuring every customer receives their purchase.
10. Refused Deliveries
If a package is refused without prior authorization or due to incorrect shipping information provided by the customer, additional fees charged by the carrier may be deducted from the refund when applicable.
11. Exchanges
We gladly assist customers who wish to exchange products.
Common exchange requests include:
- Different size
- Different color
- Different teddy bear design
- Alternative plush toy
Exchange availability depends on inventory at the time of processing.
12. Refund Processing
Once your returned item or refund request has been approved, refunds are generally processed within 5–10 business days.
Actual posting times depend on your payment provider.
Refunds are issued using the original payment method whenever possible.
13. Non-Returnable Items
For hygiene or safety reasons, certain customized or personalized products may not qualify for return unless defective.
Any exceptions will be clearly indicated on the product page before purchase.
14. Order Cancellation
Orders may be cancelled before shipment.
If your order has not entered fulfillment, a full refund will be issued.
If the order has already shipped, our standard Return Policy will apply.
15. Late or Missing Refunds
If you have not received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank.
Processing times vary among financial institutions.
If additional assistance is required, please contact our support team.
16. Fraud Prevention
To protect customers and maintain fair business practices, CozyPlush.store reserves the right to deny returns involving:
- Fraudulent activity
- Abuse of return privileges
- Excessive return patterns
- Intentional product damage
These situations are rare, and honest customers are never affected.
17. Customer Satisfaction
Customer happiness remains our highest priority.
If something isn't right, we encourage you to contact us before leaving negative feedback. Our support team will always work toward a fair and satisfactory solution.
18. Contact Information
CozyPlush.store
1200 Rue Stanley
Montréal, QC H3B 2S8
Canada
Phone: (416) 366-8667
Email: support@CozyPlush.store
Business Hours:
Monday–Friday: 9:00 AM–6:00 PM (EST)
Saturday: 10:00 AM–4:00 PM (EST)
Sunday: Closed
Thank you for shopping with CozyPlush.store. Your trust means everything to us, and we are committed to delivering exceptional products, dependable service, and a worry-free shopping experience every step of the way.