Refund & Returns Policy

Effective Date: March 18, 2025

At Cozy Pocket, we prioritize customer satisfaction and ensure that all our plush toys meet high-quality standards. To maintain hygiene and product integrity, we follow a no-return policy. However, in exceptional cases, refunds may be provided under specific conditions.

1. No Returns & Exchange Policy

Due to the nature of our products, returns and exchanges are not accepted once an order has been delivered. We encourage customers to:

  • Review product details carefully before purchasing.
  • Request product images or videos for a better and informed understanding before placing an order.
  • Reach out to us for any recommendations or clarifications before making a purchase.

2. Refund & Replacement Policy – Exceptional Cases Only

Refunds and Replacements are granted only in exceptional cases, such as receiving a damaged or incorrect product. To qualify for a refund, the following conditions must be met:

a. Reporting the Issue

  • Any refund request must be reported within 48 hours of delivery.
  • Delayed complaints may not be considered for refunds.

b. Required Proof for Refunds

To verify refund claims, customers must provide:

  • An unboxing video clearly showing the package being opened.
  • Clear images of the package from all sides and the received product.

c. Refund/Replacement Processing

  • Once verified, refunds will be credited within 14 working days to the original payment method.
  • Refunds are not applicable for reasons such as change of mind or personal preferences.
  • The replacement or exchanged product will be delivered within 14 days.

3. How to Request a Refund

To submit a refund request, follow these steps:

  1. Email us at [email protected] with the subject: Refund Request – Order #[Your Order Number].
  2. Attach the required unboxing video and images of the package.
  3. Provide a brief description of the issue along with order details.
  4. Our team will review your request and respond within 3 business days.

4. Order Cancellations

  • Orders cannot be canceled once they are shipped.
  • If you need to cancel an order, please contact us within 12 hours of placing the order for assistance.

5. Need Assistance?

If you need help selecting the perfect plush toy, we are happy to provide recommendations, images, or videos before you place an order.

Email: [email protected]

Thank you for choosing Cozy Pocket! We appreciate your trust in us.