Refund policy
Refund Policy
We love our customers and want you to be happy with every CozyTravel purchase. We understand the difficulties of shopping online and will always provide top notch service so you enjoy shopping with us.
Return Policy
CozyTravel does not accept returns, exchanges, or refunds for change of mind, incorrect selection, sizing, colour preference, or any other non-defect reason.
Refunds are issued only when an item arrives damaged or defective, and only when the claim is reported within the time frame below.
Damaged Items — Same Day Reporting Required
If your item arrives damaged or defective, you must email novared.support@atomicmail.io on the same calendar day the package is delivered.
Claims submitted after the day of delivery cannot be accepted under any circumstances. We use the timestamp information from the tracking link and the carrier's delivery confirmation to verify the delivery date when reviewing all damage claims.
Your email must include:
- Your order number
- Clear photos of the damaged item
- Clear photos of the original packaging as it arrived
Claims without photographic evidence cannot be processed.
Conditions
To qualify for a damage refund:
- All original packaging must be kept and intact
- The item must not have been used, washed, or altered after delivery
- The damage must be present on arrival, not caused after delivery
Certain goods are exempt from any return or refund, including intimate or sanitary goods, hazardous materials, and flammable liquids or gases.
Refunds (if approved)
Once your claim and photos are received and reviewed, we will email you with the approval or rejection status of your refund. If approved, the refund is processed and credited automatically to your original method of payment.
There is often some processing time between financial institutions before a refund is posted (2–3 days is normal). If you still have not received an approved refund after this time frame, email novared.support@atomicmail.io and allow us the opportunity to investigate further.
Return Shipping (if applicable)
If a return is requested by our team as part of an approved damage claim, we will provide instructions by email. Do not ship anything back before receiving written confirmation — unauthorised returns will not be received or refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, an approved damage claim will be issued as a digital gift certificate emailed to you for the value of the item.
Feedback
We would love to hear your feedback, questions, or concerns. Email us at novared.support@atomicmail.io and let us know how we are doing. We take your feedback seriously and are always striving to improve.