Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. However, once the packaging and shipping process has started, it can no longer be cancelled.
Returns
If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
Kindly note, incase you have provided wrong shipping address, we will try to contact you a couple of times to ensure its corrected, so that the carrier can deliver the items to you, incase we could not reach you, unfortunately we are not responsible for the item.
What if my item is defective?
- You may request a return or replacement within 14 calendar days of receiving an EliteCozy product if the product has a manufacturing defect.
- You'll be required to provide video proof clearly showing the defect. Without any supporting document proving the defect, we can't correctly process your request for a replacement or a refund.
What if my order got returned to sender?
If your package is returned by the local post office or customs, EliteCozy will arrange reshipment and no refund will be issued in this situation. If the reason for the return is a result of a customer error, a reshipping fee and return fee will be charged. This fee will depend on the shipping country.
Reason(s) of return because of customer -
- Shipping address is wrong or incomplete
- Invalid contact information
- No reply to the notification emails sent by EliteCozy
- Customer refuses to accept package/pay tax fee/complete customs clearance
- Package not collected by the deadline
Refunds
We offer a 14 days 100% money back on all products that are defective or damaged during shipping. Just let us know and we will provide a replacement to your address or refund as preferred.
If you are unsatisfied with your order – please contact our support and we will do our best to help you out!
Customers will be responsible for paying return shipping costs.
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).
- The item has been misused and broken, kindly read the instruction guide in the package on how to use it properly.
*You can submit a refund request within 14 days after the delivery period, after that it will be expired. You can do it by sending us a message on our Contact Us page.