Refund policy
30-Day Return Period
We offer a 30-day return policy. This means you have 30 days from the date of delivery to request a return.
To be eligible for a return, your item must:
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Be in the same condition that you received it
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Be unused and unworn
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Include any original tags
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Be returned in the original packaging
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Be accompanied by proof of purchase or order confirmation
Requesting a Return
If you would like to return an item, please contact us first at Support@cosy-care.nl.
We are always happy to work with you to find a suitable solution before a return is initiated. In many cases, issues can be resolved quickly and satisfactorily without the need for a return shipment.
Once your return request has been reviewed and approved, we will provide you with the correct return address and further instructions.
Returns must always be sent to the return address provided by us. Depending on the product and shipping location, this may be an international warehouse.
Unless the item is faulty, damaged, incorrect or affected by an error on our side, customers are responsible for the direct cost of return shipping.
Returns sent without prior approval or to an incorrect address may not be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival.
If your item is damaged, defective or you have received the wrong product, please contact us as soon as possible at Support@cosy-care.nl so we can assess the issue and resolve it promptly at no additional cost to you.
Non-Returnable Items
Certain items cannot be returned, including:
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Perishable goods such as food, flowers or plants
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Personalised or custom-made products
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Personal care products if opened or used
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Hazardous materials, flammable liquids or gases
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Gift cards
Sale items remain covered by your statutory rights unless otherwise stated.
Exchanges
If you would like to exchange an item, the fastest way is to:
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Return the original item after approval
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Place a new order for the desired product
Return shipping costs for exchanges are the responsibility of the customer unless the exchange is required due to our error.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
In accordance with EU consumer regulations, the direct cost of return shipping remains the responsibility of the customer unless otherwise agreed.
Items must be returned in the same condition in which they were received: unused, unworn, with tags and in the original packaging. Proof of purchase is required.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not yet received it, please contact us at Support@cosy-care.nl.