Refund policy

Order Cancellations

We process orders within 1 hour after receiving them. This means that in most cases, order cancellations must be requested within such a timeframe. Orders placed on the weekend or outside of office hours (M-F, 9-4) cannot be canceled. Once the order is processed on our side, we can't reverse it because once it is downloaded in the warehouse, there is no way for us to stop it. We recommend you contact us at info@mycozyfarm.com as soon as possible if you want to cancel your order, but there is no guarantee. This is typical of e-commerce and is also common on the majority of marketplaces. We are happy to accommodate your request, but it is very difficult to do so.

Repeat Purchases

Our Repeat Purchase program offers a discount as a reward for customer loyalty. While many customers appreciate this feature for the discount it provides, we have a specific policy regarding returns for subscribers to the Repeat Purchase program.

If you're subscribed to Repeat Purchases and have not paused or canceled your subscription, we regret to inform you that returns cannot be accepted. This policy is in place to ensure the fair and intended use of our promotional program. It's important to note that you have the flexibility to cancel or pause your subscription at any time, granting you full control over your purchasing decisions.

We invite you to make the most of our Repeat Purchase discounts while keeping the subscription terms and return policy in mind.

Refund Timeframe

We have a 30-day return policy, which means you have 30 days after receiving your item to request a full return. To be eligible for a full return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. "For your safety, we never restock food items. This ensures every product you receive is 100% fresh and untouched. If your item arrives damaged, we will replace it instantly."

Please note that a return request can only be made for orders up to 30 days past the delivery date. Once your claim has been received, we will communicate with you to have the claim assessed. We are committed to getting all return claim inquiries assessed in a timely manner. You can typically expect our response to your claim within 5 days and a resolution in no more than 15 days.

Shopify Collective Sales Policy

All Shopify Collective sales are final. Customers may request cancellations within a 30-minute window from the receipt of their order confirmation. After this period, cancellations will no longer be accepted.

Returns and exchanges are not permitted except in cases where the product received is damaged during transit or incorrectly fulfilled (mispicks). To initiate a claim for damaged or incorrectly shipped products, photographic evidence clearly showing the damage or mispick must be provided within 48 hours of delivery.

We expressly disclaim responsibility for managing interactions or resolving disputes between retailers and their customers. All customer service inquiries related to products purchased via Shopify Collective must be directed to the respective retailer.

By placing an order through Shopify Collective, customers acknowledge and agree to comply fully with this policy.

How to Start a Return

To start a return, you can contact us at info@mycozyfarm.com or reply to your order confirmation email, specifying that you are requesting to return any item in your order. Once your return is accepted, we'll send you a return shipping label, as well as instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at info@mycozyfarm.com.

Exceptions / Non-returnable Items

Unfortunately, we cannot accept returns on gift cards. The customer is responsible for the shipping cost of the return if the item is received damaged or unusable. For all other items, we provide a full refund.

Order Protection / Shipping Protection

At checkout, customers may have the option to add Cozy Farm Order Protection powered by Navidium. This optional protection helps cover eligible orders in the event of loss, damage, or theft during transit.

If Order Protection is selected and purchased, customers must report the issue within 7 days of the marked delivery date or latest tracking update. Claims for lost, damaged, or stolen packages are subject to review and approval under our Order Protection guidelines.

If Order Protection is not purchased, Cozy Farm is not responsible for packages that are lost, stolen, or damaged after they have been shipped and handed off to the carrier, except where required by law.

To file a claim for a protected order, please contact us at info@mycozyfarm.com and include your order number, tracking number, and any supporting photos or details.

Cozy Farm reserves the right to determine whether a replacement, store credit, or refund will be issued for approved claims.

Order Protection Claims

If you purchased Order Protection at checkout, please contact us within 7 days for claims related to lost, damaged, or stolen packages. Approved claims may be resolved by replacement, store credit, or refund.

Refund Methods

We will notify you once we have approved your refund or not. If approved, you'll be automatically refunded the full amount of the purchase on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you have any questions or concerns, please do not hesitate to send us an email and ask.

You can contact us by phone at (305) 497-6858.

For more info, visit our terms of service.