退款政策

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. Food and products for human consumption sales are final, this is for consumer safety.

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.

Lost Items

Once our items ship, we do not take responsibility for porch theft or wrong delivery by the carrier. In that case, we recommend first contacting the carrier, and if unsuccessful, disputing the charge with your credit card company. This is to prevent e-commerce frauds and thefts that have unfortunately become very common. In any case, please reach out to us and let us know so we might find out what happened.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the problem and issue a full refund. Please provide us with a photo of the damaged items. Due to the customer fraud we have a strict NO PHOTO-NO RETURNS/REFUNDS policy.

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.