Refund policy

Refund and Return Policy:

Cancellation Policy:

  1. Once a product has been paid for and shipped, it cannot be canceled. Contact our customer service to cancel your order before it has been shipped.
    • A processing fee of 2% of the order amount will be charged if the product has left the warehouse.
    • A processing fee of 15% of the order amount may be charged if the tracking label is created and delivery is on the way.
    • If a custom or specialty product is canceled before shipping, a processing fee of 10% of the product price will be charged as it cannot be resold.
    • No order cancellations are accepted once shipping has begun on any custom or specialty products.

Conditions for Refunds and Returns

2. Refunds and returns are accepted under the following conditions:

  • If the product is defective or damaged upon arrival.
  • If the wrong item was shipped.
  • If the item is not as described.
  • Returns are accepted within 30 days from the date of delivery.
  • For any issues not listed, contact us at support@cosysafespace.com during business hours with an explanation and photos.

2.1. Refund or return requests due to improper installation or handling:

  • Refunds or returns will not be accepted if the product is damaged due to improper installation, use, or handling by the customer or a third party (e.g., hired electrician).
  • Customers are advised to follow the installation and usage instructions provided with the product. For further guidance, contact our customer service team.

Shipping Cost Responsibility: 

3. If the item is defective, damaged upon arrival, or if the wrong item was shipped, Cosy Safe Space will cover the return shipping costs. In all other cases, the customer must bear the shipping costs for returns.

3.1. Additional Clarifications on Return Shipping Costs:

  • If a product is returned due to damages caused by customer or third-party handling errors, the customer will bear all return shipping costs.
  • Cosy Safe Space is not liable for compensation or refunds for costs incurred due to improper installation (e.g., electrician fees).

Return Address: 

4. Before returning any item, please contact us at support@cosysafespace.com to obtain the return address and detailed instructions. Returns sent without prior authorization will not be accepted.

Steps and Processing Time: 

5. Steps customers need to take for a return:

  • Contact customer service at support@cosysafespace.com with your order number and reason for return.
  • Provide photos or videos as evidence if applicable.
  • Ensure all packaging materials, invoices, and the product are returned in their original condition.
  • Send the item back to the provided return address and share the tracking number with us.
  • We will process your return request within 48 hours of receiving your request.
  • Once we receive your returned item, we will inspect it and process your refund or replacement request within 5 business days.

Refund Crediting Time: 

6. Refunds will be credited to your original payment method within 7-10 business days after the return has been processed and confirmed. Please note that the actual time for the refund to appear in your account may vary depending on your bank's processing time. Depending on your bank, the funds may take an additional 2-5 business days to appear in your account.

Shipping Fee Deduction: 

7. Shipping fees incurred at the time of purchase will be deducted from the refund amount, regardless of whether it was free shipping or paid shipping. If any additional shipping fees were incurred, they will not be refunded.

Additional Non-Returnable Items: 

8. The following items are not eligible for return:

  • Clearance items
  • Gift cards
  • Personalized items
  • Items that have already been assembled
  • Items marked “Non-Returnable” on the sale page

Handling DOA (Dead on Arrival) Items: 

9. If the item arrived broken, please contact us within 14 days from the delivery date and follow the procedure for the 14 Days Product Guarantee. All return shipping fees will be covered by the buyer.

30 Days Conditional Return: 

10. If you are unsatisfied with your purchase and the product is still in brand new condition, we can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees.

After 30 Days from Delivery: 

11. We will not accept requests for a refund or a replacement after 30 days from delivery.

Defective, Damaged, Mis-shipped, Lost Items: 

12. You are eligible for a partial/full refund or exchange (accessories excluded) if we shipped you a defective, damaged, or mis-shipped item. For lost items, we will reship if it’s in stock, otherwise, you will get a refund. - If you believe your item was damaged during shipping, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package. Cosy Safe Space does not accept claims or refunds for damages resulting from incorrect installation or misuse of the product by the customer or third-party contractors.

Requirement for Submitting Evidence: 

13. If you encounter issues with the product, such as damage, malfunctioning, missing parts, or discrepancies between the product and its description, please provide relevant photos or video evidence to expedite the resolution process.

Returning the Defective Item: 

14. Please contact us before returning a defective item to receive the return shipping address and other instructions. Cosy Safe Space will not be responsible for returned item(s) without prior notification.

Additional Points to Keep in Mind:

15. Keep all the packaging materials and shipping notes, which may be necessary for processing your return request.

16. After mailing back the product, please send us the tracking number and a copy of the shipping receipt.

17. Refunds will be arranged to the same payment method you used to place this order. All intermediary handling fees and bank processing fees will be at the customer's expense.

18. You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request.

19. If you want to avoid paying high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones.

20. We can arrange a refund or a replacement of the product after receiving the defective item. 

21. Please place a note inside the return package by including the following details: - Your order number. - The product ID or name and the quantity. - A brief description of the problem with the product.

22. If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.

Please Note:

23. Once your request has been approved, our customer service will offer you the return address.

24. Please send the item back to the return address as soon as possible and then send us the tracking number.

25. Items received unused, undamaged, and in the original package will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned.

26. We reserve the right not to process the refund if your request is not approved or if items are returned in unacceptable condition.

For more details or assistance, please contact us at support@cosysafespace.com.