Refund policy
Last Updated: July 20, 2026
At CozyCharm.store, we want every order to feel thoughtful, cheerful, and easy from the moment you place it. Our products are selected to bring personality, comfort, and a little everyday joy to your keys, bags, backpacks, and gift-giving moments. We understand, however, that an item may occasionally arrive in a condition you did not expect, may not be the right fit for your needs, or may simply need to be returned.
This Return & Refund Policy explains the conditions, timeframes, and procedures that apply when requesting a return, refund, replacement, or order-related resolution from CozyCharm.store. By placing an order through our website, you agree to the terms described below.
For questions regarding this policy, please contact us:
CozyCharm.store
988 Rue Ottawa
Montréal, QC H3C 0T2
Canada
Email: support@CozyCharm.store
Phone: (905) 264-5588
1. Our 30-Day Return Policy
CozyCharm.store offers a 30-day return period on eligible products. You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier.
To qualify for a return, the product must generally be:
Unused or only inspected as reasonably necessary
In its original condition
Free from stains, damage, odors, scratches, alterations, or signs of excessive handling
Returned with the original packaging, accessories, labels, instruction cards, and included components when applicable
Accompanied by valid proof of purchase from CozyCharm.store
A return request must be submitted before the end of the 30-day period. Products sent back without first contacting us may not be accepted, processed, or refunded.
We recommend reviewing your order as soon as it arrives so that any issue can be reported promptly.
2. How to Request a Return
To begin a return, email support@CozyCharm.store with the following information:
Your full name
Your order number
The email address used at checkout
The name of the product you wish to return
The quantity you wish to return
A short explanation of the reason for the return
Clear photographs or video when the product is damaged, defective, incorrect, or incomplete
Our customer support team will review the request and provide return instructions if the product is eligible. These instructions may include the approved return address, packaging guidance, required documentation, and any additional steps needed to process the request.
Please do not return products to the address shown on the shipping parcel unless our support team specifically confirms that address. Our administrative contact address may not always be the same as the designated return-processing facility.
Returns sent to an unauthorized address may be delayed, rejected, lost, or returned to the sender.
3. Free Returns
Eligible returns approved under this policy may qualify for free return shipping. When free return shipping is available for your location and return reason, we may provide a prepaid shipping label or another approved return method.
The customer must use the return method provided by CozyCharm.store. If you choose a different shipping carrier or service without our written approval, CozyCharm.store may not reimburse the shipping cost.
Free return shipping may not apply in cases involving:
An incorrect or incomplete address entered by the customer
Failure to collect a package from the carrier
A return requested after the 30-day return period
Unauthorized returns
Products damaged through misuse or improper handling
Returns that do not meet the eligibility requirements in this policy
Ineligible personalized or custom-made products
We will clearly explain the available return options after reviewing your request.
4. Return Packaging and Shipping Responsibility
Returned items must be packed securely to avoid damage in transit. Whenever possible, use the original packaging or another sturdy protective package suitable for the item.
The customer is responsible for ensuring that:
The correct product is placed inside the return parcel
All included parts and accessories are returned
The parcel is properly sealed
The return label is attached correctly
Old shipping labels are removed or covered
The package is handed to the approved carrier within the stated timeframe
We recommend keeping your return receipt, tracking number, and proof of shipment until your refund has been completed.
CozyCharm.store is not responsible for return parcels that are lost because the customer used an unauthorized return method, provided an incorrect return address, failed to follow the instructions, or did not retain proof of shipment.
5. Condition of Returned Products
Once a return arrives, it may be inspected before a refund is approved. The inspection helps us verify that the returned item matches the original order and satisfies the conditions of this policy.
A return may be refused, partially refunded, or sent back to the customer if the product:
Shows significant signs of use
Has been washed, modified, repaired, cut, painted, engraved, or altered
Is missing components, accessories, or packaging
Has been damaged after delivery
Contains pet hair, stains, strong odors, dirt, or other signs of use
Is different from the item originally purchased
Was sent without authorization
Was returned after the approved return period expired
Was damaged because of inadequate return packaging
Normal inspection of a product is allowed. However, customers should avoid extended use before deciding whether to return it.
6. Non-Returnable Products
Certain products may not be eligible for return because of their customized nature, condition, or applicable health and safety considerations.
Non-returnable products may include:
Personalized products created using a customer’s photograph, name, image, text, artwork, or selected design
Custom pet photo keychains and other made-to-order items
Products manufactured specifically according to customer instructions
Digital products or downloadable content
Gift cards
Final-sale products clearly marked as non-returnable before purchase
Items that have been altered, damaged, or used after delivery
Products returned without the original essential components
Personalized items are produced specifically for the individual customer and generally cannot be resold. For that reason, change-of-mind returns are usually unavailable for correctly produced custom products.
However, if a personalized product arrives damaged, defective, materially different from the approved customization, or contains an error caused by us or our production partner, please contact us. We will review the matter and may provide a replacement, partial refund, or full refund depending on the circumstances.
7. Customization Responsibilities
Customers ordering a customized product are responsible for reviewing and submitting accurate customization information.
This includes:
Uploading a clear and suitable image
Checking names, spelling, dates, and personalized text
Selecting the correct design, color, size, orientation, and quantity
Ensuring submitted images do not infringe another person’s rights
Confirming that the uploaded content is appropriate for production
Once production begins, changes or cancellations may no longer be possible.
The appearance of a customized product may vary slightly due to image resolution, cropping, printing, cutting, lighting, screen settings, or manufacturing tolerances. Minor variations that do not materially affect the product’s intended design are not normally considered defects.
8. Damaged, Defective, or Incorrect Products
Please inspect your package promptly after delivery. Contact us as soon as possible if an item arrives:
Broken
Cracked
Defective
Significantly scratched
Incorrect
Missing essential components
Different from the product ordered
Damaged during transportation
When reporting an issue, send your order number and clear photographs or video showing:
The entire product
The damaged or incorrect area
The shipping package
The shipping label
Any included packaging materials
Please retain the product and packaging while we review the claim. In some cases, we may ask for additional information or request that the item be returned.
After reviewing the evidence, we may offer one of the following solutions:
A replacement product
A full refund
A partial refund
A refund for the affected item only
Store credit, when accepted by the customer
Another reasonable resolution agreed upon by both parties
We do not guarantee a particular resolution until the claim has been reviewed.
9. Missing Items or Incomplete Orders
Some orders may be divided into multiple shipments. Before reporting an item as missing, please check your shipping confirmation emails and tracking information to see whether another parcel is still in transit.
If all parcels have been delivered but an item is missing, contact us promptly with:
Your order number
A list of the missing products
Photographs of everything received
Photographs of the parcel and shipping label
Photographs of the internal packaging
We will investigate the shipment and provide an appropriate resolution when the claim is verified.
10. Product Color, Size, and Appearance
We make reasonable efforts to display product photographs, colors, dimensions, and descriptions accurately. However, actual appearance may vary slightly because of:
Device screen settings
Lighting conditions
Photography
Manufacturing batches
Manual measurements
Material texture
Printing or cutting processes
For products with manual measurements, small size differences may occur. A minor variation within a reasonable manufacturing range is not necessarily considered a defect.
Color differences that result solely from monitor settings, photography, or lighting generally do not qualify as incorrect products unless the difference is substantial.
11. Exchanges
We do not guarantee direct exchanges for every product or destination. The most efficient process may be to return the eligible item for a refund and place a new order for the preferred product.
If you would like a replacement in another color, style, or size, contact us before returning the item. Our team will confirm whether a direct exchange is available.
Replacement products are subject to inventory availability. If the requested replacement is unavailable, we may issue a refund instead.
12. Refund Processing
After an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds are generally issued to the original payment method used at checkout. Depending on your bank, card provider, payment processor, and country, it may take additional time for the funds to appear in your account.
The total refund processing period may include:
Time for the return shipment to reach the processing facility
Time for inspection and approval
Payment processor handling time
Bank or card issuer processing time
CozyCharm.store does not control the internal posting timelines of banks or payment providers.
If your refund has been approved but is not visible after a reasonable period, first check with your bank or card provider. You may then contact us with your order number so we can review the transaction.
13. Refund Amounts
For an approved full return, the refund generally covers the amount paid for the eligible returned product.
Depending on the circumstances, the following amounts may not be refundable:
Expedited shipping upgrades
Premium shipping services selected by the customer
Duties or taxes collected directly by customs authorities
Fees charged by third-party financial institutions
Unauthorized return shipping costs
Gift-wrapping services already performed
Amounts associated with damaged, missing, or used components
If only part of an order is returned, the refund will apply only to the eligible returned products.
Where a discount was based on purchasing multiple products, the refund may be recalculated to reflect the revised order value, where permitted by law.
14. Partial Refunds
A partial refund may be offered when:
A product has minor cosmetic damage but remains usable
A component is missing but the customer chooses to keep the item
The returned item shows handling beyond reasonable inspection
Original packaging or non-essential accessories are missing
The customer agrees to keep an item with a minor issue
A full return is not practical, but another fair resolution is available
We will explain any proposed partial refund before processing it.
15. Order Cancellations
Orders may be cancelled only if the cancellation request is received before processing, fulfillment, or production begins.
To request cancellation, contact support@CozyCharm.store immediately with your order number.
We cannot guarantee cancellation after an order has been submitted because our fulfillment process may begin quickly.
Once an order has shipped, it cannot be cancelled. The customer may request a return after delivery if the product is eligible under this policy.
Custom or personalized orders may become non-cancellable once the design is approved, submitted to production, or manufacturing begins.
16. Address Errors and Undeliverable Packages
Customers are responsible for entering a complete and accurate shipping address at checkout.
Please review:
Recipient name
Street address
Apartment or unit number
City
Province or state
Postal code
Country
Telephone number when requested
If you notice an error, contact us immediately. Address changes are not guaranteed after fulfillment begins.
If a package is returned because of an incorrect address, refusal, failure to collect, unavailable recipient, or other customer-related delivery issue, we may deduct applicable reshipping or handling expenses from the refund where permitted by law.
If the customer requests reshipment, additional shipping charges may apply.
17. Refused Deliveries
Refusing a delivery is not considered an approved return unless our support team has instructed you to refuse it.
Refused parcels may be delayed, abandoned, destroyed, or returned with additional carrier charges. Any refund will be considered only after the parcel is successfully returned and inspected.
Please contact us before refusing any shipment.
18. Lost or Stolen Packages
If tracking shows that a package is still in transit beyond the expected period, contact us so we can review the shipment.
If tracking shows “delivered” but you cannot locate the parcel, please:
Check around the delivery location
Ask household members or neighbors
Contact building reception or management
Review carrier delivery photographs when available
Wait a short period in case the carrier scanned the parcel early
Contact the carrier directly
Then email our support team with the details.
CozyCharm.store will assist with reasonable investigation, but we cannot automatically guarantee a refund for every parcel marked as delivered. The resolution will depend on the carrier’s findings, available evidence, local procedures, and applicable law.
19. Chargebacks and Payment Disputes
We encourage customers to contact us before filing a chargeback or payment dispute. Many order concerns can be resolved more quickly through our customer support process.
Submitting a chargeback does not automatically cancel an order or create a return. We may provide the payment processor with relevant order information, including:
Order confirmations
Tracking details
Delivery records
Customer communications
Customization information
Refund records
Evidence of product fulfillment
Fraudulent, abusive, or duplicate claims may result in restrictions on future purchases.
20. Return Abuse and Fraud Prevention
CozyCharm.store reserves the right to reject returns, refunds, replacements, or future orders when there is reasonable evidence of:
Return fraud
Repeated false claims
Product substitution
Use of altered photographs
Excessive or abusive return behavior
Intentional damage
Misrepresentation of delivery status
Violation of this policy
This provision does not affect any mandatory consumer rights available under applicable law.
21. Gifts
If a product was purchased as a gift, refunds are normally issued to the original payment method used by the purchaser.
We may not be able to issue cash refunds directly to the gift recipient. Depending on the circumstances, store credit may be available if permitted and agreed upon.
Proof of purchase is required.
22. Consumer Rights
This policy is intended to provide clear and fair return procedures. It does not limit any non-waivable rights available to consumers under applicable federal, provincial, state, national, or local laws.
Where mandatory consumer protection law provides greater rights than this policy, the applicable law will take priority.
Customers located outside Canada may have additional statutory rights based on their place of residence.
23. Policy Updates
We may revise this Return & Refund Policy periodically to reflect changes in our operations, products, legal obligations, payment methods, shipping processes, or customer service practices.
The updated version will be posted on CozyCharm.store with a revised “Last Updated” date. The policy in effect at the time of purchase will generally govern the order, except where legal or operational requirements require otherwise.
24. Contact Us
For return requests, refund questions, damaged product claims, or assistance with an order, contact us at:
CozyCharm.store
988 Rue Ottawa
Montréal, QC H3C 0T2
Canada
Email: support@CozyCharm.store
Phone: (905) 264-5588
When contacting us, please include your order number and sufficient information for our team to review the matter efficiently.
We appreciate your support of CozyCharm.store and will make reasonable efforts to provide a fair, friendly, and thoughtful solution whenever an eligible order issue occurs.