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.