Refund policy

At Cozella, we want you to shop with confidence. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

Return Eligibility

We accept returns within 30 business days from the date your order is delivered.

To be eligible for a return, the item must be returned in its original condition and meet the requirements outlined in this policy.

Items That Cannot Be Returned

Returns will not be accepted for the following:

Products that have been used, worn, washed, or damaged after delivery.
Items with the original tags, labels, or stickers removed.
Products returned without their original packaging, box, wrapping, or protective materials.
Items returned without the accessories, manuals, free gifts, or other components originally included.
Products with stains, odors, smoke smell, pet hair, or other visible signs of use.
Customized, personalized, or made-to-order products.
Clearance items, final sale items, or products marked as Non-Returnable, unless they arrive defective, damaged, or incorrect.
Gift cards and digital products.
Products damaged due to misuse, accidents, negligence, or unauthorized repairs.
Items returned after the 30-business-day return period.
Products returned with missing parts or components that were included with the original shipment.
Items returned without prior return authorization, where applicable.
Claims submitted without an uncut unboxing video clearly showing the product and the reported issue.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible after delivery.

To help us review your claim quickly, please provide:

Your order number.
A description of the issue.
Clear photographs of the item and packaging.
An uncut unboxing video clearly showing the product and the issue.

Once your claim has been reviewed and approved, we will provide instructions for the next steps.

How to Start a Return

To request a return, please contact our customer support team before sending your item back.

Email: support@cozella.shop

Phone: +1 929-737-0110

Support is available 24 hours a day, 7 days a week via email.

If your return is approved, you will receive return instructions before shipping the item.

Return Shipping

Customers are responsible for the cost of return shipping unless the return is the result of a damaged, defective, or incorrectly shipped item.

We recommend using a shipping service that provides tracking, as Cozella is not responsible for returns lost or damaged during transit.

Return Address

Cozella
1500 Boston Rd
Bronx, NY 10460
United States

Please do not send returns without first receiving return instructions from our support team.

Refunds

After we receive and inspect your returned item, we will notify you of the status of your refund.

If your return is approved, your refund will be issued to your original payment method.

Refunds are typically processed within 5–10 business days. Depending on your payment provider or financial institution, it may take additional time for the funds to appear in your account.

Non-Refundable Charges

Return shipping costs paid by the customer are non-refundable unless otherwise required by applicable law or when the return is approved because we shipped an incorrect, damaged, or defective item.

Order Changes and Cancellations

If you need to cancel or modify your order, please contact us as soon as possible. Once an order has been processed or shipped, we may no longer be able to cancel or make changes to it.