At Cozy.co.zw, we are committed to ensuring you receive quality products that bring comfort and efficiency to your home and office. Please review our policy for returns and replacements below.

Our Policy at a Glance

Our primary policy is replacement. We do not offer cash refunds. If your purchased item is eligible for return, we will replace it with a functional equivalent of the same model.

1. Eligibility for Return & Replacement

You may return an item and request a replacement if it meets the following conditions:

• Defective or Damaged: The product is found to be defective, faulty, or was damaged upon delivery.

• Incorrect Item: The item delivered does not match the product you ordered (e.g., wrong model or size).

• 7-Day Window: The return request is initiated within seven (7) calendar days of receiving your order.

• Original Condition: The item must be returned in its original packaging, with all accessories, manuals, and proof of purchase intact.

Please Note: Items showing signs of misuse, accidental damage, or unauthorized repair are not eligible for return or replacement.

2. The Replacement Process

1. Initiate Request: Contact our Customer Support team via email info@cozy.co.zw or phone +263 788 384 403 within 7 days of delivery, providing your order number and a clear description (and ideally photos) of the defect or damage.

2. Assessment: We will arrange for the item to be collected or inspected. Our team (or a certified technician) will assess the product to verify the claim.

3. Replacement Issuance:

   • If the claim is approved, we will process and ship a replacement unit to you at no extra cost.

   • If the exact product is out of stock, we will offer a comparable model of equal or greater value, or issue store credit for the full purchase amount.

4. Process Time: The replacement process usually takes between 7 to 14 working days from the time the defective item is received and the claim is verified.

3. No Cash Refunds

As an online store, Cozy.co.zw strictly adheres to a No Cash Refund policy.

• In all instances where a product is eligible for return, the resolution will be a replacement or store credit.

• Store credit will be valid for lifetime and can be used to purchase any other item from Cozy.co.zw.

4. Cancellation Policy

• Orders may be cancelled if they have not yet been dispatched from our warehouse.

• If a cancellation is requested after dispatch, the standard return policy applies, and no cash refund will be issued.