Return & Refund Policy
RETURNS
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned.
We also do not accept products that are intimate or sanitary items, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error
- Any item returned more than 30 days after delivery
Return Policy for Change of Mind (Customer No Longer Wants the Product)
If the customer wishes to return a product for personal reasons —such as no longer wanting it, not liking it, or any similar reason— the following conditions will apply:
-
Return Shipping Costs:
The customer is responsible for covering the shipping cost to return the product to the address provided by the store. -
Initial Shipping Cost Deduction:
Even if the original order included “free shipping,” the store incurs a real shipping cost.
In cases of returns due to personal preference, this initial shipping cost will be deducted from the refund amount. -
Condition of the Product:
The product must be returned in perfect condition, unused, undamaged, and with all original packaging and accessories.
A refund will only be issued once the store has verified that the product has been received in this condition. -
Refund:
Once the returned product is received and inspected, the refund will be processed for the corresponding amount, minus the initial shipping cost, which is non-refundable
How We Determine if an Issue Is a Product Fault
We always do our best to make things fair for both you and us.
To confirm whether an issue is caused by a product defect or by accidental damage, we may ask for photos or videos of the item.
A product fault includes issues that happen on their own, such as a part not working properly, a manufacturing defect, or the item not functioning as intended.
Damage caused by accidents, drops, misuse, or improper handling is not covered by the guarantee.
Our team will carefully review each case to make sure everything is handled fairly and honestly.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at alejandrofdezsoto@gmail.com.
Sale items (if applicable)
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at alejandrofdezsoto@gmail.com and send your item to: Calle Rosario Sánchez Mora, 74, Riva-Vaciamadrid, M, 28523, Spain.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed of your return.
Shipping
To return your product, you should mail it to: cozystepp@gmail.com
Calle Rosario Sánchez Mora, 74, Rivas-Vaciamadrid, M, 28523, Spain.
You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.