Refund Policy

 

This Return & Exchange Policy applies to all purchases made through the Cosyvivana online store (hereinafter referred to as “we” or “our”). We strive to provide a transparent, fair, and efficient process for returns, exchanges, and refunds to ensure a satisfactory shopping experience.

Return & Exchange Timeframe

Customers are eligible to request returns or exchanges within 30 days from the date of receipt. Requests submitted after this period may not be accepted. We encourage customers to check items promptly upon delivery to ensure eligibility.

Conditions for Returns & Exchanges

Products may be eligible for return or exchange if they meet one or more of the following criteria:

• Visible defects, damages, or broken parts upon delivery

• Quality issues that affect normal usage

• Strong odors, severe color mismatches, or significant discrepancies from the description

• Incorrect items delivered

• Returns requested without specific reasons (subject to the rules below)

Items must be returned in their original packaging, along with all included accessories and documentation, unless defective or damaged.

Return Procedure

1. Contact our customer support team via email or phone to initiate a return. Include your order number, proof of purchase, reason for return, and any relevant photos or videos.

2. Our team will review your request promptly and, if approved, provide a designated return address.

3. Ship the item to the specified return address, using the provided return label if applicable.

4. Once received, the item will be inspected to verify the reported issue. If confirmed, a refund will be processed immediately.

Exchange Procedure

1. Contact our customer support team via email or phone to request an exchange. Provide order details, payment proof, reason for exchange, and supporting photos or videos.

2. Upon approval, we will provide the designated return address.

3. Send the item back to the provided address.

4. Once the returned item is verified, a replacement will be shipped within 1–3 business days to the original delivery address.

Refund Process

• Method: Refunds will be issued to the original payment card (Visa, MasterCard) used for the purchase.

• Processing Time: Depending on the card issuer, refunds are generally reflected within 1–3 business days. Customers should contact support if delays occur.

Return Label Guidelines

For approved returns, we provide a return label to ensure packages are correctly tracked. Customers should securely attach the label to the package before shipment. Proper labeling helps prevent processing delays and ensures compliance with order verification procedures.

Shipping Costs

• Returns due to defects, quality issues, strong odors, color discrepancies, or wrong items are covered by us.

• Returns requested without specific reasons require customers to cover shipping costs.

Liability Statement

We are responsible for confirming and resolving issues related to returns or exchanges. We are not liable for damage occurring during shipment by the carrier or items returned without proper labeling.

Contact Information

For return, exchange, or refund inquiries, please contact us:

E-mail: support@cosyvivana.com

Phone: +1 (607) 207-0707

Address: 362 CAMELOT DR, GOOSE CREEK, SC 29445-3180, US

Opening Hours: Monday to Friday, 10:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)