Return & Refund Policy
Last update - 14 July 2024
We strive to provide our customers with the highest quality products and a seamless shopping experience. Please review our return and refund policy carefully before making your purchase. By placing an order, you confirm that you have read, understood, and accepted the following terms and conditions.
1. Order Processing & Shipping Information
Processing Time: Once an order is placed, it will be processed and prepared for shipment. Orders are typically processed within 3-5 business days. During peak times, processing times may be extended, and you will be notified accordingly.
Shipping Time: Shipping times vary depending on the destination. For most locations, shipping is estimated as follows:
United States & Canada: 1-2 weeks
International: 2 weeks
Delays: Please note that delays can occur due to customs, local postal services, or other unforeseen circumstances. We provide tracking numbers for all shipments, allowing you to follow your order's journey from dispatch to delivery.
2. Returns & Exchanges
Due to the custom nature of our products, we generally do not accept returns or exchanges unless the item is defective or there is an error on our part.
We will only accept returns in the following circumstances:
Defective or Damaged Items: If you receive an item that is defective or damaged, you may be eligible for a replacement or refund. Please contact our customer support team at hello@cosyap.com within 30 days of receiving the item. You will be asked to provide proof of the defect (photos of the product and packaging).
Incorrect Items: If you receive an incorrect item, such as the wrong size, color, or design, please contact us immediately. We will arrange for the correct product to be sent to you at no additional cost.
Items that are not eligible for returns or exchanges:
Products that are the result of customer error (e.g., incorrect size, design, or color selection).
Products that have been used, washed, or altered in any way.
Sale or discounted items are final and non-refundable.
3. Refund Policy
If your return is approved (due to defective, damaged, or incorrect items), you are eligible for a full refund or replacement. The refund will be processed once the returned item has been received and inspected.
Refund Timeline: After we receive your returned item, you will receive a notification email regarding the approval or rejection of your refund. If approved, the refund will be processed within 7-10 business days, and a credit will be automatically applied to your original method of payment.
Late or Missing Refunds: If you haven’t received your refund within the specified time frame, please check with your bank or credit card company, as processing times may vary. If you have done this and still have not received your refund, please contact us at hello@cosyap.com.
4. Return Shipping
Customers are responsible for paying return shipping costs unless the return is due to our error (defective, damaged, or incorrect items). We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
5. Cancellations
If you wish to cancel or modify your order, please contact us at hello@cosyap.com within 12 hours of placing the order. After this period, the order will be locked for processing, and we will be unable to cancel or modify it.
Please note that cancellations or modifications after the 12-hour window may be subject to a 1.5% transaction fee to cover management and payment processing costs.
6. Product Variations & Disclaimer
Please be informed that all our products are custom-made to order and may vary slightly from advertised images. Due to variations in monitor displays and lighting during photography, the colors of the actual product may differ by up to 20% from the images shown on the website. By purchasing, you acknowledge and accept these minor discrepancies.
7. Evidence Required for Replacements
If you are seeking a replacement due to a defective or incorrect product, please provide the following evidence to our customer support team:
For Wrong Items: Photos of the item received and the shipping label.
For Size Issues: Photos of the product with a ruler showing measurements and the shipping label.
For Damaged Items: Photos of the damaged area and the shipping label.
8. Customs, Duties, and Taxes
For international orders, customers are responsible for any customs fees, duties, or taxes imposed by their country. These fees are not included in our prices and are the sole responsibility of the customer. We recommend checking with your local customs office for more information on any applicable fees.
9. Contact Information
If you have any questions or need further assistance regarding your return, refund, or exchange, please don’t hesitate to contact our customer service team at hello@cosyap.com.