Refund policy
Last Updated: July 29, 2026
Welcome to CozyPetNest.store.
At CozyPetNest, we believe every pet deserves a warm, comfortable, and secure place to rest. We carefully select pet beds, cooling mats, outdoor pet houses, elevated cots, and other comfort essentials designed to improve the everyday lives of pets and their owners. Customer satisfaction is one of our highest priorities, and we strive to provide a shopping experience that is transparent, fair, and worry-free.
This Return & Refund Policy explains how returns, exchanges, refunds, damaged items, lost packages, cancellations, and other after-sales requests are handled. By placing an order through CozyPetNest.store, you acknowledge that you have read and accepted the terms outlined below.
Our Satisfaction Promise
We understand that shopping online can sometimes be uncertain. While we carefully inspect every product before shipment, unexpected situations may occasionally occur.
If your purchase does not meet your expectations, we will do our best to resolve the issue quickly and professionally.
Our goal is simple:
- Fair policies
- Clear communication
- Fast customer support
- Hassle-free resolution whenever possible
30-Day Return Window
We proudly offer a 30-day return policy.
You may request a return within 30 calendar days from the date your package is successfully delivered.
Requests submitted after the 30-day period may unfortunately no longer qualify for a refund or replacement.
Eligibility Requirements
To qualify for a return, your item should meet the following conditions whenever possible:
- Returned within 30 days
- In clean condition
- Free from intentional damage
- Includes original accessories if applicable
- Not altered or modified after delivery
Because many of our products are intended for pets, returned items should be hygienic and reasonably clean before shipping.
Items returned in unsanitary condition may not qualify for a full refund.
Products Eligible for Return
Most products purchased from CozyPetNest.store are eligible for return, including:
- Pet beds
- Cooling mats
- Elevated pet cots
- Outdoor pet houses
- Pet cushions
- Pet sleeping accessories
- Seasonal comfort products
- Other eligible pet essentials
Items That May Not Be Eligible
Certain products cannot be returned due to health, hygiene, or safety reasons.
These may include:
- Products showing excessive pet damage
- Products with strong odours
- Items contaminated by biological waste
- Customized products
- Personalized items
- Clearance products marked Final Sale
- Gift cards
- Promotional giveaways
- Free bonus items
Return Process
Starting a return is simple.
Please contact our customer support before sending any item.
Email:
Please include:
- Full name
- Order number
- Email used during purchase
- Reason for return
- Photos when applicable
- Description of the issue
Our support team normally replies within 1–2 business days.
Please do not send returns without receiving return instructions first.
Unauthorized returns may not be accepted.
Damaged or Defective Products
If your order arrives:
- Damaged
- Broken
- Defective
- Missing parts
- Manufacturing faulty
Please contact us within 7 days after delivery.
Include several clear photographs showing:
- Product
- Packaging
- Shipping label
- Damaged area
Once verified, we may offer:
- Free replacement
- Full refund
- Partial refund
- Store credit
depending on the specific situation.
Incorrect Products
If you receive the wrong item, colour, or size due to our mistake, please notify us immediately.
Once confirmed, we will provide an appropriate solution, which may include:
- Replacement shipment
- Refund
- Exchange
at no additional cost.
Lost Packages
If tracking indicates unusual delays or your package appears lost, please contact us.
We will investigate with the shipping carrier.
If a shipment is officially confirmed as lost, we may provide:
- Replacement order
- Full refund
depending on carrier investigation results.
Delivery Delays
Estimated delivery times are normally:
7–10 business days
However, delays may occasionally occur because of:
- Customs inspections
- Severe weather
- Transportation disruptions
- National holidays
- High seasonal demand
- Carrier delays
Delivery delays alone do not automatically qualify for refunds while the shipment remains in transit.
Change of Mind Returns
If you simply change your mind after receiving your order, you may still request a return within the 30-day return period.
The product should remain in acceptable condition.
Return shipping costs may be the customer's responsibility unless otherwise required by law.
Exchanges
We currently offer exchanges whenever inventory is available.
Exchanges may include:
- Different size
- Different colour
- Same product replacement
If the requested replacement is unavailable, we may instead offer:
- Refund
- Store credit
- Alternative product
Refund Approval
Once your returned package has been received and inspected, we will notify you regarding the outcome.
If approved, your refund will be processed promptly.
Refund Methods
Refunds are normally issued back to the original payment method used during checkout.
Depending on your payment provider, processing may require:
- 3–10 business days
Some financial institutions may require additional processing time beyond our control.
Partial Refunds
Certain situations may qualify only for a partial refund.
Examples include:
- Noticeable signs of use
- Missing accessories
- Damaged packaging
- Items not returned in original condition
- Damage unrelated to shipping
Each case is reviewed individually.
Return Shipping Costs
If the return results from:
- Incorrect shipment
- Defective product
- Damaged item
- Our fulfilment error
we may cover return shipping costs whenever applicable.
If returning due to personal preference, customers are generally responsible for return shipping expenses.
Non-Returnable Situations
Refunds cannot normally be provided for:
- Incorrect shipping address provided by customer
- Packages refused without authorization
- Normal product wear
- Damage caused by misuse
- Improper cleaning
- Pet chewing or scratching
- Accidental damage after delivery
Order Cancellation
Orders may be cancelled before processing begins.
If your order has not yet entered fulfilment, we will gladly issue a full refund.
Once an order has entered packing or shipping, cancellation may no longer be possible.
Instead, customers may request a return after delivery.
Refused Deliveries
If a shipment is refused without prior authorization and returned to us, additional shipping or handling charges may be deducted from the final refund.
Customs and Import Charges
International customers are responsible for any customs duties, import taxes, or local government fees required by their country.
These fees are not refundable by CozyPetNest.store.
Promotional Products
Free gifts received with qualifying purchases should also be returned if the primary purchased item is returned.
Failure to return promotional items may reduce the refund amount accordingly.
Gift Purchases
If your purchase was received as a gift, please contact our support team.
Depending on the circumstances, we may offer:
- Store credit
- Exchange
- Replacement
Fraud Prevention
To protect both our customers and our business, we reserve the right to refuse returns or refunds in cases involving:
- Fraudulent claims
- Abusive behaviour
- Repeated excessive returns
- Intentional product damage
- Policy misuse
Inspection Process
Every returned product undergoes inspection upon arrival.
Our team verifies:
- Product condition
- Completeness
- Hygiene
- Packaging
- Reported issue
Inspection typically requires 2–5 business days after receipt.
Quality Commitment
We carefully work with trusted suppliers to provide comfortable, practical, and reliable pet products.
Although no manufacturing process is completely perfect, we continuously monitor product quality and customer feedback to improve our catalogue.
Your Consumer Rights
Nothing within this Return & Refund Policy limits any rights you may have under applicable consumer protection laws.
Where local regulations provide greater protection than this policy, those legal rights will apply.
Contact Us
If you have any questions regarding returns, refunds, replacements, or exchanges, our customer support team is always happy to assist.
CozyPetNest.store
Address
116 Arlington Ave
Westmount, QC H3Y 2W4
Canada
Email
support@CozyPetNest.store
Phone
(416) 633-5545
We appreciate your trust in CozyPetNest.store. Our mission is to create a warm, comfortable, and welcoming shopping experience where every pet can enjoy a cosy place to rest and every customer can shop with complete confidence.