Terms of service

OVERVIEW
This website is operated byCOZYMATIC.COM. Throughout the site, the terms “we”, “us” and “our” refer toCOZYMATIC.COM.COZYMATIC.COM offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - REFUND & EXCHANGE POLICY

You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you have to pay for the return or exchange cost if no quality issues are involved.

To be eligible for a return, all returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at wecare@cozymatic.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Item missing shall be reported within 3 days since receiving. For lost report beyond 3 days, cozymatic is not liable for compensation or replacement and reserves all the right for the final explanation.

You can always contact us for any return question at

wecare@cozymatic.com

or simply visit www.cozymatic.com and contact us through chat.   

Damages in transit

If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage. In case of product defect or damage, we will work collaboratively with you to guarantee functional use of the product.

• Suggest a self repair (with an offer of compensation to you)
• Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
• Offer a partial or full store credit voucher
• Replace the product (subject to availability)

To qualify for a defective return, one of the following must apply:

• -Item has a defect, or is faulty or malfunction
• -Incorrect item was received
• -Missing part(s)
• -Damaged

We recommend you to check the items within 48 hours of receipt and report to out customer service as soon as possible. Please offer the copy of your original order confirmation, confirm the item number & QTY of the defective item(s), photographs or video clearly showing the defect(s). To expedite response process, please provide pictures of the shipping label, package, product and damage part. Depending on the situation, we will be responsible for refunds, exchange or replacements according to your preference within 30 days of receipt. After 30 days, Cozymatic.com will make every attempt to rectify, But manufacturer defects found after 30 days of receipt are directed to the manufacturer’s warranty.

Exceptions / non-returnable items

Non-returnable items excluded from all change of mind returns include:

While all products have to go through quality check before shipping, product damage might be occasionally caused due to delivery. Cozymatic wants to save you assembly headache therefore most of our products are ready to use straight out of the box. This unfortunately also increases risks for minor damage over the long shipping. For minor damages(damage diameter is smaller than 2cm) that doesn't affect functional use, cozymatic won't cover return & exchange cost.

Due to heterogeneous nature of furniture material such as wood and marble, every product will have its very own and unique texture and color. Slight changes in color and lighter spots are to be expected, which is a part of the material experience and advertised as such, therefore won't be considered to be product defect. 

Although the shape and size of the product is precisely defined by digital design and robotic fabrication methods, the manual finishing and the general material behavior may result in slight geometric differences. The dimensions in the product description are therefore not guaranteed and can sometimes differ by an insignificant range, e.g. few millimeters.

For leather products, occasionally there are tiny spots or slight color unevenness caused during dyeing process, which will not be regarded as product defects. 

To save shipping cost to provide you best deal, certain products will be rolled, folded, or compressed for shipping and this might leave minor ink or mark on surface. This issue won't be considered as product defect but we are happy to provide cleaning tips or cleanser.

Products described as "made to order" or "customisation".

Items with hold-on service. While we are happy to provide order hold-on service, it also significantly adds operation cost. So in case the hold-on service is longer than one month, we won't be able to provide 30 Days No Hassle Return Service. In case of product damage or item missing, we will still provide standard post sale service. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Cozymatic has carefully checked each item before shipping out. In case of damage due to delivery, we will offer 1 time replacement for free. 

Cancellation
You can cancel your order within 3 days after order is confirmed, counting from order confirmation day, and get 90% refund. The 10% of order value will be applied as restocking fee. For made-to-order products or products requiring extra shipping lead time, production or customization has been progressed already after 3 days therefore cancellation won't be approved in general. In case of cancellation, we will charge to cover actual manufacturing or customization loss. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

SECTION 2 - SHIPPING & DELIVERY

SECTION 3 - DELIVERY METHODS & CHARGE
We work with a number of delivery partners and courier companies in order to deliver internationally. Due to difference of each country's industry standards, our delivery policy varies accordingly:

1. For the US, Australia & New Zealand. Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door. You may be required to assist the delivery company in carrying the item(s) from the curbside to your front door. If you live in an apartment building, the delivery will be to the front door of your building. For large items, the couriers will contact you to arrange a suitable delivery date.

2. For Hong Kong & Macao. Delivery is to door, this includes multi-story building with lift.

3. For Singapore & Malaysia. Delivery is to door, this includes multi-story building with lift.

Delivery partners will contact before visiting, so please make sure you leave the right contact information. While shipping cost is included in yours, there might be extra charge in below situations:

In the case of stairs without lift, our delivery partner might charge extra according to local standards. Occasionally due to shortage of staff, delivery companies might not travel past the ground floor if there are stairs.

In the case of using equipment for delivery assistance, shipping companies might charge extra according to local standards. For example it is considered to be industry standard to charge for offloading or uploading service.

While the above handling charge is subject to industry standards for each country and region, and beyond cozymatic's commitment for delivery cost coverage, we are more than happy to offer you a compensation on demand. With proof of payment, such as receipt or invoice, cozymatic will offer reimbursement with no more than 10% of order value, in the format of store credit. 

SECTION 4 - SPECIAL REQUEST

We understand your order can be a gift, reward or a treatment. Here is a few complementary service we provide:

1. Hold your order service

You you place order to reserve inventory first and we will hold your order until your further notification. (While this service is free of charge, our standard service protocol won't apply for hold-on order if it is longer than 1 month. For details, please refer to refund & exchange policy.)

2. Write a greeting card

If it's a gift, we can provide a handwritten greeting card. This service is only available in English and you need to provide the content.

3. Customisation

For certain products we provide customisation service, such as to provide variance of colour and material. This service is addressed on the product detail page.

To request above services, kindly contact us by whatsapp, wecare@cozymatic.com, or note feature at checkout.

SECTION 5 - ASSEMBLY INFORMATION

To minimise the hassle, COZYMATIC will fully assemble or assemble the main part at dispatch. Yet in order to offer the lowest prices possible, and so that your furniture arrives damage-free, some of the items available at COZYMATIC will require assembly of different levels. Assembly requirement has been addressed at description of each product detail page. There are in total four levels of assembly. 

No Assembly Required

Generally "No Assembly Required" means that the product comes fully assembled in the box, but products with this notation may require very light assembly such as screwing in legs on a sofa or dresser, or installing drawer pulls that are left off for safety during transport. Most items require some level of unboxing, including rolled rugs and mattresses that may need time to expand. Items with this notation should not require more than one simple step.

Minimal Assembly Required

Items with a "Minimal" assembly notation typically require light assembly of a few parts, or in some cases, full assembly that is only a few easy steps. Minimal assembly would normally take less than 15 minutes to perform.

Partial Assembly Required

Items denoted as assembly "Required" typically need more extensive assembly, often requiring the use of tools. Most items for which a special tool is needed, such as a wrench. These items may take the average customer anywhere from 15 minutes to an hour to assemble, depending on your experience.

Full Assembly Required

Products labeled with "Full Assembly Required" will be delivered flat-packed and will require complete assembly. An average customer with minimal furniture assembly experience can expect to spend 30 minutes or longer to assemble these pieces. Specialized tools (such as a cordless screwdriver), while not necessary, may be very helpful. 

Assembly Service On Demand(Hong Kong and Singapore Only)

Cozymatic partners with experienced assemblers and offers furniture assembly services in Hong Kong and Singapore.

Hong Kong: Assembly fee of the first item is fixed at 300 HKD. Extra 50 HKD will be charged for every additional piece.

Singapore: Assembly fee of the first item is fixed at 50 SGD. Extra 10 SGD will be charged for every additional piece.

Please contact WhatsApp, or wecare@cozymatic.com for scheduling. 

Kindly note that the assembler is not directly employed by Cozymatic, his option or action out of assembly service is not authorized by Cozymatic. In case of any product damage due to assembly, please come to our customer service directly.

SECTION 6 - PACK WITH CARE

Our general approach is that we always use the most cost efficient and sustainable packaging solution, without jeopardising functionality. 

For small items such as utensils, soft furnishing or replacement parts, we use recyclable packaging bag. 

For big items(ranging from 10-40KG) such as chairs, side table, shoe rack, we use cardboard made out of recycled paper. 

For extra heavy or large items(40KG+), such as sideboard, sofa, cabinet, we use cardboard with nailed wood frame. While this might require extra effort in removing packaging, it does reduce product damage by 35% during transportation. 

GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.