Assembly Information

Refund, Return, Replacement, Cancellation, and Delay Compensation Policy

30 Day Return & Exchange Policy

You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but we will charge 20% of order value as restocking fee.

To start a return, refund, replacement, cancellation, or delay compensation please FILL THIS FORM.

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. In case of item return, please send back the parcel within 30 days. 

For cancellation, you are entitled to initiate a cancellation within 3 days from order confirmation day. For more details, please scroll down to the section of CANCELLATION.

In case of damage in transit, please make sure to upload a picture of the product with the original package, a picture of the whole product, and a picture of the damaged part. 

Whether the request is rejected or approved, we will respond by email. In case you are not satisfied with the result, welcome to respond to the email and our client concierge team will follow up accordingly.  

Item missing or damaged shall be reported within 48 hours since receiving. For report beyond that, cozymatic is not liable for compensation or replacement and reserves all the rights 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 will make every attempt to rectify, but manufacturer defects found after 30 days of receipt are directed to the manufacturer’s warranty. For more details, please refer to...

In case of replacement, Cozymatic won't be able to provide disposal service of the damaged/defective part due to covid impact.

Policy Exceptions / non-returnable items

Non-returnable items excluded from all change of mind returns include below scenarios.

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.

Certain products are considered to be fragile items, including but not limited to products made of marble, glass, manufactured wood, or crystal. While cozymatic packed with care, but inevitably it adds extra risk for shipping these items. For products of such materials, it won't be considered to be product default in case of minor scratch that doesn't affect functional use(damage diameter is smaller than 2cm).

Due to heterogeneous nature of furniture material such as wood, rattan 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.

Due to the wrapping and shipping process, occasionally there might be fungus or dirt on the product surface, which can be easily removed by a common cleanser. This issue won't be covered as 30 day no hassle return policy. 

Products described as "made to order" or "customisation". Products tagged as "customisation", "extra lead time", or "made to order" are only made for your order therefore standard service protocol won't apply to products of such, this includes cancellation, exchange, damage in transit, return and refund. In case of any issues for products of such, please contact our customer service directly. 

Under the Health Act, and for hygiene reasons, sheets, quilts covers, pillowcases, comforters, blankets, pillow protectors, mattress protectors cannot be returned, exchanged or refunded if they have been opened and/or washed, unless faulty.

All forms of clearance stock (e.g. last piece sale.).

Business procurement or order of high value(over 1000 AUD or equivalent amount in other currency) with discounts applied. Cozymatic is always passionate about collaboration with all sorts of business, including but not limited to designers, resellers, influencers. With business procurement discounts and service terms, we can no more offer change of mind return. The rest of the standard service protocol still applies to business procurement. A restocking fee and processing fee will be applied to merchandise that is returned or exchanged for such scenario. 
* (how we define business procurement. During presale engagement including chat, phone call, and email, the buyer has revealed itself as business, including but not limited to designers, resellers, influencers, we will consider any order placed by the business itself, employees, shareholders, or affiliates as business procurement)

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 or Order Amendment

You can cancel or amend your order within 3 days after order is confirmed, counting from order confirmation day. We will charge 10% of the item value or order value (depends on items affected) as cancellation fee. 

In case a cancellation is raised after 3 days or the product has been dispatched already, the cancellation fee depends on processing cost. 

Standard cancellation protocol doesn't apply to products described as "Made to Order", "Customisation" or "Extra Shipping Lead Time". Production or customization order will be sent to factory right after order is confirmed therefore cancellation won't be approved in general. In case of cancellation, we will charge to cover actual manufacturing or customization loss. Once the order is confirmed we will send the manufacturing requirement to factory immediately and it is irreversible. There is extra lead time addressed on each product detail page. In case that cancellation is requested within 50% time of the extra lead time, cozymatic preserves rights to keep 50% of total payment. In case that cancellation is requested later than 50% of the extra lead time, cozymatic preserves rights to keep 100% of total payment.

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 within 30 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping Delay Compensation
While 88% of orders are delivered within our committed lead time, we'd like to do more than just saying sorry for the remaining 12% of customers. Therefore starting from Sept 2021, if your order is not delivered within our committed time, please fill the below form; cozymatic will offer 10% of your order value in the form of a shopping voucher.

In case of customization, please add manufacturing time on top of standard shipping lead time.
In case of multiple parcels, shipping fulfilment time counts from the first arrival.
Please apply for compensation only after receiving the items.
Due to currency exchange and discount code format, the voucher value approximately equals to 10% of order value.