Refund policy
Return and Refund Policy
Last Updated: October 19, 2026
At Cozy Paws, we want you and your furry friends to be happy with your purchase. If you need to return an item, please review the policy below for information about eligibility, return shipping, damaged products, and refunds.
1. Return Eligibility
You may request a return within 30 days of the delivery date, subject to the conditions outlined in this policy and applicable consumer protection laws.
To be eligible for a return due to a change of mind, items must be:
- Unused and in their original condition.
- Clean and free from pet hair, odors, stains, and signs of wear.
- Returned with their original tags, accessories, and packaging, where applicable.
- Accompanied by proof of purchase, such as your order number or confirmation email.
Items that have been used, washed, damaged after delivery, or handled beyond what is reasonably necessary to inspect them may be ineligible for a change-of-mind return or may qualify for a reduced refund where permitted by law.
These conditions do not limit any rights you may have under applicable law regarding defective, damaged, incorrect, or misrepresented products.
2. How to Start a Return
Please contact us before sending any item back. Returns sent without prior authorization may experience delays or may not be processed correctly.
To request a return:
- Email contact.wallbuddy@gmail.com with the subject line “Return Request.”
- Include your order number, the item you wish to return, and the reason for your request.
- If the item is damaged, defective, or incorrect, include clear photos showing the issue and the product received.
- Wait for our response with the return instructions and, where applicable, the authorized return address.
Please do not send items to the address printed on the original package or directly to a supplier unless we have specifically instructed you to do so.
Return requests submitted after the 30-day period may not qualify for a change-of-mind return, except where required by applicable law.
3. Return Shipping Costs
For returns due to a change of mind, such as ordering the wrong item or deciding that the product is no longer needed, the customer is responsible for return shipping costs unless we state otherwise or applicable law requires otherwise.
If an item arrives damaged, defective, incorrect, or materially different from its description, please contact us before arranging a return. We will review the issue and explain the available resolution and responsibility for any shipping costs in accordance with applicable law.
We recommend using a trackable shipping service when returning an item. Unless applicable law requires otherwise, Cozy Paws is not responsible for return shipments lost in transit before they reach the authorized return destination.
4. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at contact.wallbuddy@gmail.com.
Please include:
- Your order number.
- A brief description of the issue.
- Clear photographs or videos showing the product and the problem, where reasonably available.
We will review your report and explain the next steps. Depending on the circumstances and applicable law, the available resolution may include a replacement, repair, refund, or another appropriate remedy.
You will not be required to pay return shipping costs for an issue that we are legally responsible for. Please wait for our instructions before returning the item.
5. Non-Returnable Items and Exceptions
Certain items may not qualify for a return due to a change of mind where permitted by law. Any applicable exclusion will be disclosed on the product page or communicated before purchase.
We will not use this section to exclude rights that cannot legally be waived, including applicable rights relating to defective, damaged, incorrect, or misrepresented products.
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
6. Exchanges
If you would like to exchange an item for another size, color, or product, contact us at contact.wallbuddy@gmail.com before returning the original item.
Exchanges are subject to product availability and the applicable return conditions. If an exchange is unavailable, we will explain the available options.
Any additional payment or refund required for a different product will be communicated before the exchange is completed.
7. Order Cancellations
If you need to cancel an order, contact us as soon as possible and include your order number.
We will attempt to cancel the order if it has not yet been processed for fulfillment or shipment. Once an order has been processed or shipped, cancellation may no longer be possible, and the return policy may apply instead.
Cancellation requests and any applicable refunds remain subject to your rights under applicable law.
8. Refunds
Once an authorized return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method unless otherwise agreed or required by law.
We aim to initiate approved refunds within 5–10 business days after the return has been received and inspected. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.
If you have not received your refund after the applicable processing period, please contact us at contact.wallbuddy@gmail.com.
Any deductions, partial refunds, or return-related charges will be explained where applicable and will only be applied when permitted by law.
9. Late or Missing Refunds
If your refund has been approved but has not appeared in your account:
- Check your bank account or payment statement.
- Contact your card issuer or payment provider to ask whether the refund is still being processed.
- If the refund remains missing, contact us with your order number and refund confirmation details, if available.
We will review the status of the refund and help you determine the next steps.
10. Consumer Rights
This policy is intended to explain our standard return and refund procedures. It does not exclude, restrict, or replace any rights or remedies available to you under applicable consumer protection laws.
Where applicable law provides additional rights or requires a different process, those legal requirements will prevail over any conflicting term in this policy.
11. Contact Us
For questions about this policy, return requests, exchanges, cancellations, damaged items, or refunds, contact us at:
Store: Cozy Paws
Email: contact.wallbuddy@gmail.com
Please include your order number in your message so we can assist you more efficiently.
Thank you for shopping with Cozy Paws. We appreciate your trust and the opportunity to help you and your furry companion.