This policy outlines the conditions, requirements, and procedures for returning products purchased through our website, in accordance with applicable consumer protection regulations in Australia.
Our store accepts returns only. Direct exchanges are not offered. This approach is due to product availability, variations, and sizing being managed across different logistics facilities, which makes it impractical to guarantee immediate exchanges.
Customers may return the received items and, if desired, place a new order separately through our website.
Customers may request a return within 25 days of receiving their order.
Returned items must meet the following conditions:
Returns will not be accepted for items that are used, damaged, altered, or missing original packaging.
Orders that have not yet entered processing may be cancelled within 24 hours of confirmation, provided shipment has not occurred. In such cases, a full refund will be issued.
If more than 24 hours have passed or the order has already been dispatched, refunds will only be processed through the standard return procedure.
Refunds are issued only after the returned items have been received and inspected.
To initiate a return, customers must submit an email request including the following information:
Order number
Reason for return
Photos of the item (required for defective or damaged products)
Our customer support team will provide further instructions once the request is received.
A return shipping label is included inside the parcel at the time of delivery and must be used for the return. Upon request, a digital copy of the label may also be provided.
Once returned items are received and verified, refunds are processed within 1–3 business days using the original payment method.
If the return is due to personal reasons such as preference changes, sizing concerns, or unmet expectations, return shipping costs are the responsibility of the customer.
If the return is due to defective products or transport-related damage, all return shipping costs will be covered by our store.
Refunds are generally issued using the same payment method used for the original purchase.
The time required for the refunded amount to appear in the customer’s account depends on the processing timelines of the relevant bank or payment service provider.
For return or refund requests, or for further assistance, please contact us using the details below:
Email: care@cozyupbase.com
Phone: +65 (871) 07415
Address: APT BLK 258 YISHUN STREET 22 #01-63, SINGAPORE 760258, SINGAPORE
Business Hours: Monday to Friday, 9:00 am – 3:00 pm (Australian time)
Delivery Area: Australia
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