Refund policy

Cozy Closet adheres to a customer-centric after-sales principle, offering a unified 60-day extended worry-free after-sales period for all regular apparel items, starting from 00:00 on the day of actual delivery. This policy covers reasonable reconsideration, size exchange, and genuine quality assurance. This chapter details strict return timelines, eligibility criteria, standard procedures, refund schedules, shipping fee allocation, official exchange processes, and emergency handling for damaged deliveries. All after-sales requests are processed fairly and transparently without hidden barriers.

  1. Fixed 60-Day Official After-Sales Deadline

    All customers enjoy a 60-calendar-day after-sales validity period from delivery, regardless of promotions, membership levels, or product prices. Eligible returns, exchanges, and quality claims may be submitted within this window. After the deadline, the system closes permanently with no manual exceptions. Please inspect, try on, and process requests promptly.

  2. Eligible Return Conditions & Rejection Scenarios

    Returnable items must meet all criteria: original tags intact, official anti-counterfeiting stickers unbroken, no washing, no body odor, no large stains, no cutting or alteration, no yellowing or oxidation from long-term storage, and in brand-new resalable condition. Intimate protective items, personalized custom-sized items, and flash-sale clearance exclusive items are not eligible for free returns. Items with obvious wear, snags, removed tags, or intentional damage for fraudulent returns will be rejected and returned at your cost, with after-sales requests denied.

  3. Standardized Return Process & Refund Timeline

  4. Submit a formal return ticket via the member portal or official email within 60 days, providing order number, item details, reason, and photos for record.

  5. Our after-sales team reviews each request within 3 business days and sends a official return address, packing guidelines, and label via email if approved.

  6. Pack securely, attach the label, and return the item within 7 days; keep the return tracking number.

  7. Warehouse receives and inspects items for tags and damage within 3–5 business days.

  8. Upon full approval, finance processes refunds in queue, returning funds to the original credit card within 7–10 business days. Bank processing delays are beyond our control.

  9. Clear Shipping Fee Allocation


  • Returns due to brand-side quality defects (factory snags, severe uneven color, distorted fit, missing accessories): round-trip shipping fees are fully covered by the brand; submit valid receipts for reimbursement.
  • Returns due to personal reasons (dislike, poor fit, wrong size estimate, impulse regret): all round-trip shipping, warehousing, and repackaging costs are borne by you.
  • Rejected items returned due to non-compliance: return shipping is at your cost.

  1. Official Exchange Rules (Same Item, Same Color, Size Swap Only)

    We offer compliant exchanges only for size swaps of the same item and color. Cross-item, cross-color, price-upgrade, price-downgrade, and mixed-item exchanges are not allowed.

    Exchange process: apply via email within 60 days → order and condition verification → return address issued → return original item → warehouse inspection → priority shipping of new size → re-delivery. If the desired size is temporarily out of stock, we will notify you via email to wait for restock or switch to a full refund. Non-compliant worn items are rejected.

  2. Emergency Handling for Damaged/Defective Deliveries

    If you receive severely damaged packaging, torn clothing, large stains, factory defects, or missing accessories upon delivery, submit multiple-angle photos of damage, shipping label, and close-up details to customer service email within 48 hours for verification. We will immediately offer three free solutions:

  3. Full refund with no return required; you may dispose of the damaged item.

  4. Free expedited re-delivery of a new item with all shipping covered.

  5. Free size exchange of the same item with full brand support.

    Late claims or inability to prove on-arrival damage will be processed under standard return policy only.