Overview

At SHOP COSY PTY LTD, customer satisfaction is our priority. We are committed to providing high-quality products that meet your expectations. If for any reason you are not satisfied with your purchase, we offer a comprehensive refund and exchange policy as outlined below.

(1) Refund and Exchange Eligibility

To be eligible for a refund or exchange, the following conditions must be met:

• The item must be unused, in its original packaging, and in the same condition that you received it.
• You must provide the e-receipt as proof of purchase.
• The request must be made within 30 days of purchase.

(1.a) Non-Returnable Items

Certain items are exempt from being returned:

• Some health and personal care items
• Items bought sale or on promotion
• If you simply changed your mind
• Minor failures (eg. the product's packaging is cracked/scratched/deformed but does not affect the safety or use of the product)

(1.b) Change of Mind Policy

Please note that we do not accept returns or provide refunds if you change your mind after making a purchase. All sales are final unless the item is defective or not as described.

(1.c) Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded unless we consider it has a major failure under the Australian Consumer Law (eg. the product is unsafe or is not fit for purpose).

(2) Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain amount of days.
• If rejected, we will provide an explanation and return the item to you at your expense.

Where we have determined that a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and SHOP COSY PTY LTD may choose not to provide a refund or exchange.

(2.a) Late or Missing Refunds

If you haven’t received a refund yet, please allow 5-10 business days for the money to be credited back to your original payment method. If you still have not received your refund after this period, please contact your payment provider as there is often some processing time before a refund is officially posted.

If you’ve done all of this and you still have not received your refund, please contact us at hello@shopcosy.com.au.

(3) Replacement/Exchanges

We only replace items if they are defective or damaged. If the defective or damaged item is out of stock and we are unable to replace it, then a refund will be provided.

If you wish to exchange an item for another similarly priced item, the Refund and Exchange Eligibility requirements in section 1 above will need to be met and the cost of exchange will be at your own cost. If you want to the an exchange please send us an email at hello@shopcosy.com.au.

(4) Returns

To return your product, please send us an email at hello@shopcosy.com.au.

• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  
• If you are shipping an item over AUD$100, an additional shipping insurance will be required to ensure that the items being returned arrive to us. We don’t guarantee that we will receive your returned item.
• If your order was shipped via the free-shipping policy, the initial shipping cost will also be deducted from your refund amount.
• An additional processing fee may apply to cover for the non-refundable fees charged by your payment or credit card provider.
• Returns must be made within 30 days of purchase.

(5) Consumer Guarantees

This Refund Policy is in addition to your rights under the Australian Consumer Law. For more information on consumer guarantees, please visit the Australian Competition and Consumer Commission (ACCC) website.

(6) Contact Information

For any questions related to refunds and returns, please contact us at hello@shopcosy.com.au

Last updated: January 2025