Refund and Return

Refund, Resend and Returns Policy

Please read the following policies carefully.

COZYSUNBEAM offers a quicker dispute solution and will appreciate it a lot if you provide:

  1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
  2. The products need to be returned to COZYSUNBEAM if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, COZYSUNBEAM will make a refund, resend, or accept the return for any of the following cases:

  1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from COZYSUNBEAM warehouse. Following countries and shipping methods may be different:

  1. For orders shipped to the USA, it will be counted 45 days after orders departed from COZYSUNBEAM warehouse.
  2. For Brazil, it is after 110 days counting from the date that order departed from COZYSUNBEAM warehouse due to the strict customs clearance at Brazil.
  3. For some special shipping methods, COZYSUNBEAM cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, COZYSUNBEAM will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

  1. Orders not Received.

COZYSUNBEAM will not deal with the refund or resend if the tracking information shows the order is delivered.

  1. If the package is not received, a non-delivery certification issued by the local post office with an official seal is necessary.
  2. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
  3. a) Incorrect/insufficient address.
  4. b) No such number.
  5. c) Unknown recipient.
  6. d) Refused.
  7. e) Do not pick up in time.
  8. f) No safe delivery location.
  9. g) Uncleared customs.
  10. h) Others.

Notes:

The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, COZYSUNBEAM takes no responsibility if products have been lost.

  1. Products Damaged.

COZYSUNBEAM offers a full refund or a replacement if packages arrived are badly damaged.

COZYSUNBEAM offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

  1. For fragile products, a refund is highly recommended.
  2. Clients shall complain or open a dispute within 30 days after packages are delivered.
  3. Incorrect or Missing Products.

COZYSUNBEAM has a strict quality control process before products are dispatched. COZYSUNBEAM will deal with incorrect or missing products as follows:

  1. For incorrect products, COZYSUNBEAM offers a full refund or replacement.
  2. For products with wrong color, size which doesn't affect product function, etc., COZYSUNBEAM offers a refund or resend once the client raises a complaint including name, content and date.
  3. For parts missing which doesn’t affect product function, COZYSUNBEAM may refund partially or resend the missing part; for parts missing which affect product function, COZYSUNBEAM will resend the product only.
  4. For accessories, COZYSUNBEAM will resend the accessories.

Notes:

For size problem, COZYSUNBEAM will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

  1. Orders Cancellation.

For orders cancellation, COZYSUNBEAM offers a full refund before products are processed by warehouses.

Important Interpretation

  1. Deadline of Opening Dispute.

A dispute cannot be opened if the order status is closed.

  1. Force Majeure.

COZYSUNBEAM takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, COZYSUNBEAM will notify you by Chat, Skype, Email, Line, WhatsApp etc.

  1. Destination Limits.

Due to limited international transportation, COZYSUNBEAM will not accept any disputes when orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, El Salvador, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.