Refund policy

We want you and your furry friend to be completely happy with your purchase. To ensure a fair and efficient process for everyone, please review our return policy below.

How to Request a Return or Refund

Start Through Our Returns Portal
To begin a return, please submit your request via our official portal within 14 days of receiving your order. This is essential for us to track and process your request promptly.
   Portal Email: Send your request to acozypethome@outlook.com with the subject line "Return Request: [Your Order Number]".

Return Your Item Promptly
Once your return is approved, you have 14 additional days to ship the item back to us. For an item to be eligible, it must meet all of the following criteria:
   Unused and in its original condition (no signs of wear, tears, or alterations).
   All original labels, tags, and packaging are intact.
   Include your proof of purchase (order confirmation email or receipt).

Shipping Fees
The original shipping fee is non-refundable. Customers are responsible for the cost of returning the item to us.

Conditions We Cannot Accept
We are unable to accept returns that:
   Are requested or shipped outside the specified 14-day windows.
   Are not in re-saleable condition (e.g., used, stained, or missing tags/packaging).
   Show signs of excessive handling beyond reasonable inspection (e.g., removing protective seals or unnecessarily testing features).

Exception for Damaged or Faulty Items: We will gladly accept returns for damaged or faulty items, even with minor handling, provided you notify us of the issue at the time of receipt. In these cases, we will provide a prepaid return label.

Refund Processing Timeline
Your refund will be issued after the following two steps:
1.  We receive the returned item(s) at our warehouse.
2.  Our team inspects the item(s) to confirm they meet our return criteria.

This process can take up to 10 working days from the date we receive your package. You will receive an email notification once your refund has been processed. Please allow additional time for your bank or payment provider to reflect the funds in your account.

Thank you for choosing A Cozy Pet Home. We’re here to help make your pet’s space as cozy as can be!

Warmly,
The A Cozy Pet Home Team
Email: acozypethome@outlook.com