Refund policy

RETURN & REFUND POLICY

Last Updated: June 2026

Welcome to CozyPawNest.store.

At CozyPawNest, we believe every pet deserves comfort, warmth, and a cozy place to call home. We are committed to providing high-quality pet houses, pet beds, pet tents, and pet comfort products that meet the expectations of pet parents around the world.

Your satisfaction is extremely important to us. This Return & Refund Policy explains your rights, responsibilities, and available remedies when purchasing products through our website.

By placing an order on CozyPawNest.store, you acknowledge and agree to the terms outlined below.

1. OUR SATISFACTION GUARANTEE

We stand behind the quality of our products and strive to ensure that every customer enjoys a positive shopping experience.

If you are not completely satisfied with your purchase, you may be eligible for a return, replacement, store credit, or refund under the conditions described in this policy.

We encourage customers to carefully inspect all products upon delivery and contact us promptly if any issues arise.

2. RETURN ELIGIBILITY

To qualify for a return, the following conditions must be met:

  • The return request must be submitted within thirty (30) calendar days from the date of delivery.

  • The product must be unused, unwashed, and in its original condition.

  • The product must include all original packaging, accessories, manuals, labels, and tags.

  • The item must not show signs of excessive wear, misuse, damage, or alteration.

  • Proof of purchase must be provided.

Products returned without prior authorization may be refused.

3. 30-DAY RETURN WINDOW

Customers have thirty (30) days from the date of successful delivery to initiate a return request.

Requests submitted after the return window has expired may not be eligible for a refund or replacement unless required by applicable consumer protection laws.

4. FREE RETURN POLICY

CozyPawNest.store proudly offers free returns for eligible orders.

If your return is approved:

  • A prepaid return solution may be provided when available.

  • Return instructions will be sent by our support team.

  • Customers must follow all return instructions provided.

Unauthorized returns may experience delays or rejection.

5. REFUND ELIGIBILITY

Refunds may be approved under the following circumstances:

Damaged Products

If your product arrives damaged during transit, please contact us within seven (7) days of delivery and provide:

  • Order number

  • Photos of packaging

  • Photos of damaged item

  • Description of damage

Upon verification, we may provide:

  • Full refund

  • Replacement item

  • Store credit

Defective Products

If a manufacturing defect is discovered, please notify us as soon as possible.

Examples include:

  • Broken structural components

  • Faulty stitching

  • Defective zippers

  • Missing assembly components

  • Significant material defects

Normal wear and tear is not considered a manufacturing defect.

Incorrect Item Received

If you receive a product different from what was ordered, we will work quickly to correct the issue.

Possible remedies include:

  • Replacement shipment

  • Refund

  • Store credit

Lost Shipments

If a package is confirmed lost by the carrier, we may offer:

  • Replacement shipment

  • Full refund

Carrier investigations may be required before approval.

6. NON-RETURNABLE ITEMS

For hygiene, safety, and operational reasons, certain items may not be eligible for return.

Examples may include:

  • Used pet bedding

  • Washed products

  • Customized products

  • Personalized products

  • Clearance items

  • Final sale items

  • Gift cards

  • Promotional giveaways

These exclusions may vary depending on local laws.

7. CHANGE OF MIND RETURNS

We understand that preferences may change.

Customers may request a return due to:

  • Change of mind

  • Ordering the wrong size

  • Ordering the wrong color

  • No longer needing the item

Such requests may qualify for a refund provided the item remains in original unused condition.

8. RETURN PROCESS

To initiate a return:

Step 1

Contact our support team.

Email:

support@CozyPawNest.store

Include:

  • Full name

  • Order number

  • Product name

  • Reason for return

  • Supporting photographs if applicable

Step 2

Our team will review your request.

Step 3

Return instructions will be provided if approved.

Step 4

Ship the item according to provided instructions.

Step 5

Inspection will occur after receipt.

Step 6

Refund or replacement will be processed if approved.

9. REFUND PROCESSING TIME

After the returned product has been received and inspected:

  • Refund approval generally occurs within 3–7 business days.

  • Financial institutions may require additional processing time.

  • Total processing time may vary depending on payment provider.

10. REFUND METHODS

Refunds are generally issued using the original payment method.

Possible payment methods include:

  • Visa

  • Mastercard

  • American Express

  • Discover

  • PayPal

  • Shop Pay

  • Apple Pay

  • Google Pay

If the original payment method is unavailable, an alternative solution may be offered.

11. PARTIAL REFUNDS

Partial refunds may be issued when:

  • Returned items are incomplete

  • Packaging is missing

  • Damage is caused after delivery

  • Products show signs of use

The amount refunded will depend on the condition of the returned product.

12. EXCHANGES

We gladly assist customers seeking exchanges.

Exchange requests may be submitted for:

  • Different size

  • Different color

  • Replacement of defective item

Availability cannot be guaranteed until inventory is confirmed.

13. ORDER CANCELLATIONS

Orders may be canceled before fulfillment begins.

Once processing or shipping has started, cancellation may no longer be possible.

Customers should contact support immediately if cancellation is desired.

14. FRAUD PREVENTION

To protect our customers and business operations, we reserve the right to:

  • Request additional verification

  • Refuse suspicious return requests

  • Investigate unusual refund activity

  • Deny claims involving fraud or abuse

15. LIMITATION OF LIABILITY

CozyPawNest.store shall not be liable for:

  • Indirect damages

  • Incidental damages

  • Consequential damages

  • Loss of profits

  • Loss of opportunity

except where prohibited by applicable law.

16. CUSTOMER SUPPORT

For return and refund inquiries, please contact:

CozyPawNest.store

Address:
3202 Rue de Versailles
Québec, QC G1X 1E4
Canada

Phone:
(800) 465-2422

Email:
support@CozyPawNest.store

We are committed to helping every pet parent enjoy a safe, comfortable, and worry-free shopping experience.