Refund policy

COZZY LIFESTYLE™ Return & Refund Policy

Last Updated: 9 July 2026

At COZZY LIFESTYLE™, customer satisfaction is important to us. This Return & Refund Policy complies with the Consumer Protection Act 68 of 2008 ("CPA") of South Africa and explains your rights and our responsibilities when purchasing products from our store.

By placing an order through our website, you agree to the terms below.

1. Eligibility for Returns

You may request a return if:

  • You received the incorrect product.

  • Your product arrived damaged or defective.

  • Your order was incomplete.

  • The product has a manufacturing defect.

To qualify for a return:

  • You must contact us within 7 calendar days of receiving your order.

  • Proof of purchase must be provided.

  • Clear photographs of the product and packaging may be required.

  • Products must be returned in their original packaging where reasonably possible.

2. Hygiene & Cosmetic Products

Because our products are cosmetic skincare items intended for personal use, they are subject to hygiene and safety requirements.

For the protection of all customers, we cannot accept returns or exchanges where:

  • The safety seal has been broken.

  • The product has been opened.

  • The product has been used.

  • The product has been altered, damaged by misuse, or tampered with after delivery.

This restriction applies unless the product is defective, unsafe, or does not comply with the CPA.

3. Defective Products

If your product is defective, unsafe, or fails due to a manufacturing fault within 6 months of purchase, you may exercise your rights under Section 56 of the Consumer Protection Act.

Where applicable, COZZY LIFESTYLE™ may:

  • Repair the product (where appropriate);

  • Replace the product; or

  • Refund the purchase price.

Products showing damage caused by misuse, incorrect storage, accidents, negligence, unauthorized modification, or failure to follow usage instructions are not considered defective.

4. Products That Cannot Be Returned

Returns will not be accepted for:

  • Opened skincare or cosmetic products (unless defective).

  • Products purchased during clearance or final-sale promotions (unless required by law).

  • Products damaged after delivery due to misuse.

  • Change-of-mind purchases where the product has been opened or used.

  • Products returned without proof of purchase.

5. Change of Mind

If you change your mind before opening the product, you may contact us within 7 days of receiving your order.

Approval of change-of-mind returns is at the sole discretion of COZZY LIFESTYLE™ and may be subject to:

  • Inspection of the returned product;

  • The product being unopened, unused, and in resaleable condition;

  • Original packaging being intact.

If approved:

  • Original shipping fees are non-refundable.

  • Return courier costs are the responsibility of the customer unless otherwise agreed.

6. Damaged During Delivery

If your parcel arrives visibly damaged:

  • Photograph the package before opening it.

  • Notify us within 48 hours of delivery.

  • Retain all packaging until your claim has been assessed.

Failure to report shipping damage promptly may delay or affect your claim.

7. Refund Process

Once your returned product has been inspected, we will notify you of the outcome.

If approved:

  • Refunds will be processed using the original payment method where possible.

  • Processing may take 5–10 business days, depending on your payment provider.

  • Shipping charges are generally non-refundable unless the return is due to our error or a defective product.

8. Exchanges

We only replace products where:

  • The incorrect item was supplied.

  • The item is defective.

  • The item was damaged before delivery.

Exchange requests remain subject to inspection.

9. Incorrect Delivery Information

Customers are responsible for providing accurate delivery details.

COZZY LIFESTYLE™ is not responsible for delays, additional courier charges, or failed deliveries resulting from incorrect addresses supplied during checkout.

Any additional courier costs for re-delivery may be charged to the customer.

10. Return Shipping

Unless the return results from our error or a confirmed defective product:

  • Customers are responsible for return shipping costs.

  • We recommend using a trackable courier service.

  • COZZY LIFESTYLE™ is not responsible for returned parcels lost in transit.

11. Limitation of Liability

To the maximum extent permitted by South African law:

  • Individual skincare results vary from person to person.

  • COZZY LIFESTYLE™ does not guarantee specific cosmetic results.

  • We are not liable for allergic reactions where customers have failed to review ingredients or perform a recommended patch test.

  • Customers should discontinue use immediately if irritation occurs and seek appropriate medical advice where necessary.

Nothing in this policy limits any rights granted under the Consumer Protection Act.

12. Contact Us

For all return or refund enquiries, please contact:

COZZY LIFESTYLE™

Email: Katlego2724@gmail.com

Response Time: 1–2 Business Days

Please include:

  • Full Name

  • Order Number

  • Description of the issue

  • Photographs (if applicable)

We will assist you as quickly as possible.