Refund policy

Returns Policy

Sometimes things just don’t work out, it happens!

Here at The Cozy Koi, all we want is to provide you with quality products and a satisfying shopping experience, so, if things go wrong, please don’t hesitate to let us know. Refer to the article below for more information on our returns policy to see how we may be able to help.


  1. Returns Eligibility

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must:

  • Must be unused, in its original condition, and with all tags attached.
  • The return request must be initiated within 30 days of receiving the product.


  1. Damages or Functional Issues

If your item is damaged, does not function properly, or, if you’ve received the wrong item, please contact us immediately so we can remedy this. If this is an error on our part, we will refund your shipping costs.

To better process your return, please ensure:

  • You have the original packaging if the item has arrived damaged
  • You can provide the order number and the item your return relates to
  • You can accurately describe the damage
  • That you please attach photographs of the defect/damage


  1. Exceptions

Unfortunately, items marked as Final Sale (subject to the New Zealand Consumer Law) or a change of mind, cannot be exchanged or returned, unless faulty.


  1. Exchanges

Unless the product is faulty or damaged, we do not accept exchanges at this moment.

 

  1. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thecozykoi.co.nz.




How to Initiate a Return

  1. Send us an email outlining your issue to support@thecozykoi.co.nz.
  2. Our support team will assess the situation and if a return and refund is accepted, we will email you a returns ticket, along with further instructions on how to fulfil the return.
  3. You should receive your refund within 15 days of a confirmed return.

 

Please note that we do not accept returns based on a change-of-mind basis and on final sale items. If the error is on our part, we will include the cost of shipping to your total refund amount if you send us a receipt and tracking number of the parcel.


We are currently working on a returns portal to make things easier for you. For any further details, please email us at support@thecozykoi.co.nz. Thank you for your patience!