Refund policy

COZYROVER · CUSTOMER CARE

Last updated: October 26, 2026

At Cozyrover, every little detail matters. We want your handmade soaps and thoughtful gifts to arrive just as beautifully as you imagined. If something isn't quite right, we're here to make things easier.

30 Days

Return Window

Free

Return Shipping

15 Min

Cancellation Window

01. Our Return Promise

We accept return requests for eligible products within 30 days of delivery. To qualify for a standard return, your item must be unused, unopened, in its original condition, and accompanied by its original packaging and any included accessories.

Because our collection includes personal care soaps and decorative handmade gifts, additional hygiene-related conditions may apply. Returns are subject to the eligibility requirements below and your rights under applicable law.

02. Handmade Soap & Hygiene

Your well-being and product hygiene are important to us. For hygiene reasons, we generally cannot accept standard returns of soaps that have been used, washed, cut, or opened in a way that makes them unsuitable for resale.

Please note that our artisan soaps may feature small variations in color, shape, pattern, and decorative details. These natural-looking differences are part of their handcrafted character and do not necessarily indicate a defect.

03. Return Shipping & Fees

We offer free return shipping for approved eligible returns. Once your return request is accepted, we will provide a prepaid return label and instructions for sending your package back.

Restocking Fee: 0%. No restocking fee is charged for approved eligible returns.

04. How to Start a Return

If you would like to return an eligible product, please contact our customer care team at service@cozyrover.store within 30 days of delivery.

Please include the following information:

Your order number
The item you wish to return
A brief explanation of your request
Photos of the item, if relevant

Once approved, we will email you the return instructions and prepaid shipping label. Please do not send products back without contacting us first, as unauthorized returns may not be processed.

05. Order Cancellations

Changed your mind? You may request to cancel your order or remove items within 15 minutes of placing your order, provided the items have not already been fulfilled.

To request a cancellation, please contact us promptly at service@cozyrover.store. After the cancellation window has passed, we may be unable to cancel or modify your order. Eligible delivered items may still qualify for a return under this policy.

06. Damaged, Defective or Incorrect Items

We take great care in preparing your order. If your soap arrives damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Include your order number and clear photographs of the product and packaging. We will review the issue and work with you toward an appropriate solution, such as a replacement or refund, in accordance with applicable law.

07. Non-Returnable Items

Certain products are generally not eligible for standard change-of-mind returns, including:

Used soaps or personal care products
Opened products that cannot be safely resold for hygiene reasons
Personalized or custom-made soaps created to your specifications
Gift sets with missing, used, or damaged components
Products specifically identified as final sale before purchase

These exclusions do not affect your statutory rights, including remedies for defective, damaged, or incorrectly supplied products. If you are unsure about an item's eligibility, please contact us before returning it.

08. Exchanges

If you would like to exchange an item, please contact our customer care team before returning it. Exchange options depend on product eligibility and availability. For approved exchanges, we will provide instructions for the next steps.

09. Refund Processing

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method unless otherwise required by law or agreed with you. Processing times may vary depending on your bank or payment provider.

If your refund has been approved but has not appeared after a reasonable processing period, please contact us for assistance.

10. Your Consumer Rights

Nothing in this policy limits or excludes any rights or remedies available to you under applicable consumer protection laws. This includes rights relating to defective products, incorrect descriptions, delivery issues, and any mandatory cancellation or withdrawal rights that may apply in your location.

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