Refund policy

What is Generic Exchange/ Return Policy ?

At CosyHugs, we want you to love what you buy. But if something doesn’t quite fit your space or expectations, we’ve got you covered.

Returns & Exchanges must be requested within 72 hours of delivery by emailing us at support@cosyhugs.com
Free reverse pickup is available for eligible Return cases.
For exchanges, customers are required to bear the return shipping cost. Please use a trusted courier service for self-shipping to send the product on our company address given below.

Important Guidelines:

Items must be returned in original packaging, securely packed to avoid transit damage.
Exchanges and Returns will not be accepted if:
- The product is damaged in transit
- The returned item is different from the original
- The complete set (e.g., pillow covers) is not included
Include your order number and exchange details inside the package.
Replacement will be shipped only after the original item passes our Quality Check.

Return for Damaged Product Policy:

At CosyHugs, we take great care to ensure your order reaches you in perfect condition. However, in the rare case that:

You receive a product that is damaged, defective, or has manufacturing issues
The item delivered is different from what you ordered or has missing components.

We’re here to help and will gladly process a return or replacement. This must be requested within 24 hours of delivery.

To Raise a Complaint, Please Provide:

📹 Unboxing Video (Mandatory)

A continuous, clear video capturing:

The sealed package before opening and then opening process
The condition of the product and outer packaging

⚠️ Note: Refunds or replacements cannot be processed without this unboxing video.

📸 Photographs (3–4 Clear Images)

The product issue (damage/defect)
The outer packaging with visible shipping label
Any other images that help assess the condition received

How to Submit:

Please email the unboxing video and images to support@cosyhugs.com within 24 hours of receiving your order with order details, otherwise your request will not be accepted. We’ll reach out to you promptly to resolve your query. Once everything is clarified, we’ll initiate the pickup process right away.

Reverse Pickup Policy:

We offer free pickup for eligible Return or Exchange cases.
Our courier partner will make up to two pickup attempts.
If all pickup attempts fail, the customer must self-ship the product with their own cost on the company address given below to proceed with return or exchange.

Quality Check Process

At CosyHugs, we take great care to ensure all returned items meet our quality standards before issuing a refund or exchange:

✅ All returned products undergo a thorough quality inspection
🚫 Returns with visible signs of use, damage, or washing will not be accepted
🔄 Refunds or exchanges are initiated only after the product passes our quality check

Refund Process

At CosyHugs, we ensure every refund is handled with care and transparency. Here's how it works:

🧾 Prepaid Orders

Refund Method: Reversed to your original mode of payment
Processing Time: Within 7 working days after return verification.

💵 Cash on Delivery (COD) Orders

Refund Method: Issued as a store credit voucher for future purchases on CosyHugs
Processing Time: Within 7 working days after return verification
Voucher Validity: Valid for 90 days from the date of issue