Last Updated: January 9, 2026
At Cozyscenthandmad, we are committed to customer satisfaction and stand behind the quality of our packaging materials and services. This Return Policy outlines the conditions under which returns are accepted and the procedures for requesting returns or refunds for our products and services.
We understand that occasionally products may not meet your expectations or services may require adjustment. This policy is designed to provide clear guidelines for resolving such situations fairly and efficiently while maintaining the integrity of our business operations.
To be eligible for a return, items must meet specific criteria depending on the type of product or service purchased. Understanding these requirements helps with processing of your return request.
Standard packaging materials such as boxes, bubble wrap, packing tape, and similar supplies may be returned within thirty days of purchase if they meet the following conditions:
Opened packages of consumable materials such as tape or packing peanuts cannot be returned for hygiene and quality control reasons unless the items are defective or damaged upon receipt.
Custom-designed packaging created specifically to your specifications presents unique considerations. Due to the personalized nature of these products, custom packaging is generally non-returnable and non-refundable once production has begun.
However, we will accept returns or provide refunds for custom packaging in the following circumstances:
Claims regarding custom packaging must be made within seven business days of receipt. You must provide photographic evidence of the issues and retain all items in their received condition for inspection if required.
Certain products and services are not eligible for return under any circumstances due to their nature or industry regulations:
We take great care in quality control and packaging of all items before shipment. However, if you receive damaged or defective products, we want to resolve the issue promptly and fairly.
You must inspect all items immediately upon receipt. If you discover damage or defects, notify us within forty-eight hours of delivery. Contact our customer service team with your order number and description of the issue. We may request photographs or other documentation to assess the damage.
For damaged shipments, do not discard the original packaging, as this may be needed for carrier claims or return shipping. Retain all packing materials, boxes, and protective coverings until the issue is resolved.
Depending on the nature and extent of the damage or defect, we will offer one of the following resolutions:
The resolution method will be determined based on product availability, severity of the issue, and your preferences. We strive to provide the most satisfactory solution for each unique situation.
To initiate a return, follow these steps to ensure efficient processing:
Reach out to our customer service team via phone or email to request a return authorization. Provide your order number, description of items to be returned, and reason for the return. Our team will review your request and determine eligibility based on this Return Policy.
Do not ship items back to us without first obtaining a return authorization number. Unauthorized returns may be refused or subject to processing delays.
If your return is approved, you will receive a return authorization number and detailed instructions for packaging and shipping the items back to us. This authorization number must be clearly marked on the outside of the return package.
Return authorizations are valid for fourteen days from the date of issue. Returns received after the authorization expiration may not be accepted or may require a new authorization.
Pack items carefully using appropriate protective materials to prevent damage during return shipment. Include all original packaging, documentation, and accessories that came with the product. Place the return authorization number prominently on the outside of the package.
We recommend using a trackable shipping method and purchasing shipping insurance for valuable items. You are responsible for ensuring items reach us safely, and we cannot issue refunds for items lost or damaged during return transit unless we provided a prepaid return label.
Ship the package to the address provided in your return authorization instructions. Unless the return is due to our error or defective products, you are responsible for return shipping costs. We will provide a prepaid return label for returns of damaged, defective, or incorrectly shipped items.
Once we receive your returned items, we will inspect them to verify they meet return eligibility requirements. This inspection typically takes three to five business days from receipt.
Approved refunds will be processed using the original payment method whenever possible. Credit card refunds typically appear within five to ten business days, though timing may vary depending on your financial institution. Other payment methods may have different processing timeframes.
In some cases, we may issue refunds as store credit rather than monetary refunds, particularly for returns made outside the standard return window or for items with minor issues. Store credit never expires and can be applied to future purchases.
The refund amount will equal the original purchase price of the returned items. Original shipping charges are refundable only if the return is due to our error or defective products. Return shipping costs paid by you are not refundable unless we provided incorrect return instructions.
For partial returns of orders that qualified for free shipping or shipping discounts, we may deduct actual shipping costs from the refund amount if the remaining order value falls below the free shipping threshold.
We accept exchanges for different sizes, quantities, or alternative products of equal or greater value. The exchange process follows the same authorization and shipping procedures as returns.
If you wish to exchange an item for a more expensive alternative, you will be charged the price difference. If exchanging for a less expensive item, the difference will be refunded according to our standard refund procedures.
Exchanges are subject to product availability. If the desired exchange item is not available, we will offer a refund or store credit instead.
For service-based offerings such as custom packaging design consultations or logistics coordination, different cancellation policies apply:
You may cancel service orders with full refund if cancellation occurs before we begin work on your project. This includes services scheduled for future dates or custom projects still in the planning phase.
Cancellation requests must be submitted in writing via email or through our customer service department. Cancellations are effective upon our confirmation receipt.
Once we have commenced work on your project, cancellations may result in partial charges for time and materials already invested. The specific charges will be calculated based on the percentage of work completed and any non-recoverable expenses incurred.
For ongoing services with regular billing cycles, you must provide at least thirty days notice of cancellation to avoid charges for the subsequent billing period.
Most returns are processed without restocking fees. However, in certain situations we may assess a restocking fee of up to fifteen percent of the purchase price:
Any applicable restocking fees will be clearly communicated when you receive your return authorization. If you do not agree with the restocking fee, you may decline the return authorization and retain the items.
Returns from international customers are accepted under the same conditions as domestic returns, with some additional considerations:
International return shipping costs are the responsibility of the customer unless the return is due to our error or defective products. We recommend using a trackable, insured shipping method for international returns.
Customs fees, duties, and taxes paid on the original order are not refundable. You may be responsible for additional customs charges when returning items internationally. We cannot control or predict international customs procedures or associated costs.
International returns may require longer processing times due to shipping duration and customs procedures. Please allow additional time for international return transactions to complete.
In addition to our return policy, certain products may be covered by manufacturer warranties. We will assist you in pursuing warranty claims when applicable, though warranty terms are set by the manufacturers and not by Cozyscenthandmad.
Warranty claims typically require proof of purchase and may have specific requirements regarding the condition of the product and nature of the defect. Review any warranty documentation provided with your purchase for complete details.
We understand that unusual situations occasionally arise. If you have circumstances that do not fit within this standard Return Policy, please contact our customer service team. We will review your situation on a case-by-case basis and work to find a fair resolution.
Management reserves the right to make exceptions to this policy when appropriate, though such exceptions do not set precedent for future transactions or imply modification of our written policies.
We may update this Return Policy periodically to reflect changes in our business practices, legal requirements, or operational procedures. When we make changes, we will update the date at the top of this policy and may provide additional notice for significant modifications.
Your rights under the policy in effect at the time of purchase will govern any returns of those specific items, even if the policy is later modified.
If you have questions about this Return Policy or need assistance with a return, please contact us:
Cozyscenthandmad
1560 Broadway, New York, NY 10036, USA
Phone: +1 212-768-1560
Email: notifyuse@cozyscenthandmad.world
Our customer service team is available during business hours to assist you with returns, exchanges, and related inquiries.