Returns Policy

How to Return Your Product

Faulty Products

To lodge a claim:

  • Simply contact our Support team through your Cozzy Customs account dashboard and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
  • Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
  • If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you. For larger items, an on-site assessment may be arranged.
  • Once we receive the product, our experienced technicians will assess it and determine how to best resolve the issue.

As an online retailer, Cozzy Customs do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:

ENQUIRY & TROUBLESHOOTING

Our Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item. To assist our team resolve your issue as quickly as possible, please include photos and/or video of the issue when you contact us through your Cozzy Customs Resolution Centre

ITEM RETURN

If necessary your item may need to be returned. Smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or our repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. Some items such as large white goods and Lounge Furniture may be assessed on-site. If your item is diagnosed as faulty, Cozzy Customs will cover the cost of sending this to our nominated repair centre, however if you are returning a Cozzy Customs Exclusive Brands product because you changed your mind, you will need to cover the cost of sending the product back to us.

TECHNICAL ASSESSMENT

Your item will be assessed by our technicians or sent to the manufacturer. While we endeavour to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.

Please note: Some highly technical products such as DSLR cameras and drones may take up to 20 business days to assess and repair, however you will of course be notified if we expect the total repair time to exceed 10 business days.

REPAIR OR REPLACEMENT

We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement.

RETURN DELIVERY

We will deliver any repaired items back to you or arrange a replacement if necessary. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Cozzy Customs.

Please Note: While the return process may take up to 10 business days, excluding transit times, we endeavour to complete returns as quickly as possible, and many are resolved within the week. Return delivery times are estimates only and may vary based on location.

 

Manufacturer’s Warranty

In most instances, where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Many manufacturers will have dedicated Support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.
You may prefer to contact the manufacturer directly to seek a resolution rather than Cozzy Customs.

If you would prefer Cozzy Customs to assist you, and choose not to go to the manufacturer, then our team will of course be happy to assist you and you can contact us directly through the Cozzy Customs Resolution Centre.