Customer Policy

Return, Refund and Cancellation Policy

This policy explains how Cozy Toy handles cancellations, returns, replacement requests, refunds, failed payments, and payment gateway transaction issues.

Last updated: June 2, 2026

Order Cancellation

Customers may request cancellation before the order is packed or dispatched by contacting support with the order ID.
Once an order is shipped, cancellation may not be possible and the return process may apply after delivery.
Customized, personalized, or made-to-order items may not be cancellable after production has started.

Return Eligibility

We offer a 7-day return policy.
Return requests should be raised within 7 days of delivery unless a different timeline is shown on the product page.
Products must be unused, clean, undamaged, and returned with original tags, packaging, inserts, and invoice where applicable.
For hygiene and child-safety reasons, used soft toys, personalized toys, damaged-by-use products, and opened hygiene-sensitive items may not be returnable.

Replacement Requests

Wrong, defective, or damaged products should be reported within 48 hours of delivery with photos and order details.
Approved replacement requests are processed after verification of the claim and product availability.
Approved replacements will be delivered within 10-12 days.
If replacement stock is unavailable, we may provide a refund or suitable support resolution.

Refund Timelines

Approved refunds are credited to the original payment method within 5 to 7 business days after verification.
The receiving bank, card issuer, wallet, UPI provider, or payment gateway may take additional time to credit the refund.
Refund status can be requested from support by sharing order ID, payment reference, and registered contact details.

Payment Failures

If payment is deducted but the order is not created, customers should contact support with transaction ID and screenshot.
We will verify the payment status with our payment gateway or bank records before confirming the order or refund.
Duplicate payments for the same order are refunded after verification through the payment gateway records.

Non-Refundable Charges

Shipping charges, gift wrapping, customization, payment gateway fees, and handling fees may be non-refundable where applicable.
Refunds may be reduced for missing packaging, damaged returned products, or customer-caused delivery failure.
Any mandatory statutory deduction or tax treatment will follow applicable Indian laws.

Support and Grievance Contact

For payment, order, cancellation, refund, shipping, or privacy related questions, contact Cozy Toy at hello@cozytoy.com or +91 98765 43210. We aim to respond within one business day.