Refund policy

14-Day Love-It Guarantee & Returns Policy

❤️ Our Promise to You

We want you to truly love your CozyCrafts order.
If something isn’t right, we’ll remake it or refund it — no questions asked.

🗓 14-Day Love-It Guarantee

You have 14 days from receiving your order to let us know if you’re unhappy with anything.

You Choose:

✔ Free remake
✔ Full refund to your original payment method

✉ How to Request a Remake or Refund

Email us at support@cozycrafts.com.au within 14 days and include:

  • Your order number

  • A short note about the issue

  • Optional photos (these help us improve, but are not required)

In many cases, you won’t need to send the item back.
If a return is required, we’ll send simple instructions and the return address:

CozyCrafts Australia
4/2 Queen Street
Frankston, VIC 3199
Australia

⚠ Items sent back without contacting us first may not be accepted.

💔 Damaged or Incorrect Orders

Please email us immediately if:

  • Your order arrived damaged

  • The print quality isn’t what you expected

  • The wrong photo, scent or design arrived

  • Something is missing

👉 We’ll remake it or refund you — your choice.

💳 Refund Timing

Once approved, we will process your refund to your original payment method.

Most refunds are processed within a few business days.
Your bank may take extra time to show it on your account.

If it’s been more than 15 business days since we confirmed your refund and you don’t see it yet,
please message us so we can follow it up for you.

🤝 Need Help?

Not sure what to do or want advice first?
Just email support@cozycrafts.com.au — we always aim to find the fairest and friendliest solution for you.