Return Policy

I. Policy Overview

This return and exchange policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU) and applies to all consumers in the EU who purchase our sleepwear and loungewear products. COZYLAY LOUNGEWEAR TRADING LTD strictly adheres to EU consumer regulations, protecting the legal rights of EU consumers to return, exchange, and protect their after-sales interests. This policy clearly explains the conditions, procedures, fees, and refund rules for returns and exchanges, providing users with transparent and compliant after-sales service guarantees.

II. Legally Regulations for No-Reason Returns

• Return Period: EU consumers have a 14-day no-reason return right, calculated from the date the consumer signs for the goods. Returns can be requested within 14 days without any reason.
• Extension Due to Supplementary Information: If we do not fully inform users of their return rights, the return period will be extended to 12 months.
• Application Method: Consumers can submit a return request via the official email address flower@cozylay.com, indicating the order number and reason for return. We will review and respond within 24 hours.

III. Product Return and Exchange Requirements

To protect the legitimate rights and interests of both parties, products applying for return or exchange must meet the following conditions:

• The product must be in brand new, unused condition, without signs of wear, stains, odors, or damage;
• The original tags, labels, and packaging must be intact; labels must not be removed or cut off by the customer;
• The product must not have any man-made damage such as scratches, stains, washing, or alterations;
• Any accessories and packaging included with the product must be returned intact.

IV. Circumstances Under Which Returns and Exchanges Will Not Be Granted

We reserve the right to refuse return or exchange applications in the following circumstances:

• The application is submitted after the 14-day statutory return period;
• The product shows signs of wear, washing, alteration, damage, or stains;
• Tags, anti-counterfeiting labels, or outer packaging are missing or damaged;
• Special intimate clothing, once opened, cannot be returned or exchanged due to hygiene and safety concerns;
• Damage not attributable to our actions, lost items during transportation, or improper personal storage.

V. Shipping and Fee Explanation

• Returns Due to Personal Reasons: For returns due to personal preference, unsuitable size, or subjective dislike, the round-trip shipping costs are borne by the consumer.
• Returns Due to Merchant Responsibility: If the product has quality defects, the wrong style or size was sent, or the product is significantly different from the description, the shipping costs will be borne by us.
• Customs Duties and Surcharges: Customs duties and clearance fees incurred for cross-border returns within the EU will be handled according to local EU customs rules. For non-quality issues, these are borne by the consumer.

VI. Refund Processing Rules

• After we have received and verified the returned goods in good condition, we will refund the full amount to the original payment method within 14 calendar days.
• The refund only includes the actual amount paid for the goods and does not include shipping costs and customs duties borne by the consumer.
• If the payment platform incurs handling fees, they will be handled according to the platform's rules, and no additional fees will be deducted.
• If the goods are found to be damaged or soiled by human error, we will deduct the corresponding fees based on the extent of the damage, or refuse the refund altogether.

VII. Quality and After-Sales Guarantee

• If the product itself has quality issues such as fabric defects, broken stitching, or workmanship defects, the consumer can apply for a free exchange or full refund within 30 days of signing for the goods;
• We undertake formal textile safety testing standards. All our loungewear and pajamas comply with the EU REACH textile safety regulations and are free of harmful chemicals;
• Consumers do not need to bear any shipping costs for quality issues; we will handle all after-sales matters.

VIII. Policy Updates and Contact Information

1. This return and exchange policy may be revised according to updates to EU regulations and company business optimizations. The revised content will be published on our official website, cozylay.com, and will take effect immediately upon publication;

2. For inquiries regarding returns and exchanges, after-sales rights protection, or order disputes, please contact us via our official email: flower@cozylay.com.