Refund policy
Return & Refund Policy
We want you to be happy with your purchase. If something isn't right, here's how we handle returns, exchanges, and refunds.
Return Eligibility
- Items can be returned within 7 days of delivery.
- Product must be unused and in its original packaging with all accessories (bulbs, remotes, chargers, etc.) included.
- Items marked as "Non-Returnable" (e.g. sale items, customized/personalized pieces) cannot be returned.
How to Request a Return
1. Contact us on WhatsApp: +92 320 6341193 within 7 days of receiving your order.
2. Share your Order Number and reason for return along with a photo/video of the product.
3. Once approved, we'll guide you on how to send the item back to us.
Damaged, Defective, or Wrong Item Received
If you received a damaged, defective, or wrong item (e.g. broken lamp, faulty wiring, cracked decor piece), contact us within 24 hours of delivery with a photo/video of the product and its packaging. We will arrange a free replacement or full refund - no return shipping cost to you in this case.
Return Shipping Cost
- If the return is due to our error (wrong/damaged item): We cover the return shipping cost.
- If the return is due to change of mind: Customer bears the return shipping cost.
Refunds
- Once we receive and inspect the returned item, we'll notify you of approval or rejection.
- Approved refunds are processed within 5-7 business days via bank transfer, Easypaisa, or JazzCash (to the account used for original payment where applicable).
- Original shipping charges (if any, e.g. Express fee of PKR 300) are non-refundable unless the return is due to our error.
Exchanges
We're happy to offer an exchange (subject to availability) instead of a refund. Contact us on WhatsApp within 7 days of delivery to arrange this.
Order Cancellations
- Orders can be cancelled before dispatch by contacting us on WhatsApp.
- Once an order has been shipped, it cannot be cancelled, but you may request a return as per the policy above.
Non-Returnable / Non-Refundable Items
- Sale or clearance items
- Customized or personalized items
- Items without original packaging or missing accessories
Fragile Items - Please Note
Our products (lamps, ceramics, glass decor, etc.) are carefully packaged to prevent damage during transit. We recommend inspecting your parcel at the time of delivery. If there is visible damage to the packaging, please record an unboxing video - this helps us process damage claims quickly.
Contact Us
For any questions about returns or refunds, reach out to:
📞 WhatsApp: +92 320 6341193
📧 Email: thecozyhouse.pk@gmail.com