Refund policy
COZHOM Return & Refund Policy
Last Updated: [May 8, 2025]
At COZHOM, we want you to feel confident when beginning your 11PM Ritual.
We understand that trying a new personal-care product is a personal experience. That's why every COZHOM purchase is backed by our 30-Day Satisfaction Guarantee.
Our goal is simple:
Give your ritual a fair chance. If something isn't right, talk to us. We'll work with you to find an appropriate solution.
1. 30-Day Satisfaction Guarantee
Give Your 11PM Ritual a Fair Chance.
If you are not satisfied with your COZHOM experience, please contact us within 30 days of the date your order was delivered.
We will review your situation and work with you to determine an appropriate resolution.
Depending on the circumstances, we may offer:
- A refund
- A replacement
- Store credit
- Another appropriate solution
Our goal is not to make you go through a complicated return process.
We want to understand what happened and resolve it as quickly and reasonably as possible.
2. You Do Not Need to Automatically Return Your Product
Because COZHOM products are personal-care products intended for individual use, we do not automatically require customers to return opened or used products.
In many cases, you may not need to send the product back at all.
If we determine that a return is necessary, we will provide specific instructions.
Please do not send any product to our warehouse without contacting us first.
Unauthorized returns may not be processed.
3. Why We Do Not Operate a Traditional Return Program
COZHOM products are personal-care products that may come into direct contact with the skin.
For safety, hygiene, and quality-control reasons, we cannot routinely place opened or used products back into inventory for resale.
This means that an opened product cannot simply be returned and resold to another customer.
Instead, we review each situation individually.
This approach allows us to protect both:
You — and the next person who purchases COZHOM.
4. If You Change Your Mind
If you simply change your mind after purchasing COZHOM, please contact us as soon as possible.
If your order has not yet entered fulfillment, we will do our best to cancel it.
If your order has already been shipped, cancellation may no longer be possible.
In that case, please contact us and we will review your situation under our Satisfaction Guarantee.
5. If Your Product Arrives Damaged
We want your COZHOM experience to begin the moment your package arrives.
If your product arrives damaged, leaking, defective, or otherwise compromised, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the problem
- Photos of the product
- Photos of the shipping package, when applicable
We may ask for photographs to help us understand whether the issue occurred during manufacturing, fulfillment, or shipping.
Depending on the circumstances, we may provide:
A replacement or a refund.
6. If You Receive the Wrong Product
If you receive a product different from what you ordered, please contact us.
We will review the order and arrange an appropriate solution.
Depending on the circumstances, we may provide:
- The correct product
- A replacement
- A refund
- Another appropriate resolution
If we require the incorrect product to be returned, we will provide return instructions.
7. If Your Package Is Lost or Shows as Delivered
If your tracking information shows that your package has been delivered but you cannot find it, please first check:
- Your front door
- Mailbox
- Building reception or mailroom
- Other household members
- Neighbors
- The carrier's delivery information
If you still cannot locate your package, contact us.
We will review the tracking information and, when appropriate, work with the carrier to investigate the issue.
8. Refunds
If a refund is approved, it will generally be issued to the original payment method used to place the order.
Once the refund has been initiated, your bank or payment provider may require additional time before the funds appear in your account.
The exact timing depends on your payment provider.
COZHOM cannot control the processing time of your bank or payment provider.
9. Return Shipping
If COZHOM determines that a physical return is necessary because of a defective, damaged, incorrect, or otherwise approved return situation, we will provide specific return instructions.
Please do not pay to ship a product back to us without receiving instructions first.
If a return is required because of a COZHOM error or product issue, we will determine the appropriate handling of return shipping on a case-by-case basis.
For voluntary returns or situations where the customer simply changes their mind, return-shipping responsibility may depend on the circumstances.
10. Products That Have Been Opened or Used
We understand that you may need to experience the product before deciding whether it is right for you.
Therefore, an opened or partially used product may still be considered under our 30-Day Satisfaction Guarantee.
However, because COZHOM products are personal-care products, we do not guarantee that an opened or used product will be accepted for physical return.
In many situations, we may resolve the matter without requiring the product to be shipped back.
11. Subscription Orders
If you have an active COZHOM subscription, each recurring order is treated as a separate purchase.
If you wish to cancel a subscription, please do so before the next order enters fulfillment.
If a recurring order has already been processed or shipped, cancellation may no longer prevent that shipment.
If you are dissatisfied with a subscription shipment, please contact us within 30 days of delivery and we will review the situation under our Satisfaction Guarantee.
12. Multiple-Bottle Orders
If you purchase a 2-bottle or 3-bottle package, the Satisfaction Guarantee applies to the order as a whole, subject to the circumstances of the request.
Because these products are personal-care products, we may not require unused or opened products to be physically returned.
If you are dissatisfied with a multi-bottle order, please contact us before sending anything back.
We will determine the most appropriate resolution based on the circumstances.
13. What Our Guarantee Does Not Promise
Our 30-Day Satisfaction Guarantee is designed to reduce the risk of trying COZHOM.
It is not a guarantee of a specific health, medical, or sleep-related outcome.
COZHOM is designed as part of a personal bedtime ritual and wellness routine.
Individual experiences vary.
The Satisfaction Guarantee does not mean that every customer will experience the same result or that a particular sleep outcome will occur within 30 days.
14. Important Product-Safety Considerations
Please use COZHOM products only as directed.
If you experience irritation, discomfort, or another unexpected reaction, discontinue use.
If you have concerns regarding allergies, pregnancy, breastfeeding, medications, medical conditions, or other health-related circumstances, consult an appropriate healthcare professional before using the product.
For safety reasons, please do not continue using a product that causes an adverse reaction.
15. How to Request a Refund or Resolution
To request assistance under our Satisfaction Guarantee, please contact:
Email: [support@cozhom.com]
Please include:
1. Your order number
2. The email address used for your purchase
3. A brief description of the issue
4. Photos, if relevant
You do not need to write a long explanation.
Simply tell us what happened.
Our team will review your request and respond as soon as reasonably possible.
16. Please Contact Us Before Returning Anything
This is important.
Do not send a COZHOM product to our warehouse without contacting us first.
We operate our U.S. fulfillment process primarily for shipping orders to customers.
An unauthorized return may not be properly identified or processed.
If we need the product returned, we will provide the appropriate return instructions.
17. Our Approach to Customer Care
We don't believe that customer service should be a battle between a brand and its customers.
If something isn't right, we'd rather understand the situation and find a reasonable solution.
Our philosophy is:
You give the ritual a fair chance.
If something isn't right, talk to us.
We'll take it from there.
18. Contact Us
Website: www.cozhom.com
Email: [hello@cozhom.com]