Refund policy

RETURNS & REFUNDS

A. RETURNS:

Change of mind returns

If you purchase a product and change your mind, you may return eligible products to us within 3 working days of the date you received it and we will issue you with a store credit, but NOT a refund. However, the product must not have been opened or used. Our Change of Mind policy allows you to view a product in your own home, but not to use it, assemble it, or cause wear or damage to it. The packaging must also not be damaged. The original shipping fee is not refundable.

There are some products that can not be returned under Change of Mind policy. Please see the wider explanation of this in paragraph 7, below.

To qualify for a Change of Mind return, you/the customer must notify us by email of your change of mind no later than 24 hours after receiving the item. Once Cosy Abode approves a return, it must arrive back at our warehouse no later than 3 working days from our acknowledgement of the return. The shipping fee to return the item to us is the customer’s financial responsibility. Please also be advised that original delivery fees are non-refundable in cases of "Change of Mind". Finally, should you wish to return the item for Change of Mind, a 15% re-stocking fee will be applied.   

If a Change of Mind is conveyed to us before the product has been physically shipped from our warehouse, only the 15% re-stocking fee will apply. The time limit is 3 hours from the time of your order confirmation, as our packing & shipping process begins very quickly. 
NOTE: Only products in original, unused condition, with all packaging in tact will be considered for refund in case of Change of Mind. Dirt, scuffs, wear, scratches, tears, cracks, breakage, and any other damage on or to the product that will render it as unable to be sold as “brand new”, will not be refunded. The customer must then pay for shipping back to their address. 

Note that Change of Mind returns are different to returning a product under the Australian Consumer Law if the product is faulty. Please refer to the section at the bottom of this policy page, Your rights under the Australian Consumer Law.

You are responsible for the costs of shipping a Change of Mind product back to us, irrespective of any shipping method that may have been applicable at the time of your order. Any shipping fee we charged you at the time of order is non-refundable, as we pay third parties for delivery & this is a service that has been carried out & completed. The shipping amount will therefore be deleted from your store credit. Further, a re-stocking fee will apply. This is 15% of the price you paid us for the product and it covers the administrative work associated with processing your order, the warehouse costs for packaging & despatching your order, and a fee for the time involved checking the quality of the product & its packaging upon its return and returning it to our warehouse.

Products returned for change of mind reasons must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.

The following products can NOT be returned due to a change of mind:

  • Personal use items – i.e., products that are intended for contact with bare skin, the mouth or any other part of the body, are NOT eligible for change of mind return or refund on health & safety grounds. 
  • Gift Cards
  • Any custom-made, personalised products or those described as "made to order"
  • Mattresses & bedding. Bedding includes Manchester, quilts doonas and duvets, pillows, mattress toppers, protectors and underlays. This is also due to health & safety issues. Plus, we cannot wash an item & then sell it as new.
  • All products that were labelled at the time of your purchase as Clearance items
  • Products intended for or advertised as “commercial”, “industrial” or non-domestic.

Within 5 business days of receiving your return, and subject to us confirming that it qualifies to be returned – i.e., still in 'as-new' condition - we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the original fee to ship the product to you and the restocking fee.

Store credit voucher codes are valid for 12 months from the date we issue them.

IMPORTANT: We do NOT accept returns delivered in person to our depots, offices or warehouse facilities. We are an online business with no shopfront premises or staff. Many of our warehouse locations are shared facilities within a logistics centre and public entry is prohibited.

B. REFUNDS

If the wrong product is delivered

Should we ship the wrong product to you than what you ordered, please let us know as soon as possible, preferably within 24 hours of receiving your delivery. Please email us with your order number so we can verify your order against what has been shipped. If you can, we would appreciate a photo of the incorrect product you received. We will send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you. Or we will issue a refund.

Product Faults and Shipping Damage

All products from Cosy Abode leave our warehouses in secure, unbroken packaging. If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, tell the courier that you refuse to accept the delivery on this basis, and contact us immediately. We recommend that you ask the courier for a receipt or confirmation that they are taking the package back.

If you notice after a product arrives that it is missing parts, is faulty, is defective or shows signs of being damaged during the manufacturing process, please take photos or video clearly illustrating the problem and contact us as soon as possible, within 24 hours of receiving your delivery.

Your rights under the Australian Consumer Law (ACL)

The Australian Consumer Law (ACL) is the national law for fair trading and consumer protection. You have rights as a consumer under the ACL in relation to our goods that we cannot exclude. This includes consumer guarantees that our goods will:

  • be of acceptable quality and not be faulty or unsafe;
  • match their description; and
  • be fit for their intended purpose.

Nothing in these Terms is intended to limit or exclude your rights as a consumer under the ACL.

You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.