Refund policy

If you are not satisfied with your purchase, please contact us within 30 days of receiving the item, and we will process your return/exchange request. Requests submitted after 30 days will not be accepted. Please be sure to contact us first via email at liuqinzhong@tomore.net.

Return/Exchange Conditions

Unauthorized returns will not be accepted.

Items must be returned within 30 days of receipt.

All items must be in their original condition as received, unworn or used, with all tags intact, and in their original packaging. You will also need to provide a receipt or proof of purchase.

For returns/exchanges, customers must use a trackable shipping method.

Non-Returnable Items:

Discounted items or gift cards are non-refundable.

Damage/loss caused by the customer is non-refundable.

General Return Process

Initiate a Return: Please send an email to liuqinzhong@tomore.net, attaching photos and/or videos of the item, and your order number. Our customer service staff will review your return request within 3 business days to determine if it qualifies.

Returning the Item: If your return request is approved, we will send you the return address and instructions for shipping the package. (Note: Unauthorized returns will not be accepted). We recommend using a trackable courier service that requires a signature upon delivery, as we are not responsible for lost returned/exchanged items.

Refund or Exchange: Upon receiving your returned/exchanged item, we will inspect it within 3-5 business days and then replace the item or issue a refund.

Return Costs

If the return is due to our fault (e.g., wrong item sent, product quality issue), we will provide a full refund;

If the return is due to the buyer's fault (e.g., dislike/unwant the item, ordered the wrong item/size), the buyer will be responsible for the shipping costs. For opened packages, we will charge a restocking fee (30% of the retail price of the item). This fee covers the shipping and handling costs of the item.

Consumers do not need to pay a restocking fee for returned items.

Refund

After receiving and inspecting your return, we will notify you whether your refund request has been approved. If approved, the refund will be returned to the original payment account within 2-3 business days.

If you have not received your refund within 2-3 business days, please check your bank account again. Then contact your bank or credit card company. Refunds may take some time to be credited to your account. If you have completed all the above steps and still have not received your refund, please contact us: liuqinzhong@tomore.net.

Please note: We do not refund the original shipping cost.

Defective Products

The COZOY warranty covers any factory defects that may affect the normal functioning of the product you purchased. However, it does not cover damage caused by human error, negligence, etc. (Please read the next paragraph for details).

If your product is defective, please follow these steps:

Send an email to liuqinzhong@tomore.net with a suitable subject line.

Provide your order number and clearly describe your problem.

Attach photos and videos to demonstrate the defect.

If the provided photos/videos are insufficient to prove the problem, we will investigate further.

Order Cancellation

We can cancel your order if you contact us promptly after purchase. If your payment has been completed but the package has not yet been shipped, you can cancel your order before delivery and we will issue a full refund. Order cancellation may incur a 5%-6% transaction fee charged by your credit card or PayPal, which is to be borne by the customer and will be automatically deducted from your refund.

Once the package has been shipped, the order cannot be cancelled.

Email: liuqinzhong@tomore.net