Refund Policy
Return & Refund Policy
At Cozy Nest Comfort (operated by Hope Heaven Pty Ltd, ABN: 99 671 497 144), we want you to be happy with your purchase. Please read this policy carefully before placing your order.
What We Refund
We will offer a refund in the following circumstances only:
- The item arrived damaged or faulty due to a manufacturing defect
- The item is significantly not as described on our website
- The item is defective and cannot perform its intended function
- You received the wrong item
We do not offer refunds for change of mind, incorrect size or colour selection, or if you simply no longer want the item. Please choose carefully before placing your order.
Non-Refundable Items
The following items are not eligible for a refund:
- Items where 14 days have passed since the date of delivery
- Items returned due to change of mind
- Items not in their original condition — unused, undamaged, and in original packaging
- Sale or clearance items
- Personal care, hygiene, or beauty products that have been opened or used
- Items damaged after delivery due to customer misuse or neglect
- Items missing parts or accessories not due to our error
Order Cancellations
If you wish to cancel your order, you must do so within 24 hours of placing it, as we aim to dispatch all orders as quickly as possible. Cancellations requested after 24 hours may not be possible if the order has already been dispatched. If your order has shipped, you will be responsible for any return shipping costs.
Damaged or Faulty Items
Please inspect your order carefully when it arrives. If you notice any damage to the packaging at the time of delivery, make note of it immediately.
If your item arrives damaged, faulty, or defective, please contact us within 7 days of delivery and include:
- Your order number
- A clear description of the fault or damage
- Photos of the damaged or defective item and packaging
We will assess your request and, where the fault is confirmed, arrange a full refund at no additional cost to you. We reserve the right to request the item be returned before processing a refund.
How to Request a Refund
- Email us at contact@cozynestcomfort.com within 14 days of receiving your order
- Include your order number, a description of the issue, and photos of the item
- Our team will respond within 2 business days with a decision and, if approved, return instructions
- Do not return the item until you have received approval and instructions from us
Return Shipping
If a return is approved:
- Faulty, damaged, or incorrect items: We will cover the cost of return shipping or arrange a refund without requiring the item to be returned, at our discretion.
- All other approved returns: The customer is responsible for all return shipping costs. Shipping costs are non-refundable. If a refund is issued, the cost of return shipping may be deducted from the refund amount.
We strongly recommend using a trackable shipping service when returning an item. We cannot guarantee that we will receive your returned item, and we are not responsible for items lost in transit on return.
Refund Processing
Once we receive and inspect your returned item, we will notify you by email of the outcome. Please allow up to 2 weeks for us to process a returned item after it has been received.
If your refund is approved, it will be applied to your original payment method within 3–5 business days. Please note that your bank or credit card provider may take additional time to process and post the refund to your account.
If you have been notified that your refund has been processed but have not received it:
- Check your bank account again
- Contact your credit card company — it may take some time for the refund to appear
- Contact your bank directly
- If you have done all of the above and still have not received your refund, contact us at contact@cozynestcomfort.com
Partial Refunds
We reserve the right to offer only a partial refund where an item is returned and is not in its original condition, has missing parts, or has been damaged for reasons not due to our error.
Australian Consumer Law
Our return and refund policy is in addition to your rights under the Australian Consumer Law (ACL). Under the ACL, you are entitled to a refund, repair, or replacement for major failures, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits your rights under the ACL.
Contact Us
For all return and refund enquiries, please contact us:
- Email: contact@cozynestcomfort.com
- Phone: 0414 340 167
- Postal address: PO Box 267, Taigum QLD 4018, Australia
- Business: Hope Heaven Pty Ltd (ABN: 99 671 497 144) trading as Cozy Nest Comfort
