Refund Policy

We want every WeCozyStore purchase to feel right. If a piece doesn't bring you joy, here's exactly how returns and refunds work.

7-day return window

You have 7 days from the day you receive your package to request a return. Items must be unused, in their original packaging, and in original condition. Returns requested after the 7-day window cannot be accepted.

Damaged or incorrect items — unboxing proof required

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery. To process a claim we require the following:

• Customers must take clear photos or a video of the product while unboxing as proof if goods arrive damaged. Without unboxing proof we cannot process damage-related refunds or replacements.
• Please include the courier waybill / packaging in your photos or video where possible.

On our side: we conduct rigorous quality checks before shipping and take photos of all products at dispatch as proof of their good condition. These dispatch photos are kept on record for every order.

How to start a return

• Email wecozystore@gmail.com with your order number and (if applicable) your unboxing photos/video.
• We'll respond with return instructions and a collection address in Gauteng within one working day.
• Return shipping is at the customer's cost unless the item arrived damaged or incorrect, in which case we cover it.

Refund timeline

Once we receive and inspect the returned item, refunds will be processed within 5–7 working days to your original payment method via our Shopify and Yoco payment systems. Bank clearing times may add 1–3 additional working days depending on your bank.

Non-returnable

• Items used, washed, or removed from their original packaging.
• Sale or clearance items, unless faulty on arrival.
• Returns requested outside the 7-day window.