Refund policy
At Cosy Paws, we stand behind the Paw-Proof Cover with our 60-Day Paws-Up Promise. If you're not happy with your purchase, we want to make things right.
60-Day Guarantee
You have 60 days from the date your order is delivered to request a return or refund. If your Paw-Proof Cover isn't what you expected, simply reach out to our team at support@cosypaws.co with your order number and we'll sort it out — no complicated hoops, no return-to-sender runaround.
How to Start a Return
Email support@cosypaws.co within 60 days of delivery, including:
- Your order number
- The reason for your return
- Photos of the item (if there's a fault or damage)
Our team will respond within 1-2 business days with return instructions and confirm your refund or replacement.
Condition of Returned Items
Returned items should be unused, unwashed, and in the condition you received them, with tags and packaging intact where possible. This helps us keep the process fair for everyone. If your item is faulty or damaged, this condition doesn't apply — see below.
Refunds
Once your return is received and inspected, we'll process your refund to your original payment method. Please allow 5-10 business days for the refund to appear, depending on your bank or card provider. You'll receive an email confirmation once your refund has been issued.
Return Shipping Costs
For change-of-mind returns, the cost of return shipping is the customer's responsibility. For faulty, damaged, or incorrect items, Cosy Paws covers all return shipping costs.
Faulty or Damaged Items
If your Paw-Proof Cover arrives faulty, damaged, or not as described, contact us immediately at support@cosypaws.co with photos of the issue. We'll arrange a replacement or full refund at no cost to you, in line with your rights under the Consumer Guarantees Act (NZ).
Order Changes & Cancellations
Need to change or cancel your order? Contact us as soon as possible at support@cosypaws.co. We can update or cancel orders that haven't yet shipped, but once an order has been dispatched, it will need to go through the standard return process above.
Contact Us
Questions about your return or refund? Reach our team any time at support@cosypaws.co and a real person will help you directly.