1. What should I do if I receive an incorrect or faulty item?

If you have received an incorrect or faulty item, we apologize for the inconvenience. To assist you promptly, kindly reach out to us via support@acozyhub.com, providing the following details:

  • Your name
  • Your order number and product name (found in your order confirmation email)
  • A photo displaying the fault or incorrect item

We will promptly review your message and provide you with an appropriate solution.

Please note that we only offer exchanges or returns for size discrepancies if it was our mistake in sending the wrong-size or faulty items. However, for issues related to sewing or printing problems, we will gladly assist you. It is crucial to contact us first, and we will guide you through the necessary steps.

Please refrain from sending your purchase back to us unless we have authorized you to do so.

2. What is your refund policy?

At Acozyhub, your satisfaction is our top priority.

If you encounter any of the following issues, we will gladly process a replacement for you at no additional cost:

  1. Non-receipt of the product within the guaranteed time frame of 20 business days (excluding 5-7 days of processing).
  2. Receipt of a wrong item, which includes incorrect customized information on the product, a different product than what you ordered, or a product with blurry printing.
  3. Receipt of a damaged product, such as a broken item.

Please note that if you prefer not to receive a replacement, you have the option to request a refund. It is not necessary to return the wrong or defective item.

Your satisfaction is important to us, and we are committed to resolving any issues you may encounter promptly and efficiently.

3. We do not process a refund in the following cases:

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested)
  • Your order did not arrive due to exceptional circumstances that were beyond the control of Our Store. These circumstances may include issues such as clearance delays by your country’s customs, unforeseen natural disasters causing delays, instances where the tracking system shows “delivery” but the package is not received, or situations where the package was shipped to your mailbox but has become lost.

* To request a refund, please ensure that you submit your refund request within 15 days after the guaranteed delivery period (20 days) has elapsed. You can do this by sending an email to support@acozyhub.com.

If your refund request is approved, the refund will be credited to your account or returned to the original method of payment within 7 business days.