Return and Exchange Policy

If you purchased a shipping protection plan via ShipInsure during checkout, please refer here if you need to file a claim.

Step-by-step guide to return:

  1. Go to Cozyla's Return Center at: https://de.cozyla.com/apps/parcelpanel-returns.

  2. Enter the order number for the order you want to return.

  3. Enter the email address used to make the purchase.

  4. Enter the verification code sent to your email inbox to log in.

  5. Go to the order history.

  6. Select the order(s) and item(s) you want to return and follow the instructions.

  7. Fill out the return form and click “Submit”.

  8. Once your request has been approved by Cozyla, you will receive an email with detailed shipping guidelines.

The order is eligible for a return if:

  • The item(s) is/are defective upon purchase, OR

  • The item(s) is/are unpacked but unused, OR

  • The item(s) is/are deemed resalable by Cozyla, OR

  • The item(s) is/are in its original packaging and all original accessories, protectors¹ and manuals are intact, AND

  • The return request is initiated within 30 days of receiving the item, AND

  • You have a receipt from Cozyla or proof of purchase. (¹: including boxes and foam inserts)

The order is NOT eligible for a return if:

  • The item(s) was/were damaged by the user, OR

  • The item(s) does/do not have the original packaging (including accessories, protectors¹ and manuals), OR

  • The item(s) was/were marked as “Clearance”, “Open-Box” or “Refurbished” upon purchase², OR

  • The return request is initiated after 30 days of receiving the item, OR

  • You do not have a receipt from Cozyla or proof of purchase. (¹: including boxes and foam inserts) (²: unless already defective upon unboxing)

Non-refundable fees/items:

  • Shipping and handling fees (if applicable), AND

  • Promotional codes used at the time of purchase, AND

  • Gift cards used at the time of purchase.

Shipping:

  • All shipping costs are not covered by Cozyla in case of a return or exchange.

  • If your shipping address is in Germany, we will provide you with a pre-paid, printable shipping label via email (shipping fees apply).

  • If your shipping address is NOT in Germany, you are responsible for sending the item(s) to one of our warehouses yourself.

A processing fee will be charged if:

  • You have not reset the returned product(s) to factory settings, OR

  • The returned item(s) is/are missing parts and/or accessories.

The processing fee covers the costs incurred from handling incomplete returns and ensures all components are properly reviewed.

Damage, Loss or Theft:

  • If the purchased item(s) is/are defective upon unboxing, you can contact Cozyla within 7 days of receiving the item to receive free return shipping. After this 7-day period, you are responsible for all costs associated with return shipping.

  • If the purchased item(s) is/are lost or stolen, please collect all available evidence³ and contact the relevant parcel service immediately to report the missing package and initiate a search. However, you can also contact us to discuss possible replacement options. (³: i.e. photos, videos, screenshots, emails and/or relevant documents)

Exchange:

Please contact us for exchange requests at help@cozyla.com. Once a request has been approved, the replacement item(s) will be shipped to you.

Refund Details:

  • Refunds will be credited back to the original payment method.

  • The refund will be the amount paid on the invoice minus the cost of the return label and any other applicable fees.

Refund Timeline:

  • After your return has been processed, you will receive an email notification from us. It will take another 1–3 business days⁴ for the refund to be processed to your original payment method.

  • If you have not received the refund within 15 business days of your return being approved, please contact us at help@cozyla.com. (⁴: depending on your financial institution)