Return & Exchange Policy

1. Return & Exchange Policy

We provide a clear process for returns, exchanges, and refunds to help you understand eligibility requirements, return shipping costs, processing times, and the steps involved in after-sales service. This policy applies to our commercial return and exchange arrangements and respects your consumer rights under applicable law.

2. Return and Exchange Period

Our overall return and exchange application period is 30 days from the date you receive your order. Where applicable, the first 14 days constitute the statutory right of withdrawal period, followed by our commercial return arrangement from day 15 through day 30. Together, these form a maximum return and exchange application period of 30 days, rather than two separate periods added together.

2.1 Statutory Right of Withdrawal Within 14 Days

For withdrawals that qualify under applicable law, you may exercise your statutory right of withdrawal within 14 days of receiving your order. This right is provided by applicable law and is not an additional commercial service offered by us.

For a withdrawal that qualifies under applicable law, the refund includes the amount actually paid for the product and the applicable standard delivery costs. Responsibility for the direct cost of returning the product will be determined in accordance with applicable law and the relevant information provided to you before purchase.

After submitting your withdrawal notice, you must return the product within 14 days. Handing the product over to the carrier for shipment before the end of this period satisfies the applicable return deadline.

For withdrawals that qualify under applicable law, we will process the refund within 14 days of receiving your withdrawal notice. Where permitted by applicable law, we may withhold the refund if we have not yet received the returned product or proof that you have shipped it back. This hold may remain in place until we receive the returned product or proof of shipment, whichever occurs first.

Please follow the return procedures outlined in the following sections for the specific steps required to return your product.

2.2 30-Day Commercial Returns

The 30-day commercial return period is an after-sales arrangement provided by us and is calculated from the date you receive your order. The entire period is limited to a maximum of 30 days.

Return requests submitted after the initial 14-day period but within the 30-day period must meet the commercial return conditions set out in this policy. This arrangement is not a statutory right of withdrawal and does not affect any other consumer rights you may have under applicable law.

3. Two-Year Statutory Liability Period and Free Repairs or Replacements

Within the two-year statutory liability period beginning on the date the product is delivered, you may be entitled under applicable law to appropriate remedies, including free repairs or replacements, if the product has a quality issue or does not conform to the agreement in a way that falls within the scope of legal liability.

This statutory liability period is independent of the statutory right of withdrawal, the commercial return arrangement, and any other commercial guarantees described above. Your applicable rights are governed by applicable law and are not restricted by the commercial return and exchange periods set out in this policy.

4. Eligible Return and Exchange Situations

Depending on the actual condition of the product and the applicable return requirements, you may request a return or exchange in the following situations:

  1. The product has a quality issue.

  2. The product has an obvious cosmetic defect.

  3. You received an incorrect product.

  4. The product's functionality differs significantly from its description on the product page.

  5. The product has an unusual odor.

  6. The product was damaged during shipping.

  7. Other situations that qualify under applicable law or the commercial return conditions of this policy.

For issues involving product quality, appearance, or functionality, we may ask you to provide photos, videos, or other information that helps us verify the product's condition and determine an appropriate resolution.

We will review the order records, proof of purchase, actual product condition, description of the issue, photos or videos, and relevant shipping information as part of the application review. The purpose of this review is to verify that the request corresponds to the order and product condition. It does not exclude any consumer rights you may have under applicable law.

5. Return and Exchange Process

Step 1: Submit Your Request

Please submit your return or exchange request through the official contact information provided on our website. To help us verify your order and understand the product issue, please provide the following information whenever possible:

  1. Order number.

  2. Proof of purchase or payment information.

  3. A detailed description of the product issue.

  4. Photos or videos showing the actual condition of the product.

  5. Relevant delivery or shipping information, where necessary.

If you are requesting a return or exchange because of a product quality issue, an incorrect item, or shipping damage, please clearly describe the issue in your request.

Step 2: Application Review

We will process your request within 1 to 3 business days after receiving complete application information. During this process, we will review the order details, product condition, and supporting information you provide.

If the available information is insufficient to verify the issue, we may contact you to request additional information where necessary. Requests that meet the applicable return or exchange conditions will proceed to the next stage.

Step 3: Obtain the Return Address and Return Label

After your request has been approved, we will provide the designated return address and the relevant return instructions.

For eligible returns due to product quality issues, we will provide an electronic prepaid return label (Return Label). You will need to download and print the label yourself and attach it correctly to the return package in accordance with the return instructions.

Do not send the product directly to the sender address printed on the original packaging, an address used for a previous order, or any other address that has not been confirmed. All returns must be sent to the designated address provided after approval so that the warehouse can receive and verify your return correctly.

Step 4: Ship the Return

Please package the product appropriately in accordance with the return instructions and send it to the designated return address. Where you are required to use a prepaid return label provided by us, please download, print, and use the applicable electronic Return Label.

We recommend choosing a carrier that provides shipment tracking and keeping your shipping receipt and tracking information so that you can check the status of your return shipment.

Step 5: Warehouse Receipt and Inspection

After the return package arrives at the designated address, we will complete the following steps: package receipt, inventory registration, order information verification, product condition inspection, and any necessary quality testing.

Once the inspection is complete, we will determine whether the product meets the applicable refund or exchange requirements based on the type of request and the actual product condition. Eligible returns will proceed to the refund process, while eligible exchanges will proceed to the exchange and reshipment process.

6. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the applicable requirements. The arrangements for different return situations are outlined below.

6.1 Returns for Non-Quality Reasons

If the return is due to personal preference or another non-quality-related reason, such as not liking the product, choosing an unsuitable size, changing your color preference, or making a duplicate purchase, you are responsible for the direct shipping costs of returning the product, provided the return meets the commercial return conditions.

We do not provide prepaid return labels for returns due to non-quality-related reasons.

Return shipping costs depend on factors such as the carrier, package weight, package dimensions, and shipping destination. Therefore, we cannot provide a single fixed return shipping fee. Before shipping the product, you may contact your chosen carrier to obtain an estimated shipping cost.

6.2 Returns for Quality-Related Reasons

If the product has a quality issue, you received an incorrect item, the product differs significantly from its description on the product page, or the product was damaged during shipping, we will cover reasonable return shipping costs once the issue has been reviewed and confirmed to fall within our responsibility.

For eligible returns due to quality-related reasons, we will provide an electronic prepaid return label (Return Label) for you to download and print.

Please follow the return instructions provided after approval to ensure that the return shipping arrangements are consistent with the review outcome.

7. Refund Process

After the returned product arrives at the designated address, we will complete warehouse receipt, inventory registration, and the necessary product condition inspection. For commercial returns processed under this policy, once the inspection is passed and refund eligibility is confirmed, we will process the refund within 1 to 5 business days.

This period refers to our operational refund processing time and does not replace the statutory refund deadline applicable to withdrawals under the statutory right of withdrawal.

For withdrawals that qualify under applicable law, the refund deadline is calculated from the date we receive your withdrawal notice and follows the statutory refund requirements described above. Where permitted by applicable law, we may withhold the refund until we receive the returned product or proof that you have shipped it back, whichever occurs first.

Refunds will be issued to the original payment method. The refund amount will be calculated based on the actual amount paid for the order and the applicable return rules. If the order was purchased using a promotion, discount code, gift card, or another offer, the refund amount will be determined based on the actual payment and the applicable rules.

After the refund has been processed, the time it takes for the funds to appear in your account may depend on the processing speed of your payment provider, bank, or card issuer. Once we have completed the refund process, you may contact the relevant payment provider or bank for information about the remaining processing time.

If the returned product does not meet the applicable commercial return conditions, we will explain the specific reason and determine the next steps in accordance with this policy and applicable law.

8. Exchange Policy

Products eligible for exchange must be submitted for review in accordance with the procedures in this policy and must receive approval. After the returned product arrives at the designated address, we will complete package receipt, inventory registration, and the necessary product condition inspection.

Once the product is confirmed to meet the exchange requirements, we will arrange for the replacement product to be reshipped within 1 to 3 business days after the inspection is passed.

We will cover the shipping costs for the first exchange reshipment associated with the same order. For this purpose, the first exchange means the first exchange and reshipment for that order. It is not calculated separately for each product within the same order.

If you request another exchange under the same order at a later time, you will be responsible for the shipping costs associated with the subsequent exchange reshipment.

For the estimated delivery time after the replacement product has been reshipped, please refer to the Shipping Policy on our website.

9. Non-Returnable Situations

The following situations generally do not qualify for commercial returns within the 30-day period:

  1. The commercial return application is submitted after the 30-day period.

  2. The product has been damaged in a way that affects return eligibility due to use, installation, cleaning, modification, repair, improper storage, or other actions attributable to the customer.

  3. Important components, labels, accessories, or other items that affect return eligibility are missing.

  4. The product is returned without prior review and approval.

  5. The product is not returned to the designated address provided after approval.

  6. The return is not completed in accordance with the return instructions.

  7. The product is not eligible for commercial returns due to its nature.

These situations describe the scope of the commercial return arrangement and do not exclude any consumer rights you may have under applicable law. If the issue involves product quality or another legally protected consumer right, we will handle it in accordance with applicable law.

10. Order Cancellation

You may request order cancellation within 24 hours of submitting your order by contacting us through the official contact information provided on our website.

If the order has already entered order processing, warehouse picking, packing, order sorting, handover to the carrier, or transit, it may no longer be possible to cancel it directly.

After receiving your cancellation request, we will make reasonable efforts to intercept the order based on its current status. However, we cannot guarantee that every order can be successfully canceled or intercepted.

If the order has already been shipped, you may request a return in accordance with this policy.

11. Contact Us

If you would like to submit a return request, exchange request, order cancellation request, or inquire about another after-sales matter, please contact us using the information below.

Address: 1960 S Huron St, Denver, CO 80223, US
Phone: +1 (720) 418-7632
Email: info@cosylofteu.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Mountain Time, MT)

To help us verify your order and process your request more accurately, we recommend providing your order number, proof of purchase, a description of the product issue, and any relevant photos or videos when contacting us.

We will use the information you provide to verify the order and product condition and explain the applicable after-sales process.