This Returns & Exchanges Policy explains return eligibility and timing, exchanges, and how refunds are issued. It should be read together with the Ordering & Payment Policy, Shipping & Delivery Policy, Privacy Policy, and Terms of Service.

Capitalized terms not defined here have the meanings given in the Terms of Service.

Returns are accepted within 30 days of the date your order is marked “Delivered” in the carrier’s tracking.

Items must be new, unused, unwashed, unaltered, and in original packaging, with tags attached where applicable. For hygiene reasons, we cannot accept worn or washed robes, slippers, socks, hats, or scarves, or items with scents, stains, or pet hair. Gift cards and store credit are not returnable. Final Sale items (if marked on the product page) are not eligible for return.

The fastest way to request a return is from your Quite Cozy account:

1. Log in to your account and open My Orders.

2. Select the order and choose Request Return for the item(s).

3. Select a return reason and submit.

4. If approved, you will receive return instructions and, if applicable, a prepaid return label by email. During approval, you will see any flat rate return shipping fee that will be automatically deducted from your refund.

For an exchange request, please include in the notes the size, color, or replacement item you want so we can confirm availability during approval.

If you prefer help, email Support@QuiteCozy.com or call +1 (844) 909-COZY (2699).

• Reuse our original poly mailer when intact. If it’s damaged, use a similar-size padded mailer or a small box — no larger than necessary.

• Keep items in new, unused condition with all original packaging, tags, inserts, and accessories.

• Place the product bag/box inside the outer mailer/box and add light padding so it can’t move around.

• Remove or cover all old shipping labels and barcodes.

• Seal the package securely (all seams taped) and attach the prepaid return label on the largest flat surface.

• Drop off with the listed carrier and keep the receipt/tracking for your records.

• Use the carrier shown on your label (USPS or UPS). Do not place a USPS label on a UPS package or vice versa.

When you submit a return request, you’ll see an estimated flat rate return shipping fee. If your return is approved, your approval screen and email will display the final flat rate return shipping fee for your return. The final fee may differ from the estimate in certain cases (for example, returns from Canada), and it will be automatically deducted from your refund. If a fee adjustment applies, you’ll see the updated amount in your approval before you mail your return, and it will be the amount deducted.

Change-of-mind returns are customer-paid by default. Quite Cozy provides a prepaid return label and deducts a flat rate return shipping fee 1 time per return, as shown in your return approval.

Use only the carrier shown on your prepaid label (USPS or UPS); returns handed to a different carrier may be delayed or lost and are at the customer’s risk.

• United States – Lower 48 + Washington, D.C.: Flat rate $15 USD per return.

• United States – Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands: Flat rate $20 USD per return.

• Canada: Flat rate $30 CAD per return.

For United States returns to Alaska, Hawaii, Puerto Rico, and U.S. Virgin Islands, and Canada returns, we may adjust this fee; the approved amount will appear in your return approval before you mail your package.

If we made an error or the item is defective, we cover reasonable return shipping costs via a prepaid return label. Please use the label we provide. If you choose to ship a return using your own label without our prior approval, the shipment is at your own risk. Quite Cozy isn’t responsible for loss, damage, delays, or tracking issues, and we may be unable to reimburse your postage.

Multiple Parcels per Return: If you’re returning items from one order in more than one parcel, a separate flat rate return fee applies per return label/parcel. To save on fees, please consolidate returns into a single parcel when possible.

Availability: Exchanges are subject to inventory at the time we process your request; we cannot hold items before your return is scanned or received unless stated in your approval.

Your Options:

• Fastest Option — Place a new order for the item you want now, then start a return for the original item; we will refund the original once received and inspected.

• Assisted Exchange — Start a return from your account and include in the notes the size, color, or replacement item you want instead. We will approve the return, add the exchange item(s) on our side, email your prepaid return label, and reserve the replacement when available. Once your return is scanned by the carrier or received, we will ship the replacement.

Price Differences: If the replacement has the same price, no additional item charge applies. If the replacement costs more, we will email you a secure checkout link to pay the difference; exchange items may be held until payment is received. If it costs less, we will issue a partial refund for the difference after we process your return.

Return Shipping Costs for Exchanges: Change-of-mind exchanges follow the same return-shipping rules as returns; any flat rate return shipping fee will be automatically deducted as part of your refund (see Return Shipping Costs). If no refund is due (even exchange), any amount due (for example, the flat rate return shipping fee or a price difference) will be shown at approval and collected before we ship the replacement. If we made an error or the item is defective, exchange shipping is on us.

Inspection: We inspect returned items within 5 business days of delivery to our returns location.

Outcomes:

• Approved — we issue the refund or complete the exchange.

• Partial or Declined — if items are not in original condition, we may decline the return or offer a partial refund. We will email you if that happens.

Method: Refunds are issued to the original payment method unless you request store credit. Original shipping charges are not refundable unless we made an error. If a return lowers your original order below the free-shipping threshold for your region, we’ll deduct the applicable outbound flat rate shipping charge from your refund (see our Shipping & Delivery Policy for current rates). Any flat rate return shipping fee and promotional adjustments (see Discount Codes & Promotions in the Ordering & Payment Policy) are automatically deducted before your refund is issued.

Timing: After we process your return, refunds typically show as pending for up to 2 business days and then are posted by your bank or card issuer within up to 10 business days. Actual posting times vary by institution.

If you received an item as a gift, we can issue store credit to you for approved returns (refunds to the original payment method are not available to gift recipients).

How to Request:

Email Support@QuiteCozy.com with the order number if you have it. If not, include the purchaser’s name and email (or a photo of the packing slip) so we can locate the order. We will create the return on your behalf and email you a prepaid return label. We will send all return instructions and labels to your email; the original purchaser does not need to take any action.

After we receive and inspect the item, we will issue your refund as store credit to an account under your email. If you prefer not to create an account, we can issue a digital gift card for the same amount. For change-of-mind returns, the flat rate return shipping fee is automatically deducted from your credit or gift card (see Return Shipping Costs). If we made an error or the item is defective, we cover reasonable return shipping costs.

For Exchanges: In your email, tell us the size, color, or item you would like instead. We will confirm availability, handle any price differences (collect if more; refund if less), and ship the replacement once your return is scanned by the carrier or received.

Unless otherwise noted on the product page, sets and multi-packs must be returned in full, in original packaging. Individual components of a set or multi-pack are not eligible for individual return.

If your order arrives with any wrong, damaged, or defective items, email Support@QuiteCozy.com within 7 days of delivery with your order number and photos of the issue. Please make sure to include photos of the packaging (if damaged) and any damaged item(s). We will make it right with a replacement or refund. If you’re away or a gift recipient, contact us as soon as you’re able — we’ll do our best to help. (See the Shipping & Delivery Policy for carrier-marked “Delivered” packages that are not received.)

Import-related charges (including duties, taxes, brokerage, and other fees paid to the carrier or customs) are not refundable through Quite Cozy. If you believe you’re eligible for a refund, please contact the carrier and/or the Canada Border Services Agency (CBSA) directly. Use the prepaid return label we provide and mark the package “Return.” Replacement shipments may incur new duties or taxes. Return shipping fees for Canada may differ from the estimate; the approved amount will be shown in your return approval (see Return Fee Estimate & Approval and Return Shipping Costs).

We approve returns that meet this Policy. We may limit or refuse a return when any of the following apply (examples, not an exhaustive list):

• The return is initiated after the 30-day window from delivery.

• The item is worn, washed, altered, or used; not in original packaging; or missing tags, accessories, or components.

• The item shows odors, stains, pet hair, or other signs of wear.

• The product is marked Final Sale or is a gift card or store credit.

• A set, bundle, or multi-pack is returned incomplete.

• The item is damaged due to improper packing on the return shipment, or the return is sent without the provided authorization/label.

• The returned item does not match the original order or the return authorization (for example, different product, style, or identifiable code/UPC).

• We cannot verify the purchase (for example, no order number and insufficient purchaser details), or the item was not purchased from Quite Cozy.

• The order is already in a payment dispute/chargeback process (we will resolve the order through that process).

• Return activity conflicts with this Policy — for example, unusually frequent returns relative to purchases, repeated “not received” or damage claims, or repeated returns of used items.

If a return is declined, we will notify you. At your request, we can ship the item back to you; return-shipping costs may apply. This section does not limit any rights you may have under applicable law.

We may amend this Returns & Exchanges Policy from time to time to reflect changes in our practices or for operational, legal, or regulatory reasons. When we do, we will: (1) post the updated Returns & Exchanges Policy on our Site, (2) update the Revision Date at the top, and (3) provide additional notice if required by law (for example, an on-site notice or email). Unless we state otherwise or applicable law requires a different effective date, amendments take effect when posted. Your continued use of the Services after an amendment becomes effective constitutes acceptance.

For policies that govern orders (the Ordering & Payment Policy, Shipping & Delivery Policy, and Returns & Exchanges Policy), if an amendment would materially affect an existing order, we will apply the version in effect when you placed your order, unless the change benefits you or we are required by law to apply the new version.

We encourage you to review this Returns & Exchanges Policy periodically to stay informed about our current terms.

We’re here to help.

Email: Support@QuiteCozy.com

Phone: +1 (844) 909-COZY (2699)

Hours: Monday – Friday, 9:00 am – 5:00 pm Pacific Time

Mailing Address: Quite Cozy, 249 Main Ave S Ste 107-144, North Bend, WA 98045, United States