Refund policy

Welcome to our refund policy. For any questions, contact us at contact@coziya-outdoor.com. Our FAQ is also available on the website.

1. 30-day money-back guarantee

You have 30 days from the date you receive your order to return your item for a full refund.

Eligibility conditions:

The product must be returned within 30 days of receipt.

It must be in its original condition: undamaged, with all accessories and original packaging, properly repacked and folded as it was upon delivery. Reasonable inspection use is accepted (for example, inflating or unfolding the product once to check that it works properly), but a product that has clearly been actively used will not be accepted. Any item returned poorly repacked, stained, damaged, or not clean will be refused.

A proof of purchase (receipt or order confirmation) is required.

To initiate a return, contact us at contact@coziya-outdoor.com to obtain the correct return address.

All returns from customers located in the United States and Canada are currently processed through one of our return locations in Europe. Depending on our current warehouse availability, the return address may be located in France, Spain, or Italy. It is therefore essential to contact our customer service team before sending your return so that we can provide you with the correct return address. Please do not send a return to any address without prior confirmation from our customer service team.

Return shipping costs to the designated European return address are the customer's responsibility. For items valued over $75, we recommend using a tracked or insured shipping service.

We are currently working on implementing the option for customers in the United States and Canada to return products directly to one of our warehouses in North America. This service is not yet operational. Our return policy will be updated as soon as return options in North America become available.

2. Non-returnable items

The following items are excluded from returns:

Custom or made-to-order products. Downloadable software and gift cards. Products whose hygiene seal has been opened. Any item returned damaged, incomplete, or in a condition not attributable to us.

3. 2-year warranty against manufacturing defects

COZIYA OUTDOOR offers a two (2) year commercial warranty against manufacturing defects on all its products. This warranty is in addition to any mandatory legal rights or warranties that may apply under applicable consumer protection laws.

It does not cover damage resulting from improper use, accidents, exposure to extreme conditions, or unauthorized repair.

To activate the warranty, contact contact@coziya-outdoor.com with proof of purchase and photos of the defect.

4. Refund processing

Once your return has been received and inspected, we will notify you by email whether the refund has been approved or declined. If approved, the refund will be issued to your original payment method within a few business days. Bank processing may take up to 10 additional business days.

If you have not received your refund after this period, please check your bank statement, contact your bank, and then write to us at contact@coziya-outdoor.com.

5. Exchanges

Exchanges are only available for items that are defective or damaged upon receipt. Contact us at contact@coziya-outdoor.com with supporting photos.

6. Gifts

If the item was shipped directly to you as a gift, you will receive a store credit equal to the value of the returned product. If the buyer received the item before giving it to you, the refund will be issued to the original buyer.

7. Lost package

If your package is declared lost by the carrier, contact us immediately. Once confirmed, we will issue a full refund or reship the order, based on your preference.

8. Package marked as delivered but not received

If tracking shows your package as delivered but you have not received it, we recommend checking with your building manager or neighbors and contacting the carrier directly.

COZIYA OUTDOOR will provide all available tracking information but cannot be held responsible for delivery errors made by the carrier, subject to any rights you may have under applicable consumer protection laws.