Returns and refunds

We want you to be happy with what you buy from Cozy & Chic Store. This page explains what to do if something is wrong with your order, or if you change your mind.

• 7 days to tell us after you receive your order
• Damaged or wrong replaced or refunded
• Changed your mind exchange or store credit

Check your items when they arrive

Inspect your items as soon as you receive them. If something is damaged, missing or not what you ordered, tell the courier and contact us straight away. This is the quickest way to put things right.

Damaged, faulty or wrong items

• If you find a problem after you have paid, contact us within 7 days of receiving your order.
• Send us a photo of the problem on WhatsApp so we can deal with it quickly.
• We will replace the item, or refund you in full if we cannot replace it.
• We cover the cost of collecting the item and sending the replacement.

If you change your mind

• You can return an item within 7 days of receiving it for an exchange or store credit. We do not give cash refunds for a change of mind.
• The item must be unused, unwashed and in its original packaging, with any tags and accessories.
• You pay the cost of sending the item back and of delivering the exchange.
• Store credit can be used on anything in the shop.

Items we cannot take back

• Items that have been used, washed, installed or damaged after delivery.
• Items returned without their original packaging.
• Items reported more than 7 days after you received them.

This does not apply to items that arrived damaged or faulty.

Booking fee

• The booking fee is refunded if the order cannot go ahead because of us, for example if the item is not available or we cannot deliver to you.
• It is not refunded if you cancel after paying it, or if you are not available to receive your order at the agreed time and place without telling us in advance.
• When the order goes ahead, the booking fee counts towards the price of your item.

Lipa Polepole

• If you cancel a Lipa Polepole purchase before the item is fully paid, we refund the installments you have paid, less a cancellation fee. We tell you the fee when you start your plan.
• If we can no longer supply the item you are paying for, we refund everything you have paid, or you can choose another item.
• Once the item is fully paid and collected, the rest of this policy applies to it like any other purchase.

How refunds are paid

Once we have received and checked a returned item, we will confirm your refund, exchange or store credit with you. Refunds are sent back the same way you paid, unless we agree something else with you.

How to start a return

1. Contact us by WhatsApp or phone with your name and order reference.
2. Tell us what is wrong, with a photo if the item is damaged or faulty.
3. We will agree with you how the item comes back and what you would like instead.

Nothing in this policy takes away rights you have under Kenyan consumer protection law. See also our terms and conditions.