Return and exchange policy

Shipping Cancellation (Before Dispatch)

If you decide to cancel your order before it has been processed or shipped, we completely understand and respect your decision. In such cases, you will receive a 100% full refund, and no cancellation fees will be charged.

Once your cancellation request has been confirmed and the order has not yet entered the shipping process, your refund will be issued promptly via the original payment method.

Return and Exchange Within the Authorized Period

For home furniture products purchased through our platform, customers may request a return or exchange within 30 days of receiving the order, provided that all return conditions are satisfied.

Within this eligible return period, you may choose either a refund or an exchange, depending on your preference and product availability.

Product Defects or Order Errors

If the item you receive is damaged upon arrival (for example, cracks in wooden components that affect normal use), or if an error has occurred on our side (such as sending the wrong model, color, or size), you are entitled to request either a full refund or an exchange, depending on the situation.

Each case will be reviewed individually to ensure a fair and appropriate resolution.

Return and Exchange Requirements

All returned items must meet the following conditions:

  • The product must be in new and unused condition, with no signs of wear, stains, or damage.
  • Original packaging is strongly recommended, as it helps protect the item during return shipping. If unavailable, the customer must ensure proper and secure packaging.
  • All accessories, manuals, warranty cards, and included parts must be returned in full.
  • All product tags and labels must remain intact and must not be removed or damaged.

Return or Exchange Request Procedure

Initial Request
Customers should contact us via email and provide their order number, which is required for order identification. Please also include a clear and detailed explanation of the reason for your request (e.g., dissatisfaction with design, mismatch with home décor style, or quality concerns). A detailed description helps us process your request more efficiently.

Verification Process
Once your request is received, our customer service and verification team will carefully review it via email or phone. This may include:

  • Verifying order authenticity by cross-checking system and payment records
  • Confirming the purchase date to ensure it falls within the eligible return period
  • Assessing whether the product meets return conditions, including its condition and reported issues

Return of Items (If Approved)
If your request is approved, you will receive email or phone instructions along with the return address. Please ensure:

  • The product is securely packaged with protective materials to prevent damage during transit
  • A return/exchange form is included with your order number, product details, and reason for return
  • A tracked shipping service is used to monitor the return shipment

Each package includes a return label. Customers are encouraged to use this label when completing the return or exchange process. If the label is missing or cannot be used, please contact customer service for assistance.

Refund Processing

After we receive the returned item, our team will inspect it to confirm it meets the return requirements. Once approved, the refund will be issued to the original payment method used at the time of purchase.

Refund Method and Timeline

Processing Time
Refunds are typically processed within 1–5 business days after approval. The actual time for the funds to appear in your account may vary depending on your bank or payment provider.

Refund Method
All refunds are issued to the original payment method to ensure secure and traceable transactions.

Shipping Cost Policy

Customer-Initiated Returns
If the return is due to personal reasons such as change of mind or preference, the customer is responsible for return shipping costs. A tracked shipping method is recommended.

Company Error or Manufacturing Defect
If the return is due to our error or a confirmed manufacturing defect, we will cover all return shipping costs and provide a full refund or free replacement. In such cases, the provided return label will cover the shipping expenses.

Non-Eligible Returns
Returns or exchanges will not be accepted if the product has been damaged due to misuse, is missing essential components, or is no longer in a resellable condition.

Contact Information

If you have any questions regarding returns, exchanges, or refunds, please feel free to contact us:

Phone: +1 (254) 458-1011
Email: customer@cosylofta.com
Address: 2015 E Business 190 #153, Copperas Cove, TX 76522, United States
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central Time, USA)