Refund policy

Shipping Cancellation (Before Dispatch)

If you choose to cancel your order before it has been processed and shipped, regardless of the reason, we fully understand and support your decision. In such cases, we will provide a 100% full refund with no cancellation fees applied.

Once the cancellation request is confirmed and the order has not entered the shipping stage, the refund will be processed promptly through the original payment method.

Return and Exchange Within the Authorized Period

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

Within this authorized return window, you may request either a refund or an exchange depending on your preference and product availability.

Product Defects or Order Errors

If the received furniture product is damaged upon arrival (for example, cracks in wooden furniture components that affect normal use), or if we have made an error in your order (such as sending the wrong model, color, or size), you are entitled to request a full refund or an exchange depending on the situation.

We will carefully evaluate each case and provide a fair resolution in accordance with the issue reported.

Return and Exchange Requirements

All returned items must meet the following conditions:

The product must be in brand-new and unused condition, with no signs of wear, stains, or damage.

Original packaging is strongly recommended, as it helps protect the product during return shipping. If the original packaging is unavailable, customers must ensure the item is securely and properly packaged.

All accessories, manuals, warranty cards, and any included components must be returned in full.

Product tags must remain intact and must not be removed or damaged.

Return or Exchange Request Procedure

Initial Request
Customers should contact us via email and clearly provide their order number, which is essential for identifying the purchase. A detailed explanation of the reason for the request should also be included (such as dissatisfaction with design, incompatibility with home décor style, or quality concerns). A complete description will help our team process the request more efficiently.

System Verification
Upon receiving your request, our customer service and verification team will review it carefully via email or phone. The verification process may include:

• Confirming order authenticity by cross-checking system records and payment data
• Checking the purchase date to ensure it falls within the eligible return period
• Evaluating whether the product meets return conditions, including product condition and reported defects

Return of Products (If Approved)
If your request is approved, you will be notified via email or phone and provided with the return address. Please ensure the following:

• Properly package the product with protective materials to avoid further damage during transit
• Include a return/exchange form with your order number, product details, and reason for return
• Use a tracked shipping service to monitor the return shipment

Each package includes a return label. Customers are encouraged to use the provided return label to complete the return or exchange process. If the return label is missing or unusable, please contact customer service for assistance.

Refund Processing

Once the returned product is received, our team will conduct a quality inspection to verify that it meets the return requirements. If approved, the refund will be issued using the original payment method used at the time of purchase.

Refund Method and Timeline

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

Refund Method
All refunds will be issued to the original payment method to ensure transaction security, traceability, and compliance with payment processing standards.

Shipping Cost Policy

Customer-Initiated Returns
For returns initiated by the customer (such as change of mind or personal preference), the customer is responsible for return shipping costs. It is recommended to use a tracked shipping service and retain proof of shipment.

Store Error or Manufacturing Defects
If the return is due to our error or a manufacturing defect, we will cover all return shipping costs and ensure a full refund or free replacement. In such cases, the return label provided by us will cover the associated shipping expenses.

Non-Eligible Returns
If the product is damaged due to customer misuse, missing original packaging, or not meeting resale condition standards, returns or exchanges will not be accepted.

Contact Information

If you have any questions or require assistance regarding returns, exchanges, or refunds, please contact us using the details below:

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)