Refund policy
Last Updated: 28/07/2026
At Cozivio, we want you to be completely satisfied with your purchase. If you're not happy with your order for any reason, we're here to make the return process as simple as possible.
Return Policy Summary
- Return Period: 30 days from the date your order is delivered
- Item Condition: Products must be unused, in their original condition, and returned with all original packaging, tags, and accessories
- Restocking Fee: None – we never charge a restocking fee
- Easy Returns: Our team is available to guide you through every step of the return process
Order Cancellations
If you wish to cancel your order, please contact us at info@cozivio.com within 24 hours of placing it. Be sure to include your order number in your email.
After the first 24 hours, we cannot guarantee that your order can be cancelled, as it may already be in the processing stage. Once an order has been dispatched, cancellations are no longer possible.
If your order has already shipped, you may still return it after delivery in accordance with this Return & Refund Policy.
30-Day Returns
You may return eligible items within 30 days of receiving your order.
To qualify for a return, products must be:
- Unused
- In their original condition
- Returned with all original packaging, tags, and accessories
Our customer support team will assist you throughout the return process.
Return Shipping Costs
Defective, Damaged, or Incorrect Items
There is no return shipping cost to you if the item:
- Arrived damaged during transit
- Is defective
- Is not the product you ordered
Change of Mind
If you're returning an item because:
- You ordered the wrong product
- The item doesn't fit
- You no longer want the item
you will be responsible for the actual cost of return shipping.
Please note that original shipping charges are non-refundable.
How to Return Your Order
Step 1 – Contact Us
Email info@cozivio.com with your order number and the reason for your return request.
Step 2 – Prepare Your Package
Securely pack the item in its original packaging and include all accessories, tags, and any documents that came with the order.
Step 3 – Return the Item
Send your package using the return instructions provided in your return authorisation email. You may use the recommended shipping method or carrier outlined in those instructions.
Refunds
Once your returned item has been received, we will inspect it to confirm it meets our return requirements.
If your return is approved, your refund will be processed to your original payment method. Please allow up to 7 business days for the refund to be initiated, although processing times may vary depending on your bank or payment provider.
Exchanges
We also offer exchanges. If you'd like a different size, colour, or another product, simply contact us at info@cozivio.com, and our support team will help arrange your exchange as quickly as possible.
Orders That Have Not Arrived
If your order has not been delivered within the expected delivery timeframe, please contact info@cozivio.com and include your order number.
We'll investigate the shipment with the carrier. If the package is confirmed as lost, we'll either:
- Send you a replacement at no additional cost, or
- Issue a full refund to your original payment method.
Non-Returnable Items
Certain products cannot be returned for hygiene and safety reasons. These items will be clearly identified as non-returnable on their respective product pages.
Changes to This Policy
We may update this Return & Refund Policy from time to time. Any revisions will be published on this page along with a last updated date.
We recommend reviewing this policy periodically. By continuing to use our website after changes are posted, you agree to the revised policy.
Need Assistance?
If you have any questions, please visit our FAQs page or contact our customer support team for assistance.
Contact Information
Store address: 53 Marshall Street, Smethwick B67 7NA, United Kingdom
Store Email: info@cozivio.com
Store Phone: +443305330494
Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM (BST)
We do our best to reply to your e-mail within 1-2 working business days.