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Return, Exchange and Refund Policy

 

Welcome to Cosyvero (hereinafter referred to as "we" or "us"). We are committed to providing high-quality living room sofas and bar furniture. This policy outlines how we handle returns, exchanges, and refunds to ensure a satisfactory shopping experience.

Return & Exchange Validity Period
We offer a 45-day return and exchange window. You have 45 days from the date you sign for and receive the product to initiate a return or exchange request. Requests made after 45 days from the receipt date may not be accepted.

Return & Exchange Conditions
We accept returns and exchanges under the following conditions:

  • Appearance Issues: The product has visible scratches, dents, or damage upon arrival.

  • Quality Issues: The product has structural defects or functional failures.

  • Sensory Issues: The product has strong, unpleasant odors or severe color differences compared to the website description.

  • Incorrect Item: The product received does not match what you ordered (wrong model, size, or material).

  • No Reason (Change of Mind): You simply changed your mind or decided the product does not fit your needs, provided the item is unused and in its original condition.

Return Process
To initiate a return, please follow these steps:

  • Contact Us: Email customer@cosyvero.com or call +1 (917) 703-3020 to request a return. Please provide your Order Number, Proof of Payment, Reason for Return, and relevant Videos or Photos of the item.

  • Review: Our customer service team will process your application immediately. If approved, we will notify you via your contact method and provide the specific return address.

  • Ship Back: Please pack the item securely and ship it back to the designated return address provided by us.

  • Inspection & Refund: Once we receive the returned item, we will immediately inspect it to verify the reported issue. If the inspection passes, we will arrange your refund immediately. For more details on refunds, please refer to the Refund Process section below.

Exchange Process
To initiate an exchange, please follow these steps:

  • Contact Us: Email customer@cosyvero.com or call +1 (917) 703-3020 to request an exchange. Please provide your Order Number, Proof of Payment, Reason for Exchange, and relevant Videos or Photos.

  • Review: Our customer service team will process your application immediately. If approved, we will notify you and provide the return address.

  • Ship Back: Ship the item back to the designated return address provided by us.

  • Inspection & Reshipment: Upon receipt, we will inspect the item. If the inspection passes, we will arrange the new shipment within 1-3 business days. The estimated delivery time for the new item is 7-15 business days. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be credited back to the original bank card (Visa, MasterCard) used for the purchase.

  • Processing Time: Once the refund is approved and processed by us, it typically takes 1-5 business days for the funds to appear in your account, depending on your bank's processing speed. If you have not received it after this period, please contact us.

Fee Rules

  • We Cover Shipping Costs: For returns or exchanges caused by Appearance Issues, Quality Issues, Sensory Issues (Odors/Severe Color Difference), or Incorrect Items, we will bear the shipping costs.

  • You Cover Shipping Costs: For No Reason (Change of Mind) returns or exchanges, you are responsible for the return shipping costs.

Return Label
For your convenience, a Return Label is included inside every package. You can use this label to facilitate your return process.

Liability Disclaimer
To the extent permitted by law, we are not liable for any indirect, incidental, or consequential damages arising from the use of our products. However, nothing in this policy excludes, restricts, or modifies any guarantees, rights, or remedies you have under the Australian Consumer Law (ACL) or other applicable laws. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Additional Terms

  • Item Condition for Change of Mind: For "No Reason" returns, the item must be in resalable condition, disassembled, and in its original packaging.

  • Order Cancellation: If you wish to cancel an order before it has been shipped, please contact us immediately for a full refund. If the order has already shipped, the standard return process applies.

  • Damaged Packaging: If the package arrives significantly damaged, please refuse the delivery if possible or take photos before opening the box to assist with the claim process.

Contact Us
If you have any questions regarding this policy or need assistance, please contact us:

Address: 15203 THREE SPRINGS TRL, GREENVILLE, SC 29615-6775, US
Phone: +1 (917) 703-3020
Email: customer@cosyvero.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)