Refund policy

Last Updated: July 18, 2026

Thank you for shopping with CozySip.store. We believe that every cup, mug, and drinkware accessory should bring warmth, comfort, and a little joy to your everyday routine. Our products are selected to complement peaceful breakfasts, slow coffee moments, relaxing tea breaks, and thoughtful gifting occasions.

We want you to feel confident when placing an order with us. This Return & Refund Policy explains when an item may be returned, how to request a return, when refunds are issued, and what to do if your order arrives damaged, defective, incorrect, or incomplete.

By placing an order through CozySip.store, you acknowledge that you have read and accepted this Return & Refund Policy. This policy forms part of our Terms of Service and applies to purchases made directly through our website.

Shopify allows merchants to publish written return and refund policies and manage return requests, inspections, and refunds through their store administration. However, each merchant remains responsible for ensuring that its policies comply with the consumer-protection laws applicable to its business and customers.

1. Our 30-Day Return Policy

CozySip.store offers eligible customers a 30-day return period.

You may request a return within 30 calendar days of the date your order is marked as delivered by the shipping carrier. Return requests submitted after this period may not be accepted unless required by applicable law.

To qualify for a return, the item must generally be:

• In the same condition in which it was received
• Unused and free from signs of wear
• Unwashed and unaltered
• Free from stains, odors, scratches, chips, cracks, or other customer-caused damage
• Returned with all original components and accessories
• Returned with the original packaging whenever reasonably possible
• Accompanied by valid proof of purchase

For product sets, all included components must be returned together. For example, if a product includes a cup, saucer, lid, spoon, gift box, or decorative accessory, the complete set must be returned unless our customer support team confirms otherwise in writing.

Opening a shipping package solely to inspect the product does not automatically make the item ineligible. However, products that have been used for drinking, serving, cooking, storing food, or any other household purpose may not be accepted as standard change-of-mind returns for hygiene and safety reasons.

2. Free Eligible Returns

CozySip.store provides free return shipping for approved eligible returns submitted within the 30-day return period.

A free return means that, when your request is approved, we may provide one of the following:

• A prepaid return shipping label
• A return shipping reimbursement
• Instructions for returning the item through a designated carrier or return facility
• Another reasonable return solution based on your location

Customers must not send products back without first contacting us and receiving return authorization. Unauthorized returns may be delayed, refused, returned to the sender, or processed without reimbursement for shipping expenses.

The return method may vary depending on the destination country, product type, order value, delivery partner, and available return services. We will provide the applicable instructions after reviewing your request.

Free return shipping does not apply when:

• A customer sends the item to an unauthorized address
• A customer chooses a more expensive shipping method without approval
• The return package does not follow our instructions
• The item is found to have been used, altered, intentionally damaged, or returned fraudulently
• The customer provides an incorrect or incomplete delivery address
• The package was refused for reasons unrelated to damage, defect, or shipping error
• The return is prohibited by law or carrier restrictions

Nothing in this section limits any non-waivable rights available under applicable consumer law.

3. Starting a Return

To request a return, contact us at:

Email: support@CozySip.store
Phone: (416) 858-3157
Address: 1545 Avenue de la Montagne E, Québec, QC G3K 1P5, Canada

Please include:

• Your full name
• Your order number
• The email address used for the purchase
• The name of the item you wish to return
• The reason for the return
• Clear photographs or videos when the product is damaged, defective, incorrect, or incomplete
• A photograph of the shipping label and external package when shipping damage is involved

We aim to review return requests within two to five business days. During periods of unusually high order volume, holidays, carrier disruption, or technical interruption, additional processing time may be required.

Once the request is reviewed, we will confirm whether the return is approved, whether further information is required, and which return instructions apply.

Receiving an automated acknowledgment does not mean that a return has been approved. Approval is confirmed only when our customer support team provides written authorization.

4. Return Authorization

Approved returns may be assigned a return authorization number or other identifying reference. Where provided, this information must be included with the return package.

Please follow all instructions carefully. The returned package should be securely packed to prevent damage during transit. Ceramic mugs, glass cups, saucers, lids, and other fragile products should be individually wrapped and placed in protective packaging.

CozySip.store is not responsible for damage caused by inadequate return packaging. If an item is returned in a condition that prevents resale and the damage occurred after delivery due to insufficient return protection, we may reduce or deny the refund to the extent permitted by law.

Customers should retain:

• The return tracking number
• The carrier receipt
• Photographs of the packed item
• Any shipping documentation

A return is not considered completed until it has been received at the authorized return location.

The address listed on our website is our business contact address and is not automatically the return destination for every order. Return locations may vary according to product origin, fulfillment location, or customer region. Always use the return address provided in your approved return instructions.

5. Return Inspection

After receiving a returned product, we will inspect it to confirm:

• The correct item was returned
• The return was submitted within the permitted period
• All required components are present
• The item has not been used beyond reasonable inspection
• The item has not been altered, washed, damaged, or contaminated
• The return reason matches the product’s condition
• The request is not fraudulent or abusive

Shopify’s merchant tools permit merchants to manage returns and issue refunds after inspecting returned merchandise.

Inspection usually takes three to seven business days after the return is delivered. Complex cases may take longer, particularly when multiple products, international shipments, carrier claims, or payment disputes are involved.

We will notify you by email after the inspection has been completed.

6. Refund Approval and Processing

If the return is approved after inspection, we will issue the applicable refund to the original payment method, unless another method is required by law or expressly agreed upon.

Refunds may include:

• The eligible product price
• Applicable taxes charged on the refunded product
• Original standard shipping charges when required by law
• Approved return shipping costs where applicable

Because CozySip.store offers free standard worldwide shipping, customers generally do not pay a standard outbound shipping charge. Optional expedited shipping, special delivery services, gift wrapping, or other non-refundable services may not be reimbursed unless the service was not provided or applicable law requires reimbursement.

Shopify processes refunds in the currency used by the customer to pay for the order.

After we issue the refund, your bank, credit-card provider, digital-wallet provider, or payment processor may require additional time to post the funds to your account. Typical processing times range from five to ten business days, but the exact timing is controlled by the financial institution and may be longer in some regions.

We cannot guarantee the date on which your financial institution will make the refund visible.

7. Late or Missing Refunds

When you receive confirmation that a refund has been issued but do not see the funds, please:

1. Review the original payment account.
2. Check for a pending or reversed transaction.
3. Contact your credit-card company or payment provider.
4. Contact your bank, as posting times may vary.
5. Confirm that you are checking the payment method originally used.

If the expected processing period has passed, contact us at support@CozySip.store with your order number and refund confirmation.

We will review the transaction and provide any available reference information. We cannot access or control the internal systems of your bank or card issuer, but we will reasonably assist with locating the refund.

8. Damaged or Broken Items

Ceramic and glass drinkware requires careful handling. Although products are packed to reduce transportation risks, breakage or damage can occasionally occur.

Please inspect your order shortly after delivery. If an item arrives damaged, broken, cracked, chipped, scratched, or otherwise unusable, contact us within seven calendar days of delivery, whenever reasonably possible.

Please provide:

• A clear photograph of the full product
• Close-up photographs of the damage
• A photograph of the packaging
• A photograph of the shipping label
• A short description of the issue
• Your order number

Do not discard the damaged product or packaging until we confirm that it is no longer needed. The carrier or fulfillment partner may require inspection evidence.

After verification, we may offer:

• A free replacement
• A full refund
• A partial refund where appropriate
• Store credit, but only with your agreement
• Another remedy required by applicable law

We will not require a customer to return visibly shattered glass or dangerously broken ceramic when doing so would create an unreasonable safety risk. We may instead ask for photographic evidence and safe disposal.

Please handle broken products carefully. Wear protective gloves where appropriate, keep fragments away from children and pets, and dispose of broken materials in accordance with local waste rules.

9. Defective Products

A product may be considered defective when it has a manufacturing or functional problem that prevents normal use. Examples may include:

• A handle that is detached or insecure upon arrival
• A lid that does not fit as represented
• A severe manufacturing crack
• A structurally unstable cup
• Missing essential components
• Material defects that affect ordinary use

Minor handmade variations are not necessarily defects. Some CozySip.store products feature intentionally irregular, hand-pinched, hand-painted, reactive-glaze, underglaze, or artisan-inspired finishes.

Natural variations may include:

• Slight differences in color
• Minor glaze variation
• Small differences in shape
• Subtle pattern placement differences
• Slight dimensional variations
• Tiny marks resulting from the production process

These characteristics may form part of the intended handcrafted appearance and do not automatically qualify as defects.

Where the issue affects safety, durability, or ordinary functionality, contact us promptly so we can review the matter.

10. Incorrect Items

If you receive a product different from the item shown in your order confirmation, please contact us within seven days of delivery.

Do not use the incorrect item. Keep all packaging and provide photographs showing:

• The item received
• The shipping label
• Any product label or barcode
• The full contents of the package

After verification, we will arrange an appropriate remedy, which may include sending the correct item at no additional cost or issuing a refund.

You will not be required to pay approved return shipping costs for an error caused by CozySip.store or its fulfillment partners.

11. Missing Items or Incomplete Sets

Some orders may be shipped in multiple packages. Before reporting an item as missing, check:

• The order confirmation
• All tracking numbers
• The package contents
• Delivery notifications
• Whether another parcel remains in transit

If the shipment is marked complete but an item is missing, contact us within seven days and include photographs of the package and everything received.

For product sets, please identify the missing component, such as:

• Saucer
• Spoon
• Lid
• Gift box
• Decorative accessory
• Second cup
• Product insert

After reviewing the fulfillment records, package weight, tracking information, and supplied evidence, we will provide an appropriate solution.

12. Lost Packages

A package may be treated as potentially lost when tracking shows no meaningful movement for an extended period or when the carrier confirms that it cannot locate the shipment.

If your order has not arrived within the stated delivery estimate, contact us. We may ask you to:

• Confirm the shipping address
• Check with household members
• Check with neighbors
• Contact the local postal office
• Review delivery photographs
• Check reception, mailrooms, parcel lockers, or safe locations

Where the carrier confirms loss or the available evidence reasonably supports a loss claim, we may offer a replacement or refund.

A package marked as delivered is not automatically considered lost. Delivered-package claims require investigation and may depend on carrier records and local circumstances.

13. Stolen or Missing After Delivery

CozySip.store is not ordinarily responsible for theft occurring after a package has been correctly delivered to the address supplied by the customer.

However, we understand that delivery disputes can occur. Contact us promptly, and we will assist by reviewing:

• Tracking records
• Delivery scans
• Delivery photographs
• Carrier location data, where available
• Shipping-address information

You may also need to contact the carrier, building management, local postal service, or local authorities.

Any replacement or refund in a confirmed post-delivery theft case will be determined individually and does not constitute an admission of liability.

14. Address Errors and Undeliverable Orders

Customers are responsible for entering a complete and accurate shipping address.

Please review your address carefully before submitting an order. This includes:

• Recipient name
• Street number and street name
• Apartment or unit number
• City
• Province, state, or region
• Postal or ZIP code
• Country
• Telephone number where requested

Contact us as soon as possible if you notice an error. We cannot guarantee changes after an order enters processing or fulfillment.

If an order is returned because of an incorrect address, incomplete address, refusal, failure to collect, inaccessible destination, or repeated unsuccessful delivery attempts, we will contact you after the parcel is received.

Depending on the circumstances, we may offer reshipment or a refund. Additional shipping expenses may be deducted or charged when the delivery failure resulted from information supplied by the customer, except where prohibited by law.

15. Order Cancellations

Cancellation requests should be sent to support@CozySip.store as quickly as possible after ordering.

We will try to cancel an order that has not entered fulfillment. However, cancellation is not guaranteed because orders may be processed automatically.

If the order has already shipped, it cannot ordinarily be canceled. You may request a return after delivery under this policy.

Shopify distinguishes between cancellation rules for unfulfilled orders and return rules for fulfilled products.

If we successfully cancel an order, the refund will be issued to the original payment method. Temporary payment authorizations may take time to disappear depending on your financial institution.

16. Exchanges

Direct exchanges may be available in limited circumstances, subject to product availability and operational feasibility.

To request a different color, style, or variation, contact us before returning the original product.

When direct exchanges are unavailable, the standard process is:

1. Return the eligible original item.
2. Receive the applicable refund.
3. Place a new order for the preferred product.

We cannot reserve stock while a return is in transit. Prices, discounts, and availability may change between the original order and the replacement purchase.

For damaged, defective, or incorrect products, we may send a replacement without requiring a new purchase.

17. Non-Returnable Items

Unless required by law, the following may be excluded from change-of-mind returns:

• Products used for food or beverage consumption
• Products showing signs of use or washing
• Personalized or custom-made products
• Gift cards
• Digital products
• Clearance or final-sale products clearly marked before purchase
• Products damaged after delivery
• Products returned without required components
• Items presenting hygiene or safety concerns
• Unauthorized returns
• Products obtained through fraud or policy abuse

A final-sale designation does not remove rights relating to defective, unsafe, materially misrepresented, or incorrectly supplied products where applicable consumer law provides a remedy.

18. Promotional and Discounted Products

Products purchased with a discount code, seasonal promotion, bundle discount, or automatic offer may still qualify for return unless clearly marked final sale.

Refunds are based on the amount actually paid for the returned item after allocated discounts.

For bundle promotions, returning only part of a bundle may cause the remaining products to be recalculated at their regular or adjusted promotional price. The refund may therefore differ from the individual line-item amount displayed before adjustment.

Free gifts must generally be returned when the qualifying purchase is returned in full. If the gift is not returned, its value may be deducted from the refund where permitted by law and disclosed as part of the promotion.

19. Gifts

When a product was purchased as a gift, refunds are normally issued to the original purchaser’s payment method.

We may provide store credit to the recipient only where operationally available and permitted, and only after appropriate order verification.

Privacy restrictions may prevent us from sharing payment or account information with a gift recipient.

20. Partial Refunds

A partial refund may be appropriate when:

• Only part of an order is returned
• One component of a set is missing
• The product has minor damage but the customer agrees to keep it
• A service was partially provided
• The returned item has diminished value due to handling beyond reasonable inspection
• A promotional bundle must be recalculated

We will explain any proposed partial refund before processing it when reasonably possible.

We do not use partial refunds to avoid providing legally required remedies for materially defective or misrepresented products.

21. Refused Deliveries

Refusing a package does not automatically create an approved return.

Refused shipments may be:

• Returned to the sender
• Held by customs
• Destroyed by the carrier
• Subject to handling charges
• Delayed for an extended period

Contact us before refusing a shipment unless there is an immediate safety concern.

Refunds for refused packages are considered after the product is returned and inspected. Costs caused by an unjustified refusal may be deducted where legally permitted.

22. International Returns, Customs, and Duties

CozySip.store serves customers in multiple locations. International returns may involve customs forms, carrier requirements, or import procedures.

Follow the instructions we provide. Do not declare false values or mark commercial returns inaccurately.

Original customs duties, import taxes, brokerage charges, and governmental fees are generally collected by authorities or third parties and may not be refundable by CozySip.store. Customers may need to apply directly to the relevant authority for reimbursement.

When a product is defective, damaged, or incorrectly supplied, we will provide a reasonable remedy consistent with applicable law.

23. Chargebacks and Payment Disputes

We encourage customers to contact us before filing a chargeback. Most delivery, damage, cancellation, and refund concerns can be resolved directly.

When a chargeback or payment dispute is opened, we may provide the payment provider with relevant records, including:

• Order confirmation
• Customer communications
• Tracking information
• Delivery confirmation
• Return records
• Refund records
• Fraud-prevention information

A chargeback does not automatically entitle the customer to keep both the product and the refunded payment.

Fraudulent chargebacks, duplicate refunds, or intentional misuse may result in account restrictions, cancellation of future orders, or other lawful action.

24. Return Abuse and Fraud Prevention

We reserve the right to refuse or restrict returns where evidence indicates:

• Repeated excessive returns
• Use-and-return behavior
• Empty-box returns
• Product substitution
• Altered tracking information
• False damage claims
• Duplicate refund attempts
• Unauthorized payment activity
• Intentional product damage
• Coordinated policy abuse

Any decision will be based on available evidence and applied consistently with applicable law.

Nothing in this section permits us to deny legitimate claims or non-waivable consumer rights.

25. Consumer Rights

This policy provides contractual return rights offered by CozySip.store. You may also have statutory rights under the laws of your province, state, territory, country, or region.

Those rights may include remedies for products that are:

• Defective
• Unsafe
• Not of acceptable quality
• Not fit for their ordinary or disclosed purpose
• Materially different from their description
• Not delivered within a legally required period

Where mandatory law provides stronger protection than this policy, the mandatory law takes precedence.

Shopify advises merchants that they must comply with the laws applicable to their business and customers and recommends obtaining appropriate legal advice.

This template is intended as general store content and is not a substitute for advice from a qualified Canadian lawyer or legal professional familiar with the jurisdictions in which CozySip.store sells.

26. Changes to This Policy

We may update this Return & Refund Policy to reflect:

• Changes in our operations
• New fulfillment methods
• Changes in products
• Shopify platform updates
• Carrier requirements
• Legal or regulatory developments
• Improvements to customer service procedures

The updated version will be published on CozySip.store with a revised “Last Updated” date.

The policy in effect when an order is placed will generally govern that transaction, except where a later change is legally required or benefits the customer.

27. Contact Us

Questions, concerns, and return requests may be directed to:

CozySip.store
1545 Avenue de la Montagne E
Québec, QC G3K 1P5
Canada

Email: support@CozySip.store
Phone: (416) 858-3157

When contacting us, please include your order number and a clear description of your request. Our team will review the matter carefully and work toward a fair and practical solution.

At CozySip.store, we want each order to feel as comfortable and reassuring as a quiet morning drink. Thank you for allowing us the opportunity to resolve any issue with your purchase.