RETURNS & EXCHANGE POLICY

We only accept exchanges if:

1. A wrong item has been shipped.
2. A wrong size or colour has been shipped.
3. The item received is defective or damaged.
* The item is unwashed, unaltered, unworn, and has all original tags attached.

TERMS & CONDITIONS
• No cash refund is allowed. Please double-check your order before payment.
• Not applicable for defect sale items, innerwear, accessories, and non-returnable items.
• Each order is entitled to ONE exchange only.
• Exchange must be requested within 7 days from the purchase date (offline) or the date of receiving (online).
• Items must be shipped back within 7 days upon receiving.
• Return postage fees for incorrect/defective items will be covered by Only Cozy. West Malaysia: up to RM8 / East Malaysia: up to RM16
• Only Cozy will send a brand new piece to buyer once the incorrect/defective item is received.
• Fully refund in Store credit if the item is no longer in stock.
• Store credit will be issued via email.
• Store credit can only be used once and not applicable with other discounts.
• Store credit must be redeemed within 365 days from the date of issue.
• Only Cozy reserves the right to reject any returns that do not fulfil our returns & exchange policy.


NOT CONSIDERED AS DEFECTS / DAMAGES
The following conditions are not considered defects and are not eligible for return or exchange:

• Loose threads, slight seam misalignment, or minor stitching irregularities
• Small crochet or knitting irregularities
• Items that have been washed, including discoloration, fading, shrinking, or deformation
• Small stains below 2cm that do not affect overall appearance
• Damages caused by mishandling or improper use
• Button holes or pocket openings that have not been cut open
• Color differences caused by lighting, photography, or screen display settings


HOW TO REQUEST AN EXCHANGE?
We’re truly sorry you received an incorrect/defective items :(

Please contact us via Instagram (onlycozy.co) within 7 days from the purchase date (offline) or the date of receiving (online) and provide:

1. Your Order Number (e.g. #000000) / Receipt Copy
2. Photo/video of the defect

Our customer service team will assist you as soon as possible.


Incorrect, Defective, or Damaged Item

Description

A wrong item has been shipped.
A wrong size or color has been shipped.
The item is torn.
The item has a significant stain.

*Proof of the defect must be verified by Only Cozy for the return to be eligible.

Return Shipping Cost
(Buyer Shipping Items to Only Cozy)

Borne by Only Cozy in cash. A valid shipping receipt must be provided to claim reimbursement. The maximum return for clothes is RM8 (West Malaysia) & RM16 (East Malaysia).

Exchange Shipping Cost
(Only Cozy shipping items to Buyer)

Borne by Only Cozy

Buyer receives
Only Cozy will send a brand new piece to the buyer once the defective or incorrect item is received. A full refund in store credit will be issued if the item is no longer in stock. Store credit will be sent to the buyer via email.


FAQ:

I found a defect / wrong size on my item but I've already washed it. What should I do?
We’re sorry, but we are unable to accept returns for items that have been washed. Please check your items carefully upon receiving them.

I would like to request a refund in cash (in any condition).
We apologize, but we are unable to provide any refunds in cash. All exchanges or compensations are subject to our returns & exchange policy.

The size doesn't fit me. Can I change it to another size?
We’re sorry, but we do not accept size exchanges. Please kindly check the measurements provided on our website before placing your order.

I don’t like the color. Can I change it to another color?
We’re sorry, but we do not accept exchanges for personal preferences, such as color choice. Please kindly review the product images carefully before placing your order.

Can I visit your shop for the return/exchange?
Yes, you may drop by our store to perform an exchange. However, this is subject to stock availability of the item you wish to exchange and must be done within 7 working days upon receiving your parcel. Kindly drop us a message via Instagram (onlycozy.co) before visiting.