Refund policy
Cozara Returns Policy
At Cozara, we want you to shop with confidence. This Returns Policy is designed to comply with the Consumer Protection Act 68 of 2008 (South Africa) while ensuring a fair and efficient process for both our customers and our business.
1. Standard Returns
You may request a return within 14 days of receiving your order if:
- The product is unused and in its original condition.
- The product is returned with all original packaging, accessories, manuals, and components.
- Proof of purchase is provided.
To request a return, please contact us at:
Return requests made without prior authorization may not be accepted.
2. Hygiene and Personal Use Products
Because Cozara products are wearable personal-use items that come into direct contact with the body, returns cannot be accepted where:
- The product has been used.
- The product shows signs of wear.
- The product has been damaged after delivery.
- The product packaging has been opened and the item cannot reasonably be resold due to hygiene considerations.
This does not affect your rights regarding defective or faulty products under South African law.
3. Defective or Faulty Products
Under Section 56 of the Consumer Protection Act, customers are entitled to protection against defective goods.
If a product is found to be defective, unsafe, or fails to meet reasonable quality standards within six (6) months of delivery, Cozara may, at the customer's election and in accordance with applicable law:
- Repair the product;
- Replace the product; or
- Refund the purchase price.
Before any remedy is provided, Cozara reserves the right to inspect the product and verify the reported defect.
Claims may be declined where the issue results from:
- Misuse or abuse;
- Accidental damage;
- Improper storage;
- Unauthorized modifications or repairs;
- Failure to follow product instructions;
- Normal wear and tear.
4. Damaged, Incorrect or Missing Items
If your order arrives damaged, incomplete, or incorrect, you must notify Cozara within 7 days of delivery.
Please include:
- Your order number;
- A description of the issue;
- Clear photographs showing the problem.
Failure to report delivery issues within a reasonable period may affect our ability to investigate and resolve the claim.
5. Change of Mind Returns
Subject to applicable law, Cozara does not generally accept returns solely because:
- You changed your mind;
- You no longer want the product;
- The product does not meet personal preferences;
- The wrong product was selected during checkout.
At our sole discretion, we may approve certain change-of-mind returns where:
- The item remains unused;
- The packaging remains unopened and in resalable condition;
- The request is submitted within 14 days of delivery.
Approved discretionary returns may be subject to:
- A restocking fee of up to 15%;
- Return shipping costs;
- Any reduction in value caused by handling beyond what is necessary to inspect the product.
6. Return Shipping
Defective, damaged, or incorrect products
Where a return is approved due to a verified defect or an error on our part, Cozara will cover reasonable return shipping costs.
Customer-initiated returns
For approved discretionary returns, customers are responsible for:
- Return shipping costs;
- Insurance of returned parcels (where applicable);
- Safe packaging of returned items.
Cozara is not responsible for items lost or damaged during return transit.
7. Inspection of Returned Products
All returned products are inspected upon receipt.
Refunds, replacements, or repairs may be withheld until inspection is completed.
Products returned in a condition different from that reported may result in:
- Partial refund;
- Refusal of refund;
- Return of the product to the customer at their expense.
8. Refund Processing
Approved refunds will be issued to the original payment method used for the purchase.
Please allow 7–14 business days after approval for processing, depending on your payment provider.
Shipping fees are non-refundable except where required by law or where Cozara supplied an incorrect or defective product.
9. Promotional Items, Bundles and Discounts
Where products were purchased as part of:
- Bundle deals;
- Buy-one-get-one offers;
- Promotional campaigns;
- Discounted packages;
all items forming part of the promotion may need to be returned before a refund can be processed.
Refund amounts may be adjusted to reflect promotional pricing received.
10. Order Cancellation
Orders may only be cancelled before they have been processed or dispatched.
Once an order has been shipped, cancellation requests will be treated as return requests under this policy.
11. Limitation of Liability
Nothing in this policy limits or excludes any rights granted to consumers under the Consumer Protection Act.
To the fullest extent permitted by law, Cozara shall not be liable for:
- Indirect or consequential losses;
- Loss of profits or income;
- Delays caused by couriers or third-party service providers;
- Circumstances beyond our reasonable control.
12. Contact Information
Cozara Customer Support