Return Policy

Cozy Haven — Powered by the AFL Group

Last updated: 20 May 2026

At Cozy Haven, we want you and your pets to be happy with every purchase. This Return Policy explains how returns, refunds, replacements, and warranty claims are handled.

1. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You may be entitled to a repair, replacement, refund, or other remedy if a product is faulty, unsafe, not of acceptable quality, not as described, or does not do what it was represented to do.

2. Change of Mind Returns

We may accept change of mind returns where:

• You contact us within 14 days of delivery.
• The item is unused, unopened, and in its original packaging.
• The item is in resaleable condition.
• Proof of purchase is provided.
• The item is not excluded under this policy.

Change of mind returns are approved at our discretion. Return postage costs are generally the customer’s responsibility unless the item is faulty or we made an error with your order.

3. Items That Cannot Usually Be Returned

• Pet food, treats, supplements, or consumable products.
• Grooming products, shampoos, sprays, or liquids.
• Bedding, mats, blankets, or soft goods that have been used.
• Collars, harnesses, clothing, or accessories that show signs of use.
• Personalised, clearance, or final sale items.
• Items damaged after delivery due to misuse, incorrect assembly, or normal wear and tear.

Faulty item claims are still assessed in accordance with Australian Consumer Law.

4. Faulty, Damaged, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is faulty, damaged in transit, incomplete, or incorrect, contact us as soon as possible with:

• Your order number.
• Photos or video of the issue.
• Photos of the packaging and shipping label.
• A short description of the problem.

5. Warranty Claims

Some products may include a supplier or manufacturer warranty. Warranty periods vary by product and supplier.

Warranty does not usually cover misuse, neglect, accidental damage, incorrect installation, pet damage, normal wear and tear, weather exposure where unsuitable, or unauthorised repairs.

6. Return Approval Required

Please do not return items without contacting us first. Returns sent without approval may be delayed, rejected, or returned to sender.

7. Refunds

Once a returned item is received and assessed, approved refunds will be processed back to your original payment method where possible. Shipping fees may not be refundable for change of mind returns.

8. Order Cancellations

Orders can only be cancelled before they are processed, packed, or dispatched. Cancellation may not be possible once an order has entered processing.

Contact Us

Cozy Haven — Powered by the AFL Group
Email: customers@cozyhaven.com.au
ABN: 33 688 460 273
Address: Suite 302, 13/15 Wentworth Ave, Sydney, NSW, Australia 2000