Thank you for choosing cozycrittercage.com. Please read this refund and return policy carefully before purchasing. Submitting an order indicates your agreement to all terms in this policy.

Return and Refund Policy Overview

Due to the nature of our products and warehousing requirements, all our products are subject to a final sale policy.

Except for special circumstances explicitly stated in this policy, all sales are one-time sales and do not include:

Returns

Exchanges

Refunds

Refund requests after order cancellation for personal reasons

Situations where returns or refunds are not accepted

The following situations do not qualify for a refund or return:

Change of purchase intention

No longer needing the product

Ordering the wrong product

Dissatisfaction with the product’s size, color, or style

Subjective belief that the product does not meet expectations after receipt

Pet refusing to use the product

Wear or damage caused by normal use

Damage caused by human factors

Damage caused by pet scratching, biting, or improper use

All such situations do not qualify for a refund, return, or exchange.

Circumstances Eligible for Refund or Replacement

We only process applications in the following situations:

1. Manufacturing Defects in the Product

Including but not limited to:

Structural damage

Missing parts

Obvious manufacturing defects

Quality issues affecting normal use

2. Severe Damage During Transportation

The product is obviously damaged during transportation, affecting normal use.

3. Receiving the Wrong Product

The product received does not match the order contents.

Appeal Period

If you find any of the above problems, please contact us within 7 days of receiving the product.

Applications submitted after 7 days may not be processed.

Required Documents for Application

To expedite processing, please provide:

Order Number

Order Email

Problem Description

Product Photos

Outer Packaging Photos

Shipping Label Photos

Insufficient supporting documentation may result in application rejection.

Review and Processing

Upon receiving your application, we will review it within a reasonable timeframe.

Upon confirmation of eligibility, we may offer one of the following solutions at our discretion:

Free replacement of item

Item replacement

Partial refund

Full refund

The specific solution will be determined by CozyCritterCage on a case-by-case basis.

Situations Not Considered Product Defects

The following situations are generally not considered quality issues or product defects:

Slight color difference

Minor cosmetic imperfections that do not affect functionality

Normal wear and tear

Problems caused by improper installation

Problems caused by improper use

Damage caused by pets

Dissatisfaction due to personal preference

We do not offer refunds or returns for the above situations.

Order Cancellation Policy

Unshipped Orders

If an order has not yet entered the processing or shipping stage, customers can contact our customer service team to request cancellation.

Order cancellation requests are not automatically approved and require review and confirmation.

Shipped Orders

Once an order has been shipped, it cannot be cancelled.

Since all products are final sales, shipped orders are not eligible for refunds (except for defective products as defined in this policy).

Refund Processing Time

If the refund is approved:

The refund will be returned to the original payment method; Bank or payment institution processing time is typically 5–10 business days; Actual arrival time may vary depending on the issuing institution.

Shipping Information

Unless for the following reasons:

Wrong item sent

Product has a confirmed manufacturing defect

Product is severely damaged during transit

Otherwise:

Original shipping costs are non-refundable;

Any return shipping costs are non-reimbursable.

Chargebacks and Disputes

If a customer initiates a credit card chargeback or payment dispute without contacting us to resolve the issue, we reserve the right to provide order records, logistics information, and relevant evidence to protect our legal rights.

Contact Us

If you have any questions about our refund and return policy, please contact us:

Email:

Phone:

Address:

Thank you for choosing us. We are committed to providing every customer with high-quality products and a satisfactory shopping experience.