Returns & Refunds Policy

At Cozyology, most of our products are made to order and crafted specifically based on your selected measurements, fabrics, and specifications. Please review the following policy carefully before placing your order to ensure clarity and confidence throughout your purchase.

Made-to-Order Products (Non-Returnable)

Due to the custom nature of our products, made-to-order items are not eligible for return or refund once production has begun, as they cannot be restocked or resold.

This includes, but is not limited to:

  • Custom Drapes
  • Custom Shades
  • Custom-size Hardware
  • Any item produced according to your confirmed measurements, fabric selections, or specifications

Items Not Eligible for Return or Refund

The following situations are not considered quality issues and do not qualify for returns, refunds, or free replacements:

  • Change of mind or no longer wanting the item
  • Incorrect measurements provided by the customer
  • Items made correctly according to the confirmed order details but do not fit as expected
  • Dislike of color, texture, weight, weave, or overall appearance
  • Misinterpretation of product images or descriptions
  • Preferences related to fullness, stacking width, light gaps, or panel coverage
  • Shading level expectations (shading perception is subjective and may vary based on environment, lighting, and installation conditions)
  • Color variations caused by:
    • Monitor or screen display differences
    • Natural fabric dye lots
    • The addition, removal, or change of liners
  • Orders arriving later than expected
  • Industry-standard size tolerances:
    • Drapery: ±1/2 inch
    • Shades: ±1/4 inch

To help avoid these situations, we strongly recommend reviewing all product details carefully and ordering fabric or liner swatches prior to placing a custom order.

Eligible Issues (Replacement, or Remake)

In rare cases where an issue is determined to be caused by Cozyology, we will work with you to resolve it.

Eligible situations include:

  • Items made incorrectly
  • Incorrect fabric or liner used
  • Product not matching the confirmed order specifications
  • Incorrect color sent

In these cases, the sole remedy is a replacement, or remake, at our discretion. Original items may be required to be returned before a replacement or remake is issued.

Hardware Return Policy

Length adjustable hardware may be returned or refunded within 30 days of delivery, provided all of the following conditions are met:

  • The item is damaged, defective, or incorrect upon arrival
  • The item is unused, uninstalled, unaltered, and in original packaging
  • All tags, accessories, and components are intact

Returns are not accepted for items that show signs of installation or use.

Required Documentation

To help us evaluate and resolve your request efficiently, the following documentation is required before approval:

  • Clear photos of the product
  • Photos of the original inner and outer packaging
  • Photos taken immediately upon unpacking and before installation or use
  • Your order number and a brief description of the issue

Requests submitted without sufficient documentation may be delayed or declined.

Time Limits

  • All requests for return, replacement, or remake must be submitted within 30 days of delivery
  • Requests submitted after 30 days will not be accepted
  • Measurement or order detail changes can be made free of charge within 24 hours of placing your order, provided production has not begun

We strongly recommend inspecting all items promptly upon delivery.

Remake Support

If a remake is requested due to measurement adjustments or other non-qualifying reasons, we are happy to offer discounted remake options, provided the request is submitted within 30 days of delivery.

Requests submitted after 30 days are not eligible for discounted remakes.

Discounted remake options:

  • 45% off with air shipping
  • 65% off with sea shipping

Shipping timelines are outlined on our Shipping Policy page.

Return Shipping & Fees

  • Return shipping costs are the responsibility of the customer
  • Original shipping fees are non-refundable
  • No handling fees are charged for approved returns, or exchanges
  • Cash-on-delivery return shipments will not be accepted

Refund Processing

Once an approved return is received and inspected:

  • You will be notified by email
  • Refunds are typically processed within 3–5 business days
  • Refunds are issued to the original payment method
  • Credit or debit card refunds generally appear within 3–7 business days, depending on your bank

Return Address

Do not send returns to the sender’s address listed on your package.
Once your request is approved, we will provide the correct return address and detailed instructions by email.

All return shipments must include a valid tracking number.
Returns sent without prior approval may not be accepted.

Final Notes

Due to the custom nature of our products, replacement, or remake is the sole remedy available for eligible issues. Refunds are not offered for made-to-order items once production has begun.

If you have any questions or need assistance, please contact us at care@cozyology.com.