Customer Services & Policies

Welcome to CozyForU's Customer Services and Hub. We want to ensure your shopping experience is straightforward, transparent, and completely worry-free. Below, you will find our comprehensive policies regarding Shipping, Delivery, Cancellations, Returns, and Refunds.

1. Shipping & Delivery Policy

We deliver across the Republic of Mauritius to make your shopping experience as convenient as possible.

Delivery Options & Timeframes

• Standard Delivery (Mauritius Main Island): Orders are processed and dispatched within 5 to 7 business days.
• Rodrigues & Outer Islands: Delivery can be arranged via Air or Sea Freight. Please contact our support team prior to placing your order to confirm custom shipping timelines and regional fees.

Delivery Fees

• Standard Delivery Fee: Rs 150 flat rate for orders.
• Free Delivery: Not Applicable for now.

Force Majeure & Weather Conditions (Crucial for Mauritius)

• Cyclones & Torrential Rains: Please note that under the laws of Mauritius, all delivery activities are immediately suspended if a Class III or Class IV Cyclone Warning or a official Torrential Rain/Flooding Warning is issued by the Mauritius Meteorological Services.
• Deliveries will safely resume only once the national warning is lifted and road conditions are declared safe by local authorities. We will contact affected customers to reschedule deliveries.

Receipt of Goods

• Our courier partner may request the recipient to show a valid National Identity Card (NIC) or passport to ensure the package is handed over to the correct individual.
• Please inspect the product for any visible damage before acknowledging the delivery.

2. Order Cancellation Policy

• Before Dispatch: You may cancel your order free of charge within 2 hours of placing it. Please contact us via phone or WhatsApp immediately.
• After Dispatch: If your order has already left our dispatch facility, it cannot be canceled mid-transit. It must be treated under our Return Policy below once it arrives at your address.

3. Returns & Refunds Policy

We take great pride in the quality of our home and kitchen essentials. However, if you are not fully satisfied, we are here to help.

Return Window

In alignment with Mauritian Consumer Protection rules, you have 14 calendar days from the date of delivery to request a return for a defective product.

Conditions for Returns

To be eligible for a return, your item must meet the following criteria:

1. It must be completely unused, unassembled, and in the exact same condition that you received it.
2. It must be returned in its original, undamaged packaging with all tags, labels, and instruction manuals intact.
3. You must provide the original receipt, invoice, or electronic proof of purchase from CozyForU.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Personal care or intimate items.
• Items damaged through customer misuse, unauthorized assembly, or improper cleaning.
• Clearance or "Final Sale" items (clearly marked at the time of purchase).

Return Procedure

1. Contact our support team via email sales@cozyforu.com or WhatsApp ([WhatsApp Number]) with your order number and photos/details of the item.
2. Return Method: All returns must be brought or sent by the customer directly to our designated store address: 70, Avenue Ollier, Rose Hill. CozyForU does not provide or arrange courier collection services for returns.
3. Return Logistics & Transport Costs: The customer is solely responsible for all transport, delivery, or travel costs incurred to return the item to our store. CozyForU does not cover, bear, or reimburse any return shipping or transport costs, regardless of the reason for the return (including defective, damaged, or incorrect items).

Refund Process

Once your returned item is received and inspected by our warehouse team, we will send you an email or whatsapp message confirming receipt.

• Approved Returns: If approved, your refund will be processed.
• Refunded Amount: We refund the full product purchase price ONLY.
• Non-Refundable Fees: Original shipping and delivery fees are strictly non-refundable under any circumstances, including but not limited to returns of defective, damaged, or incorrect items.
• Refund Methods: Refunds are strictly processed using the original payment method:
  • Bank Transfer / MCB Juice: Juice is refunded instantly whereas Bank Transfer take the normal process of the bank transfer business days.