Refund Policy

Refund & Return Policy

At Tcozy, consumer satisfaction and legal marketplace compliance represent our core values. We provide a customer-centric return framework to guarantee total peace of mind for our buyers. All prices and financial settlement figures referenced herein are tracked in United States Dollars (USD).

Guaranteed Core Assurances

  • Return Window: 30 Days from the date of package delivery.
  • Return Processing Fee: 100% FREE RETURNS (No restocking fees, no consumer-borne shipping penalties).
  • Refund Issue Timeline: Stated funds will be fully processed within 10 business days of item inspection.

1. Eligibility Conditions for 30-Day Returns

To qualify for an authorized free return, your ceramic or kitchenware item must be returned in its original condition. This means the item must be unused, unwashed, and free from scratches, food marks, or chips, and must be housed inside the original retail box with all molded foam packing elements intact.

2. Step-by-Step Return Initialization Protocol

To ensure your return is correctly tracked and processed, please follow these steps:

  1. Submit Request: Draft an electronic email to info@tcozy.shop detailing your unique Shopify order code and the reasons for your return request.
  2. Receive Label: Our customer support desk will evaluate the submission within 24-48 hours and provide a pre-paid printable return shipping label along with explicit drop-off instructions.
  3. Package Item: Secure the ceramic ware within its protective casing to avoid damage during transit. Affix the provided label to the exterior of the box and deliver it to the designated carrier node.

3. Transit Damage, Chipping, and Factory Flaws

While our packages are drop-tested to withstand international transit, exceptional shipping stress can occasionally cause damage. If your item arrives broken or chipped, **do not mail the broken shards back to us**. Instead, please follow this fast-track protocol:

  • Take a clear, high-resolution photograph of the damaged product alongside the shipping label affixed to the box.
  • Email the image attachments to info@tcozy.shop within 48 hours of delivery.
  • Once verified, Tcozy will immediately arrange a 100% free brand-new replacement or execute a full refund, according to your preference.

4. 10-Day Refund Settlement Guarantee

Once your return parcel arrives back at our logistics inspection depot, our staff will review the contents within 2 business days to verify the item's condition. Upon approval, an automated refund command will be transmitted to your original payment gateway provider. We guarantee that all funds will be fully processed and settled within 10 business days. Please note that individual credit card issuers or banks may require additional processing windows to reflect the credit on your monthly statement.

5. Order Revocations and Cancellations

If you change your mind after finalizing an order, a cancellation request must be logged via email at info@tcozy.shop within 12 hours of payment. If the order has already entered our automated fulfillment pipeline or been handed over to international freight carriers, the package cannot be intercepted. In such scenarios, please wait for the parcel to arrive in Singapore and then initiate our standard 30-day free return process.