Refund policy
INTERNATIONAL RETURNS AND REFUNDS POLICY
At COZUMI, we want you to shop with confidence. Therefore, we offer a 30-Day Return Guarantee for orders placed through our online store, regardless of the destination country, subject to the conditions set out below.
This commercial policy applies without prejudice to any mandatory rights consumers may have under the laws of their country or place of residence. Where applicable law grants consumers more favorable rights than those provided under this policy, those statutory rights shall prevail.
1. 30-Day Return Guarantee
You have 30 calendar days from the date you receive your order to request a return.
To request a return, you must contact us within this period at:
Email: thecozumi@gmail.com
In your request, please provide your order number and identify the products you wish to return. We may request additional information that is reasonably necessary to identify the purchase and process the return.
Once we have reviewed your request, we will provide you with the necessary return instructions.
Do not send any product back without first requesting a return.
2. Return Conditions
To qualify for our 30-Day Return Guarantee, products must be returned in appropriate condition, without damage or signs of use beyond what is reasonably necessary to inspect the product.
Whenever possible, the item should be returned with its original tags, accessories, documentation, and packaging.
To the extent permitted by applicable law, COZUMI reserves the right to reject a return or reduce the refund amount where the product has been used, damaged, altered, or handled in a way that goes beyond what is reasonably necessary to establish its nature, characteristics, or functioning.
You will need to provide the order number, receipt, invoice, or another valid proof of purchase.
3. Return Address
Unless COZUMI expressly provides a different address during the return process, products must be sent to:
COZUMI
C/ Vent de Xaloc, No. 6
1st Floor, Door 2
46711 Miramar, Valencia
Spain
Important: Do not send any product to this address before receiving our return instructions.
Products sent without a prior return request may experience delays in identification and processing.
4. International Return Shipping Costs
Where a return is made due to a change of mind, size, color, personal preference, or any other reason not attributable to a defect or error by COZUMI, the direct cost of return shipping shall be borne by the customer, unless applicable law mandatorily provides otherwise.
International transportation costs, customs duties, tariffs, taxes, import fees, or other return-related costs shall be the customer's responsibility where legally applicable.
We recommend using a tracked shipping service and keeping proof of shipment until the return has been received and processed.
COZUMI is not responsible for return parcels lost in transit where the shipment has been arranged directly by the customer, except where such responsibility legally rests with COZUMI.
5. Damaged, Defective, or Incorrect Products
Please inspect your order as soon as you receive it.
If you receive a defective product, an item damaged during transit, an incorrect product, or a product different from the one ordered, please contact us as soon as possible at:
Please provide your order number and, where possible, photographs or videos that allow us to identify the issue.
We will assess the matter and, where appropriate, offer a suitable solution in accordance with this policy and applicable law.
Depending on the circumstances, the solution may consist of a replacement, repair, refund, or another legally applicable remedy.
Where the issue is attributable to COZUMI and legally required, we will bear the reasonable costs necessary to carry out the return or replacement.
6. Exceptions to Our 30-Day Return Guarantee
Unless applicable law provides otherwise, our commercial 30-Day Return Guarantee may not apply to:
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Personalized, made-to-order, or custom-made products manufactured according to the customer's specifications.
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Perishable products or products liable to deteriorate or expire rapidly.
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Sealed products that, for health protection or hygiene reasons, are not suitable for return once unsealed.
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Products that have been used, modified, damaged, or altered by the customer beyond what is necessary to inspect them.
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Products that, by their nature, have become inseparably mixed with other products.
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Gift cards or other products for which applicable law permits returns to be excluded.
These exclusions apply to our commercial 30-day return policy and are not intended to remove any mandatory rights consumers may have under applicable law.
7. Sale Items and Promotions
Products purchased during promotions, discounts, or sales may qualify for our 30-Day Return Guarantee unless a different condition is expressly stated before purchase and that condition is permitted by applicable law.
Under no circumstances will a promotion or discount limit mandatory consumer rights granted under applicable law.
8. Exchanges
If you wish to exchange a product for a different size, color, variant, or model, please contact us at thecozumi@gmail.com.
Because our inventory may change quickly, we cannot guarantee the availability of the requested replacement product.
Where we are unable to process an exchange directly, you may return the product in accordance with this policy and place a new order separately.
9. Refunds
Once we receive your return, we will inspect the product and inform you of the status of your refund.
Where the return is accepted, the applicable refund will be issued to the payment method originally used for the purchase, unless we agree on another method or applicable law requires a different solution.
Our aim is to process approved refunds within 10 business days following receipt and inspection of the returned product.
This internal processing period does not limit any more favorable or mandatory refund period established under applicable law.
Once the refund has been processed by COZUMI, your bank, card issuer, or payment provider may require additional time for the amount to appear in your account.
10. Original Shipping Costs
Unless applicable law provides otherwise, original shipping costs are not refundable for returns made exclusively under our commercial 30-Day Return Guarantee.
However, where the consumer exercises a statutory right of withdrawal or return that requires certain shipping costs to be refunded, COZUMI will issue such refund in accordance with applicable law.
Additional costs arising from premium, express, or special shipping methods will be handled in accordance with applicable law.
11. International Orders, Customs, and Taxes
International orders may be subject to taxes, customs duties, tariffs, import fees, and other charges imposed by the authorities of the destination country.
Responsibility for these amounts will depend on the conditions displayed during checkout and the applicable law.
In the event of an international return, COZUMI cannot guarantee that authorities will refund any taxes, duties, or import fees paid directly by the customer.
Where applicable, the customer must request such reimbursement from the relevant customs authority, tax authority, or competent body in their country.
Nothing in this section limits any rights the consumer may have under mandatory applicable law.
12. European Union and Other Statutory Rights
Our 30-Day Return Guarantee is an additional commercial policy and does not replace consumers' statutory rights.
Where European Union law, European Economic Area law, or any other national consumer protection legislation applies, the customer will retain all mandatory rights granted under such legislation, including, where applicable, the statutory right of withdrawal for distance purchases.
If applicable law grants the consumer a longer period, warranty, remedy, or more favorable right than that provided under this policy, the applicable statutory right shall prevail.
13. Statutory Warranties for Defective Products
COZUMI's 30-Day Return Guarantee does not replace or limit any statutory warranties applicable to defective or non-conforming products.
Depending on the consumer's country of residence and the applicable law, additional rights may exist for a period longer than 30 days.
Accordingly, the expiry of our 30-Day Return Guarantee does not necessarily mean that the consumer's statutory rights relating to defective or non-conforming products have expired.
14. Fraud and Abuse Prevention
COZUMI reserves the right to investigate return requests where there are reasonable indications of fraud, abuse of the return policy, product tampering, or misuse of the return system.
We may request additional information that is reasonably necessary to verify the purchase and process the request.
This provision will apply only to the extent permitted by applicable law and will not limit consumers' mandatory rights.
15. Applicable Law and Consumer Rights
COZUMI operates from Spain.
This policy shall be interpreted in accordance with the law applicable to the contractual relationship, without prejudice to any mandatory consumer protection provisions that may apply in the customer's country of habitual residence.
Nothing in this policy is intended to exclude, limit, or reduce any rights that may not legally be excluded or limited.
16. Contact
To request a return or for any questions regarding exchanges, refunds, defective products, or our 30-Day Return Guarantee, please contact:
COZUMI
Email: thecozumi@gmail.com
Return address:
C/ Vent de Xaloc, No. 6
1st Floor, Door 2
46711 Miramar, Valencia
Spain