At Cozy Penguin, customer satisfaction is our top priority. If you are not completely satisfied with your purchase for any reason, we are happy to assist you with an exchange or a refund, subject to the following conditions:

Return and Exchange Conditions:

  • Return or exchange requests must be made within 7 days from the date of receiving your order.

  • The returned product must be:

    • In its original condition (unused, unwashed, unperfumed, and undamaged).

    • Accompanied by all original tags and brand packaging or bag.

    • Accompanied by the original purchase receipt or proof of purchase.

Non-returnable and Non-exchangeable Products:

  • Products that have been worn, washed, or altered in any way.

  • Products sold under “Clearance Sales” or “Final Discounts” (these can only be exchanged or returned as store credit).

  • For hygienic reasons, underwear, lingerie, or any classified sensitive items cannot be returned once opened.

Cozy Penguin reserves the right to decline any return or exchange request if the product is found to be used or damaged.

How to Submit a Return or Exchange Request:

  • Please contact us via email at: sales@cozypengui.com

  • Or call us at: (+20 108 032 6869)

  • Working hours: Sunday to Thursday, from 10:00 AM to 6:00 PM.

Process Steps:

  1. Submit a Request: Contact us to register your return or exchange request, providing your order number, product details, and reason.

  2. Product Pickup: We will arrange for a courier to collect the product within 3 to 5 business days.

  3. Product Inspection: Once we receive the product, it will be inspected to ensure it meets the return conditions.

Final Action:

  • In case of exchange: We will send you the replacement product or credit the amount to your online wallet.

  • In case of refund: The refund (excluding any shipping fees) will be processed within 7 to 10 business days after the product is received and approved.

Additional Notes:

  • Shipping fees are non-refundable in cases of return or exchange.

  • Any product rejected for return (due to violation of the conditions) will be sent back to the customer.

We strive to ensure your complete satisfaction and hope to always meet your expectations!