Refund Policy
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Refunds at a glance
- When: we issue your refund within 7 days of receiving your return.
- Where the money goes: back to the original payment method used at checkout.
- Prefer credit? Ask for store credit instead — store credit never expires.
- Return postage: free, including change-of-mind returns, so nothing is deducted for the label.
- Cancelled within 24 hours: an order cancelled within 24 hours of ordering is refunded in full.
- Questions: support@thecozyprint.shop, reply within 24 hours on business days.
This page is about money: when a refund is issued, how much you get back, where it goes and how long banks usually take to show it. If you are looking for how to pack and post something back, the Returns & Exchanges Policy walks you through it. If you want to stop an order before it is printed, see Cancel or Change an Order.
1. When you are entitled to a refund
| Situation | Refund | When it is issued |
|---|---|---|
| Return within 60 days of delivery, any reason | Item price; return label is free | Within 7 days of receiving the return |
| Item damaged, faulty or different from your order notes | Item price, or a reprint if you prefer | Within 7 days of receiving the return, or as agreed with you by email |
| Wrong item sent | Item price, or the correct item | Within 7 days of receiving the return, or as agreed with you by email |
| Order cancelled within 24 hours of ordering | Full order amount | When we confirm the cancellation by email |
| Parcel confirmed lost by the carrier | A fair solution agreed with you — reprint or refund | As agreed with you by email |
2. How much you get back
For a return, you receive the price you paid for the returned item. Because shipping to the US, Canada, Australia and New Zealand is free, there is no shipping charge to refund or to deduct. The return label is also free — we pay for it even when you changed your mind — so the cost of sending the item back is never taken out of your refund.
If you used a discount on the order, the refund is the amount you actually paid for that item after the discount. If you return one piece from a set bought with a set discount, we refund that piece’s share of what you paid, and we will show you the calculation in our email if you ask.
We do not charge restocking fees.
Taxes and import charges
We do not add sales tax at our checkout. Import duties or taxes that a carrier or customs authority collected on delivery in Canada, Australia or New Zealand are set and collected by that country, so they are outside our refund. Tell us if you paid such charges and we will explain whether there is a way to reclaim them locally.
3. How long it takes
- Your return arrives with us. We email you to say it has arrived.
- We issue the refund within 7 days of receiving it. You get a second email confirming the refund amount.
- Your bank or payment provider posts it. Once a refund is issued, the time until you see it depends on your bank or payment provider. Card refunds often appear within a few business days, but some banks take longer, especially across borders.
If our confirmation email has arrived and the money still is not showing after a reasonable wait, contact your bank with the date and amount from our email first. If that does not settle it, write to us and we will send any reference information we have.
4. Where the money goes
Refunds go back to the original payment method used at checkout. We cannot send a refund to a different card, a different account or another person, because doing so would make your payment less secure. If the original card has been cancelled or replaced, banks usually route the refund to the new card or account linked to it; your bank can confirm this.
Store credit instead of a refund
Some customers prefer to keep the value with us — for example when they plan to reorder a sweatshirt in another size or add a pillow to a set later. Ask for store credit in your return email. Store credit never expires, and you can use it on any future order.
Gift orders
When a blanket was a gift, the refund goes to the person who paid for it. If the recipient wants to return it without involving the buyer, write to us and we can usually offer store credit in the recipient’s name instead.
5. Personalised items and refunds
Everything we sell is printed with your names, dates or photos, and all of it is still covered by the 60-day return window. We print exactly what you type in the order notes box at checkout and do not send a proof first, so please check spelling before you place the order. If a name was typed incorrectly, you can still return the piece within 60 days with the free label and receive a refund within 7 days of us receiving it. You can also correct mistakes for free within 24 hours of ordering, before printing begins.
Example: the darker-than-expected photo
You ordered a Valentine’s pillow with a photo from your first date, taken in a dim restaurant. The print is faithful to the photo, but it looks darker on fabric than it did on your bright phone screen. You can send it back within 60 days using our free label; your refund is issued within 7 days of the pillow reaching us. If you want to try again with a brighter photo, we are happy to look at it with you before you reorder.
6. Damaged, faulty or wrong items
If your order arrives damaged, with a print fault, or with text that differs from your order notes, email us with your order number and clear photos. You can choose a reprint or a refund. Any postage for sending the item back is free, and in some cases we may not need the item returned at all — we will tell you in our reply. A refund for these cases is issued within 7 days of receiving the returned item, or on the timeline we agree with you by email when no return is needed.
7. Lost or undelivered parcels
If a parcel does not arrive within the delivery estimate on Shipping & Delivery, contact us with your order number. We will check with the carrier, keep you updated and, if the parcel is confirmed lost, agree a fair solution with you — a reprint or a refund to your original payment method.
8. Cancelled orders
You can cancel an order within 24 hours of placing it. When we confirm the cancellation by email, the full amount is refunded to your original payment method. After 24 hours, printing may already be under way, so a cancellation is no longer possible — but you can still return the delivered item within 60 days for a refund. The Cancel or Change an Order page has the details.
9. Refunds and disputes
If something has gone wrong, please contact us before opening a dispute with your bank or payment provider. We reply within 24 hours on business days, and an email to us is usually the fastest way to a refund. If a dispute is already open, tell us — we will cooperate with the payment provider and will not refund twice for the same order.
10. Partial refunds
We do not take money off a refund for a sweatshirt that was tried on, a blanket that was unfolded on the sofa or a pillow that was taken out of its bag. A partial refund is only considered when a returned item comes back clearly damaged through use after delivery, such as burns or bleach marks. In that case we email you photos and explain before anything is decided, and you can reply to talk it through.
11. The emails you will receive
We keep you informed at each step, so you never need to wonder whether your refund is moving:
| What it means | Anything to do? | |
|---|---|---|
| Return instructions | Your return is accepted and your free label is attached | Pack the item and drop it off |
| Return received | Your parcel has arrived with us | Nothing — the 7-day refund clock has started |
| Refund issued | The money has been sent to your original payment method, or store credit has been issued | Allow your bank or payment provider time to post it |
| We have a question | Something about the return needs a quick answer from you | Reply to the email so we can finish |
If an email seems to be missing, check your spam or promotions folder for messages from support@thecozyprint.shop, then write to us.
12. What helps us refund quickly
- Your order number in every email, ideally in the subject line.
- Writing from the email address used at checkout, so we can match the order straight away.
- Telling us exactly which items are coming back when your order had several pieces.
- Photos when the reason is damage, a print fault or a wrong item.
- Keeping the drop-off receipt until our “return received” email arrives.
We never ask for card numbers, bank passwords or one-time codes to process a refund. If anyone asks for those in our name, do not reply, and let us know.
13. Store credit, in detail
Store credit is an alternative to a refund, never a replacement you are pushed into. You choose it by asking for it in your return email. It has the same value as the refund would have had, it never expires, and it can be used on any blanket, pillow or sweatshirt in the shop, personalised however you like. If you later decide you would rather have the money back on your original payment method, write to us and we will talk it through with you.
Store credit is useful when a gift recipient wants something different, when a family has grown and you want to reorder a set with a new name added, or when you plan to buy a seasonal design closer to the holiday.
14. Refund examples
A blanket returned from Toronto
A family-name fleece throw was delivered in Toronto on March 2. The buyer decided the colours did not suit the living room and emailed us on April 10, well inside 60 days. We sent a free label; the parcel reached us later that month; we emailed to confirm and issued the refund within 7 days of receiving it, back to the original card.
Store credit for a size swap
A dad returned a sweatshirt one size too small and asked for store credit, because he planned to order the next size up after the holidays. The credit was issued once the return arrived. Since store credit never expires, he used it months later.
15. Contact us about a refund
Email support@thecozyprint.shop with your order number, or open a request on the Submit a Ticket page. We reply within 24 hours on business days. More answers are on the FAQs page and in the Help Center.
The Cozy Print · 171 Oliver St Apt 1, Newark, NJ 07105, US