Refund policy

Returns

Thank you for supporting our small Australian business! We hope you and your little joey are delighted with your purchase. However, if something isn’t quite right, we're here to help. Please read our refund policy carefully to help make the process as smooth as possible. 

I have changed my mind, can I return my order? 

Please choose carefully before purchasing. At Cosy Joey, we take pride in creating high-quality products that are accurately represented on our website. For this reason, we don’t offer refunds for change of mind. Thank you for your understanding and if you need any help deciding which product is right for you before purchase, please do not hesitate to contact us at hello@cosyjoey.com.au. 

Uh-oh, it looks like my item is faulty, what can I do?

While we have gone to great lengths to use only high-quality fabrics and an amazing manufacturer, our products are handmade and human error can occur.

We hope everything arrives in perfect condition, but if you receive a faulty item, we are so sorry — we understand this is disappointing and it certainly isn’t the experience we want for you.

Here’s what to do:

  1. Email us at hello@cosyjoey.com.au within 7 days of receiving your order.

  2. Include your order number, a brief description of the fault, and a few photos to help us understand the issue.

How We’ll Help:

  • Minor Faults: We’ll work with you to arrange a replacement or repair.

  • Major Faults: If your item is deemed to have a major fault, you can choose from a replacement, refund, or store credit.

Your happiness is extremely important to us. Thank you for giving us the chance to put a smile back on your dial. 

Conditions of Return

Please remember, we only offer returns for faulty items.

Items must be returned in unworn, unwashed or otherwise unused condition, with all original tags/labels attached and packaging. 

Returns are actioned as soon as possible but may take a couple of days to review. We thank you for your patience in advance.

Oops! Return to Sender? Let’s Sort it Out

We know that sleep deprivation and that pesky mental load can make you more forgetful than usual. If your order boomerangs back to us because of incorrect delivery details or a no-show at your local post office, don’t stress — we have options to get things back on track:

  1. Refund: We’ll refund the original purchase price, less any postage costs we have incurred.

  2. Redelivery: Want your order sent out again? No problem! We’ll send it to the correct address. Please note that you will be responsible for covering the costs of redelivery. 

If you need help or have questions, reach out to us at hello@cosyjoey.com.au. We’ll do out best to get your goodies headed your way again as soon as possible!

Your Rights

Our policy complies with the Australian Consumer Law, which guarantees your rights to a refund, replacement, or repair for faulty goods. For more information about your consumer rights, visit Australian Competition and ConsumerCommission (ACCC).

If you need assistance or have any questions about our returns policy, please contact us at hello@cosyjoey.com.au. We’re here to help!