退货和退款政策

• The request for return must be submitted within 14 calendar days of the delivery date (in line with the statutory cooling-off period for online purchases in Malaysia). Please contact us at cozyteacorner@outlook.com to initiate the return process before sending any items back; no unsolicited returns will be accepted.
• The product must be unused, unopened, and in its original packaging with all tags, labels, seals, and instruction manuals intact. This includes tea tins, boxes, gift sets, and any accompanying accessories (e.g., tea strainers, spoons) provided with the product.
• A valid proof of purchase must be provided, including but not limited to order confirmation email, official invoice, or order number. The proof of purchase must clearly show the product name, purchase date, and transaction amount.
• The product must not be damaged, contaminated, or altered due to customer misuse, negligence, improper storage, or failure to follow product care instructions. This includes damage caused by accidental drops, exposure to extreme temperatures, or contact with harsh substances.
• For food-grade tea products, the outer packaging must not be tampered with, and the product must not have any signs of deterioration (e.g., mold, peculiar smell) that is not caused by manufacturing defects.

1. Eligibility for Returns

• The request for return must be submitted within 14 calendar days of the delivery date. Please contact us at cozyteacorner@outlook.com to initiate the return process before sending any items back.
• The product must be unused, unopened, and in its original packaging with all tags, labels, and seals intact. This includes tea tins, boxes, and any accompanying accessories.
• A valid proof of purchase (order confirmation email, invoice, or order number) must be provided.
• The product must not be damaged, contaminated, or altered in any way due to customer misuse or negligence.

2. Non-Returnable Items

• Opened or used tea products (for hygiene and food safety reasons, in compliance with Malaysia's Food Act 1983).
• Customized or personalized products (e.g., personalized tea sets, engraved tins, custom-blended teas) that are made according to the customer's specific requirements.
• Gift cards, e-vouchers, and promotional coupons (whether used or unused).
• Products that have expired or are close to expiration (unless the expiration issue is caused by our improper storage or shipping error, and sufficient evidence is provided).
• Promotional and clearance items sold at a discounted price (unless such items have manufacturing defects that affect normal use).
• Free gifts or complimentary items provided with purchases (unless they are defective and affect the use of the main product).
• Opened or used tea products (for hygiene and quality control reasons).
• Customized or personalized products (e.g., personalized tea sets, engraved tins).
• Gift cards and e-vouchers.
• Products that have expired or are close to expiration (unless the expiration issue is caused by our storage or shipping error).

3. Return Process

1. Send an email to cozyteacorner@outlook.com with the subject line "Return Request - [Your Order Number]". The email must include: full name, contact number, delivery date, detailed reason for return (including specific issues with the product), photos/videos of the product and its original packaging (to verify the condition of the item), and a copy of the valid proof of purchase.
2. Our customer service team will review your request within 2-3 business days. If the return is approved, we will send you a Return Authorization (RA) number, a return shipping address, and detailed packaging and shipping guidelines via email. If the request is rejected, we will provide a clear explanation of the reason in writing.
3. Pack the item securely in its original packaging or equivalent protective packaging (to prevent damage during transportation). Clearly mark the RA number on the outer package; packages without a valid RA number will be refused at the warehouse. Do not include any non-returnable items (e.g., free gifts) unless specifically requested by our customer service team.
4. You are responsible for the shipping costs of returning the item, unless the return is due to a defective product, wrong item sent, missing items, or other errors caused by CozyTeaCorner. We recommend using a trackable and insured shipping service (e.g., Pos Malaysia, GDEX) to ensure the item reaches us safely. The tracking number must be provided to our customer service team within 24 hours of shipping.
5. Send the packaged item to the designated return address within 7 business days of receiving the RA number. Returns received after the deadline will not be processed, and the item may be returned to the sender at the sender's expense.

4. Refund Process

• Once we receive the returned item, our quality control team will inspect it within 3-5 business days. The inspection will verify whether the item meets the return eligibility criteria, including the condition of the product, completeness of the packaging, and consistency with the return reason.
• If the inspection is passed, we will process the refund within 2 business days. Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal, Maybank2u). Please note that the refund processing time may vary depending on your bank or payment processor's policies, and it may take 5-7 business days for the refund to be reflected in your account. We will send a refund confirmation email to you once the refund is initiated.
• Shipping costs paid at the time of purchase are non-refundable, unless the return is a direct result of our error (e.g., defective product, wrong item, delayed shipping beyond the promised period). In such cases, the original shipping cost and the return shipping cost (supported by a valid shipping receipt) will be fully refunded.
• If the returned item is found to be ineligible (e.g., used, damaged due to customer negligence, missing packaging, inconsistent with the description in the return request), we will contact you via email to inform you of the inspection result. You can choose to: (1) Arrange for the item to be shipped back to you at your own expense (we will keep the item for 14 business days, after which it will be disposed of if no response is received); (2) Authorize us to dispose of the item free of charge.
• If the refund amount is incorrect due to system errors or miscalculations, please contact us within 7 business days of receiving the refund confirmation. We will verify and correct the error within 3 business days and issue the remaining refund amount.

5. Defective or Wrong Products

6. Cancellation Policy

7. Contact Us

8. Changes to This Policy