Return & Refund Policy

At RolyCozy, we are committed to providing high-quality pet products and ensuring a positive shopping experience for our customers.

Due to the large size, weight, and international shipping costs associated with many of our products, our return policy is designed to be clear, fair, and compliant with consumer protection laws.

Please carefully review product descriptions, dimensions, installation requirements, and specifications before placing your order.

1. Returns for Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you receive an incorrect product, please contact us at:
support@trustlaneshop.com
within 7 days of delivery.

To help us resolve your issue quickly, please provide:

• Order number
• Photos or videos showing the problem
• A description of the issue
• Photos of the packaging if damage occurred during shipping

After reviewing your request, we will provide an appropriate solution, which may include:

• Replacement of the affected item
• Partial refund
• Full refund (when applicable)

We will evaluate each case individually and work to provide a fair resolution.
For approved quality‑related returns, we will cover return shipping costs and provide further instructions regarding return arrangements.

2. 30‑Day Change‑of‑Mind Returns (All Customers)

We want you to be completely satisfied with your purchase. All customers, regardless of location, have the right to return products for any reason (including change of mind, personal preference, or size concerns) within 30 days from the day after you (or a person designated by you) receive the item.

To exercise this right, please contact us at:
support@trustlaneshop.com
within the 30‑day period and provide your order number.

Returned items must meet the following conditions:

• The product must be unused and in original condition
• All original packaging, accessories, and components must be included
• The product must not have been assembled, installed, modified, or altered

Important: For change‑of‑mind returns, the customer is responsible for return shipping costs that may apply to the return. We recommend contacting our support team before arranging any return shipment, as returning large and heavy items internationally can be expensive.

3. Return Shipping Costs – Summary

*Return shipments will need to be sent to our return warehouse in 3437 Moreland Ave, Conley, GA 30288.

4. Refund Process

Once your return request has been approved and the item has been inspected (if applicable), we will process your refund.

• Approved refunds will be issued to the original payment method.
• Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
• For change‑of‑mind returns, original shipping fees (if any) are non‑refundable, and any return shipping costs you paid will not be reimbursed.
• In case of quality‑related returns, the full purchase price (including original shipping, where required by law) will be refunded.

5. Order Cancellation

If you need to cancel or update your order, please contact us as soon as possible.

Cancellations or modifications are accepted within 12 hours after your order is placed. After this 12-hour window, your order may have entered our processing workflow and can no longer be changed or canceled.

Once your order has been shipped, modifications cannot be made. If you have any questions regarding your order, please contact our customer support team for assistance.

6. Non‑Returnable Items

Returns may not be accepted for:

• Items damaged due to misuse, improper installation, or customer mishandling
• Products that have been assembled, used, modified, or altered (unless they were defective upon arrival)
• Missing accessories or original packaging caused by customer handling
• Items returned without prior approval from our support team

These exclusions apply to all customers and do not affect your statutory rights regarding defective or misdescribed goods.

7. Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team:
Email: support@trustlaneshop.com

We will do our best to assist you and provide a suitable solution.
Thank you for choosing RolyCozy!