Return policy

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

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

1. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect product, please contact us at support@rolycozy.com within 30 days of delivery.

To help us resolve the issue, please provide:

Your order number
Photos or videos showing the issue
A description of the problem
Photos of the packaging, if the item was damaged during shipping

After reviewing your request, we will determine the appropriate resolution, which may include:

A replacement
A partial refund
A full refund, where applicable

For approved returns related to product defects RolyCozy will cover the applicable return shipping costs and provide a replacement or a Refund.

2. 30-Day Returns for Change of Mind

We accept eligible returns for change of mind, personal preference, or size concerns within 30 days of delivery.

To request a return, contact support@rolycozy.com within the 30-day return period and provide your order number.

To be eligible for a change-of-mind return:

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

For change-of-mind returns, the customer is responsible for the applicable return shipping costs.

We recommend contacting our support team before sending a return, particularly for large or heavy items, as return shipping costs may be significant.

3. Return Shipping Costs

Damaged, defective, or incorrect items:
RolyCozy will cover the applicable return shipping costs and provide return instructions.

Change of mind or other non-quality-related returns:
The customer is responsible for applicable return shipping costs.

Return Address

Approved returns will need to be sent to our designated returns processing facility:

3437 Moreland Ave
Conley, GA 30288
United States

This is our designated returns processing location and may differ from our business mailing address.

Please do not send a return to this address without first contacting our support team and receiving return instructions.

4. Refund Process

Once a return has been approved and received and inspected where applicable, we will process the 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 eligible change-of-mind returns, original shipping fees, where applicable, are non-refundable.
Return shipping costs paid by the customer for change-of-mind returns are not reimbursed.
For approved quality-related returns, we will provide the applicable refund or replacement in accordance with this policy and applicable consumer protection laws.

5. Order Cancellation

If you need to cancel or modify your order, please contact us at support@rolycozy.com.

Cancellations or order modifications are accepted within 12 hours after the order is placed.

After this 12-hour period, your order may have entered our processing workflow and may no longer be eligible for cancellation or modification.

Once an order has been shipped, the shipping address or order details cannot be modified.

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 the issue is related to a defect
Items with missing accessories or original packaging due to customer handling
Items returned without prior approval from our support team

These exclusions do not affect any statutory rights you may have regarding defective, damaged, or misdescribed goods.