We want you to love your CozyGhar order. If something isn't right, here's how we help.
Damaged, defective or wrong items
If your item arrives damaged, broken, defective, incomplete or different from what you ordered:
- Contact us within 48 hours of delivery with your Order ID, clear photos and your unboxing video.
- Keep the item and all original packaging until the issue is resolved.
- Once verified, we will send a free replacement or give you a full refund, including delivery charges — your choice, subject to stock availability.
Change of mind (returns & exchanges)
You may return or exchange an item within 7 days of delivery if:
- it is unused, undamaged and in its original condition, and
- it is returned in its original packaging with all tags and accessories.
For change-of-mind returns and exchanges, the return delivery cost is paid by the customer, and original delivery charges are not refunded.
Items that cannot be returned
For hygiene and safety reasons, and unless they arrived damaged or wrong, the following cannot be returned:
- items that have been used, washed, assembled, altered or damaged after delivery
- cushion inserts and fillers once removed from their sealed packaging
- personalised or custom-made items
- items bought on clearance or final sale (marked as such on the product page)
How to start a return or exchange
- Message us on WhatsApp or use our Contact page with your Order ID and the reason for the return.
- Our team will confirm whether the item is eligible and share the return address and instructions.
- Pack the item securely in its original packaging and send it back within the agreed time.
Refunds
- Refunds are processed once the returned item has been received and checked — usually within 7 working days.
- Because orders are paid by Cash on Delivery, refunds are sent by bank transfer, JazzCash or Easypaisa to the account details you provide.
- You will receive a confirmation message once your refund has been sent.
Exchanges
If you would like a different size, colour or product, we will dispatch the exchange once the returned item is received and checked. If the new item costs more or less, the difference will be collected or refunded.
Order cancellations
You can cancel your order free of charge before it is dispatched by messaging us with your Order ID.
Need help?
We're here for you — contact us on WhatsApp or through our Contact page.