RMA - Return Merchandise Authorization
Cozy-Mart.com makes every effort to ensure all items in a customer's order are delivered undamaged and in excellent condition. Please make sure to inspect your package upon delivery and notify us immediately about any missing, damaged, or incorrect items. If we are not notified of any problems with your package within 2 business days of delivery, then it is assumed your items arrived in good condition and Cozy-Mart.com is no longer liable for damaged, missing, or incorrect items. We are not responsible for any installation or service costs.
We offer worry-free shopping with 14-day money-back guarantee. If you are not satisfied with the item you purchased, you can always return it for exchange or refund within 30 days after the item is delivered. We have technicians here who will try to answer all the questions you may have.
It is the buyer's responsibility for any return shipping cost.
1. How can I return an item?
A Return Merchandise Authorization (RMA) form is required for all returns. Please download the (RMA) form here ,and contact us through email, if it is concerning incorrect, missing, damaged, or defective parts.Our RMA service will respond back in 24 to 48 hours. We require this time to investigate and resolve the situation accordingly before we can send you an RMA confirmation.
2. Why do I need an RMA?
Incorrect item is shipped
The customer is responsible for inspecting any and all parts delivered. If you receive an item that is not what you ordered, we must be notified within 2 business days of receiving the package. We will not be responsible for any claims made after 2 business days of receipt. Pictures may be required to authenticate your claim. If a packaging error is verified:
(1) Once we receive the incorrect part, the correct part will be shipped out as a replacement order. Please know that the returned part must still be in new, uninstalled, and in resalable condition with the original factory packaging; otherwise your return will be rejected.
(2) If a replacement is not wanted, you can ask for a refund for the cost of the ordered item. The incorrect part must still be returned to us in new condition, in original packaging, and fit for resale, with the genuine manufacturer label unaltered and intact.
Pictures may be required to authenticate your claim. We do not cross ship under any circumstances, meaning we must receive the returned item(s) before issuing any replacement(s).
We make every effort to check that all ordered items and any necessary components and accessories are included. All claims for missing components must be made within 2 business days of receipt. We reserve the right to deny any missing item claims made after this time period. If any items are verified to be missing:
(1) The missing item(s) will be shipped out at no extra charge.
(2) If a part is missing a necessary component that is included and not sold separately, the entire part would have to be returned to us before a replacement can be shipped.
(3) If the missing item or component is sold separately and not included with the original part or accessory, a separate order must be placed and shipping charges will be applied.
Part arrives damaged/defective
The customer is responsible for inspecting any and all parts delivered. Upon receiving your order, please inspect the packaging and merchandise for dents, scratches, or other damages or defects. If a part arrives damaged or defective,contact us within 2 business days of delivery. We reserve the right to deny any damage claims made after this time period. If shipping damages or manufacturing defects are verified:
(1) Retain all boxes and packaging materials - the carrier reserves the right to inspect these items before approving your claim. The customer may be responsible for bringing the package to your shipping carrier for inspection.
(2) Notify us through the RMA request form within 2 business days of receipt, so we can file a damage claim with the shipping carrier. After we consult with the shipping company, we will advise the customer on how to proceed further with the return.
Pictures may be required to authenticate your claim. We do not cross ship under any circumstances, meaning we must receive your returned item(s) before issuing any replacement(s). We recommend having your parts installed by a certified professional and we are not responsible for any damages made during installation.
Damaged and defective parts are the fault of the shipping carrier or Cozy-Mart.com, we will be responsible for the shipping costs of returning your items and ship out replacement orders at no extra charge.
Package lost in-transit
If a package is lost in transit and has not been delivered, the customer must notify us within 15 business days of the scheduled delivery date. We will not be responsible for any lost package claims made after this time period. We will then contact the shipping carrier to place a tracer on the missing package(s). If the shipping carrier cannot locate the lost package(s), a claim will be filed and a replacement order will be shipped out as soon as possible, or refund will be sent out within 2 business days after verified by us, it depend on you.
Changed my mind/not needed
We can cancel the order and send you refund if it’s not shipped after you purchased.
If we have sent it out ,and it’s in transit or arrived already ,then you told us that an item(s) is no longer needed, the customer can request an RMA within 15 days from receipt of delivery. Please keep in mind the part must still be in new, uninstalled condition, with all of the factory original packaging intact. All packages must be postmarked two days prior to the 14th day or will be at risk for denial. The customer is responsible for all costs of returning the item back to us and all shipping charges are non-refundable.
Ordered incorrect part
If the customer ordered the wrong item(s) by mistake, the return follows the same criteria for "changed my mind/not needed." We must be notified within 15 days from receipt of delivery by submitting an RMA request form. All packages must be postmarked two days prior to the 14th day or will be at risk for denial. The customer is responsible for all costs of returning the item back to us and all shipping charges are non-refundable. We cannot do exchanges.
Other reason for return
RMA requests that do not fall under the above categories will be reviewed on a case by case basis and a detailed reason must be provided for returning your order.