Return & Refund policy

Returns

You have ordered from us but would like to return your order? No problem! 

We have two scenarios to consider:

1) You have received a damaged product, shoes that don't fit, or simply aren't to your liking:

In these cases, the product should still be in pristine condition, unused, and in its original packaging to be eligible for a return and a full refund. We kindly request that you test the products indoors, in your usual living environment, and refrain from using them outdoors. Otherwise, the products may be considered used and ineligible for return.

You have a 14-day window from the date of delivery to contact us via email to initiate your return and request a refund. After this period expires, you won't be eligible for return & full refund in this first scenario.

Please do not send your purchase back to the sender's address indicated on the package. To start a return, please contact us at contact@coozeland.com, we’ll send you the instructions on how and where to send your package(depending on where you are located, we will give you the address of our nearest warehouse to return the package). Items sent back to us without a prior return request will not be accepted.

In this second scenario, a refund is not possible; we can only offer an exchange for the same product you initially ordered, either in the same color or a different one, but it must be the same defective product. We cannot exchange it for a different product.

Please note that if you are directly responsible for the damage to the product (for example, if your dog chewed the shoes or you lost a pair), the 12-month warranty does not apply.

The warranty covers only the products you have ordered and does not extend to any indirect, physical, or material damages that may occur while you have the shoes.

You can only request a replacement for a replacement product if the replacement product you received was initially damaged. However, this damage must be reported within 14 days of receiving the replacement product. Otherwise, the replacement product is not covered by the 12-month warranty.

A warranty claim will only be considered valid if you attach clear photos to your request. When we say "clear," we mean that the defect being reported should be clearly visible in the photos you send via email to contact@coozeland.com.

Lastly, beyond the 12-month period following the receipt of your initial order, no warranty claims can be considered.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.