Last updated: September 11, 2025
Summary:
Digital products are non-refundable.
Physical (POD) items can be refunded or exchanged only if damaged, defective, or incorrect.
Contact us within 14 days of delivery for help.
At The Cozy Casual, we are committed to providing you with quality products and a great shopping experience. Please review our Return and Refund Policy carefully to understand how we handle returns, exchanges, and refunds for both digital and physical products.
Digital Products
Due to the nature of digital products, all sales are final. Once a digital product (such as guides, printables, or downloads) has been purchased and delivered, it cannot be returned, exchanged, or refunded. If you encounter any issues accessing or downloading your digital product, or if you believe the product was not delivered as described, please contact us at hello@thecozycasual.com. We are happy to assist and resolve any issues promptly.
Physical Products (Print-on-Demand)
All physical products, including print-on-demand (POD) items such as mugs, tote bags, journals, and apparel, are custom-made to order.
Coaching and Service Sessions
The Cozy Business Map (and other single-session offers)
These sessions are non-refundable once the session has taken place. If you need to reschedule, please email us at hello@thecozycasual.com at least 48 hours before your scheduled time, and we'll find a new one that works. If you need to cancel before your session takes place, contact us within 48 hours of purchase for a full refund. Cancellations after that window, or missed sessions without notice, are not eligible for a refund.
Cozy Correspondence
Because Cozy Correspondence unfolds over a month through multiple letters, refunds are handled based on how far along we are:
- Full refund if requested before your first letter has been sent.
- No refund once your first letter has been sent, since your personalized Cozy Plan and initial guidance have already been prepared for you.
- If life gets in the way partway through your month, reach out at hello@thecozycasual.com, and we'll work with you to pause or extend your remaining letters rather than issue a refund.
Refunds and Exchanges for Physical Products
We accept returns or exchanges for physical products only under the following circumstances:
- Damaged or Defective Items: If your product arrives damaged, defective, or with a printing error, please email us at hello@thecozycasual.com within 14 days of delivery. Include your order number, a description of the issue, and photos of the damaged or defective item.
- Incorrect Item: If you receive the wrong product, please contact us within 14 days of delivery with your order details and photos of the incorrect item.
Conditions for Returns
Items must be unused, unwashed, and in their original condition. We are unable to accept returns or exchanges for reasons such as incorrect size, color preference, or buyer’s remorse.
Non-Refundable Items
The following items are non-refundable:
- Digital products.
- Customized physical products unless they arrive damaged, defective, or incorrect.
- Single-session services once the session has taken place, or cancellations made after the 48-hour window.
- Cozy Correspondence once the first letter has been sent.
Process for Returns or Refunds
- Contact Us: Email hello@thecozycasual.com with your order details and photos of the issue.
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Approval: Once your return or exchange is approved, we will provide instructions for the next steps.
Please note that because our physical products are made-to-order through a print provider, we’ll provide the appropriate return address if your return is approved.
- Refunds: Refunds for physical products, if approved, will be processed back to your original payment method. Please allow 5–7 business days for the refund to reflect in your account.
If you have any questions or need assistance, please contact us at:
The Cozy Casual
19179 Blanco Rd, Ste 105 PMB 1063
San Antonio, TX 78258
Email: hello@thecozycasual.com
Thank you for shopping with The Cozy Casual! We appreciate your support and look forward to serving you.