Refund policy

Returns & Refund Policy

Last updated: 27/08/2026

CozySpace is an Australian business and this policy is written to sit alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or replaces those rights.

Our bonnets are worn directly against your hair and scalp, so we treat them as a hygiene item. That shapes some of the conditions below — but it never affects your rights if something is wrong with the product itself.

If something is wrong with your order

You are entitled to a replacement or a refund if your bonnet:

  • arrives faulty, damaged, or with a manufacturing defect
  • is not the item, colour, or specification you ordered
  • does not match how we described it on our website or packaging
  • is not of acceptable quality or fit for its ordinary purpose

These rights are automatic under the Australian Consumer Law. They apply whether or not the item has been opened, worn, or washed, they apply to items bought with a discount or affiliate code, and they are not limited to a set number of days — they apply for a reasonable period given the nature of the product.

Where the problem is a major failure — meaning the item is significantly different from what was described, is unsafe, or has a defect a reasonable person would not have accepted had they known — you can choose between a full refund or a replacement.

Where the problem is minor and can be fixed within a reasonable time, we may offer a repair or replacement first. If we can't fix it in a reasonable time, you can then choose a refund or replacement.

In all of these cases we cover return postage, and we refund the original delivery charge you paid where a refund is the agreed outcome.

Change of mind returns

We're not required to accept change of mind returns, but we do — within limits that keep the product safe for the next customer.

You can return a bonnet for a refund or exchange if:

  • you contact us within 30 days of your order being delivered
  • the bonnet is unworn, unwashed, and still sealed in its original inner packaging
  • the box, care card, and comparison swatch are included
  • you have proof of purchase (your order number or confirmation email is enough)

Opening the outer mailer is fine. Once the inner pouch seal is broken, we can't accept the item back for change of mind, because we can't hygienically resell a bonnet that has been unsealed.

For change of mind returns, you cover return postage, and the original delivery charge is not refunded. We recommend a tracked service — we can only process a return once it reaches us.

To be clear: this 30-day window and the sealed-packaging condition apply only to change of mind. They do not apply to faulty, damaged, incorrect, or misdescribed items, which are covered by the section above.

Exchanges

If you'd prefer a different colourway, let us know when you contact us. Colour exchanges follow the same change of mind conditions above, and we'll send the replacement once the original arrives back with us and the seal is intact. If the colour you want has sold out, we'll offer a refund or store credit instead — your choice.

Parcels damaged or lost in transit

If your parcel arrives visibly damaged, or tracking shows it as delivered but you haven't received it, contact us within 7 days of the delivery date and we'll resolve it with you directly. Please don't discard damaged packaging until we've spoken — photos of the outer satchel and the item help us lodge the claim with Australia Post.

Sorting out a delivery problem is our responsibility, not yours. You don't need to contact the courier yourself.

How to start a return

  1. Email teamcosallure@gmail.com with your order number and a short description of the issue. For faults or transit damage, attach a photo.
  2. We'll reply within 2 business days with the outcome and, if a return is needed, the return address and instructions.
  3. Send the item back using the instructions provided. Please wait for our reply before posting anything — returns sent without contacting us first can be delayed or lost.
  4. Once the item reaches us, we'll inspect it and process your refund or replacement.

How refunds are processed

  • Refunds go back to the original payment method. We can't refund to a different card or account.
  • We process approved refunds within 3 business days of receiving the returned item, or within 3 business days of agreeing the outcome where no return is required.
  • Your bank or card provider may take a further 3–10 business days to show the funds. That part is outside our control.
  • Where a discount or affiliate code was used, we refund the amount you actually paid.

Gift orders

If you received a CozySpace bonnet as a gift, contact us with the order number or the buyer's name and email and we'll work with you directly. Faulty item rights apply to you as the recipient.

Contact

CozySpace
Email: teamcosallure@gmail.com
Instagram: @cozyspace.au
ABN: 35 926 782 451

We're a small Australian team and we read every email. If you think we've handled something unfairly, tell us, we'd rather fix it than have you go elsewhere. You can also seek advice from the ACCC or Consumer Protection WA at any time.