Refund policy

Cozylant Cancellation, Return & Refund Policy

Last updated on: 12th November, 2026

This policy applies to purchases made directly through Cozylant in Singapore and Malaysia through our website. A cancellation is a request to stop an order before delivery; a return is a request to send back a product after delivery. The applicable conditions depend on your delivery country, product category, size and order status. All Singapore charges are in SGD (S$); Malaysian charges are in MYR (RM).

If you purchased through another marketplace, please follow the applicable marketplace process. Nothing in this policy limits any rights or remedies you have under applicable consumer protection laws.

Singapore

1. Cancellation before delivery

We contact you to confirm your order details before commencing procurement and production. A 3% cancellation fee applies to eligible cancellations to cover payment processing costs; the fee may increase as materials, production and shipping costs are incurred. Fees below are percentages of the relevant order value.

Sofas (including lounge chairs, ottomans and sofa beds) — standard and customised sizes: before order confirmation, 3%; within 5 days after confirmation, 20%; more than 5 days after confirmation and before shipment, 25%; once shipped to the local warehouse, 30%.

Mattresses — standard sizes: 3% before or after confirmation, provided delivery has not taken place. Custom sizes: 3% before confirmation; cancellation is not available after confirmation because the item is produced to your specifications.

Rugs — standard sizes: 3% before or after confirmation, provided delivery has not taken place. Custom sizes: 3% before confirmation; no cancellation after confirmation.

Bed frames — those made to fit a standard-size mattress: 3% before confirmation, 20% within 5 days after confirmation, 25% more than 5 days after confirmation and before shipment, and 30% after shipment to the local warehouse. Those made to fit a custom-size mattress: 3% before confirmation; no cancellation after confirmation.

2. Returns after delivery — eligibility, fees and collection

Request an eligible change-of-mind return within 30 days of delivery. The conditions and deductions below apply to each product category.

Sofas, lounge chairs, ottomans and sofa beds: items must be clean, undamaged and suitable for resale, subject to inspection. A 40% restocking fee (of order value) applies. If stairs are required for collection, S$20 per item per level applies.

Mattresses: only standard-size mattresses that remain unopened in their original packaging qualify. Custom-size mattresses are not eligible even if unopened. A S$50 restocking fee applies; stair carrying costs S$15 per mattress per level.

Rugs: only standard-size rugs in their original packaging and suitable for resale qualify. Custom-size rugs are excluded even if unopened. A S$30 restocking fee applies. We do not carry rugs up or down stairs within your home; please prepare the packaged rug at your doorstep.

Bed frames: items must be clean, undamaged and suitable for resale, subject to inspection. A 40% restocking fee (of order value) applies. Stair carrying costs S$30 per bed frame per level.

Restocking fees help cover the costs of payment processing, delivery and return collection and, where relevant, repacking and resale markdowns. Returned sofas and bed frames are not resold as new. Applicable staircase charges will be deducted from the refund. Let us know in advance if stairs are involved.

3. How to request a cancellation or return

Contact us via WhatsApp with your order number and reason for the request. For a return, include clear photographs from several angles; for mattresses and rugs, show the original packaging. We will review eligibility, confirm applicable fees and arrange collection for approved returns.

For eligible cancellations, we will refund the balance after deducting the cancellation fee. For eligible returns, we will process the refund after inspection and receipt at our warehouse, deducting the applicable restocking and staircase fees and any other agreed applicable charges. We may decline a change-of-mind return or adjust the refund if the item is not suitable for resale because of customer-caused stains, damage, modifications or damaged packaging. We will explain any deduction. Refunds may take 7–14 business days to appear in your account, depending on your bank or payment provider.

4. Defective, damaged or incorrect goods

If you receive a defective, damaged or incorrect product, please contact us via WhatsApp with your order number, a description of the issue, and clear photos or videos where available. Our team will assess the issue and arrange an appropriate solution, which may include repair, replacement, price reduction or refund. Our change-of-mind return restrictions and restocking fees do not apply to confirmed defective, damaged or incorrect products. For warranty coverage, please refer to our Product Warranties page.

Malaysia

1. Cancellation before delivery

We confirm the order details before procurement and production. The following cancellation fees apply to eligible requests, based on order progress.

Mattresses — standard sizes: 3% before or after confirmation, before delivery. Custom sizes: 3% before confirmation; cancellation is not available after confirmation.

Rugs — standard sizes: 3% before or after confirmation, before delivery. Custom sizes: 3% before confirmation; cancellation is not available after confirmation.

Bed frames — those made to fit standard-size mattresses: before confirmation, 3%; within 5 days after confirmation, 20%; more than 5 days after confirmation and before shipment, 25%; no cancellation after shipment to the local warehouse. Those made to fit custom-size mattresses: 3% before confirmation; no cancellation after confirmation.

2. Returns after delivery

Change-of-mind returns after delivery are not available for sofas, lounge chairs, ottomans, sofa beds, mattresses, rugs or bed frames. Please review your dimensions, configuration, upholstery and other order details carefully before confirming your purchase. This does not affect your rights if goods are defective, damaged, incorrect or otherwise fail to conform to your contract or applicable law.

3. Cancellation and refund process

Contact us via WhatsApp with your order number and reason. We will review eligibility, confirm the applicable fee and refund the remaining balance after deducting that fee. The refund may take 7–14 business days to appear, depending on your bank or payment provider.