Refund policy

Welcome to our refund policy. If you have any questions, contact us at contact@coziya-outdoor.com. Our FAQ is also available on the site.

1. 30-Day Satisfaction Guarantee

In accordance with Article L.221-18 of the French Consumer Code, you have a period of 30 calendar days from receipt of your order to notify us of your decision to return one or more items, without having to justify your reasons. This period is granted on a commercial basis and exceeds the 14-day legal minimum set out in the French Consumer Code.

Once you have notified us of your decision (by e-mail to contact@coziya-outdoor.com, by post, or directly online via your customer account or the "Withdrawal" link at the bottom of our site), you then have an additional 14 days to physically send the product(s) back to us.

We recommend returning the product in its original condition (undamaged, with all accessories and original packaging where possible). Reasonable use for inspection purposes is accepted (for example, inflating or unfolding the product once to check that it works properly). If the returned product shows signs of depreciation resulting from handling beyond what is necessary to establish its nature, characteristics, and proper functioning, we reserve the right to apply a reduction to the refunded amount, proportional to this depreciation, in accordance with Article L.221-23 of the French Consumer Code.

Return shipping costs are the customer's responsibility. For items valued at over €75, we recommend using a tracked or insured shipping service.

2. Non-Returnable Items

In accordance with the law, the following are excluded from the right of return:

Personalized or made-to-order products.
Downloadable software and gift cards.
Products whose hygiene packaging has been opened, for hygiene or health protection reasons.

Outside of these cases provided for by law, an item cannot be excluded from the right of return solely on the grounds that it shows signs of wear: in this situation, a reduction in the refund may be applied, as set out in Article 1 above, but the return remains accepted.

3. 2-Year Manufacturing Defect Warranty

COZIYA OUTDOOR offers a 2-year commercial warranty against manufacturing defects on all of its products, in addition to the mandatory legal guarantees provided under the French Consumer Code (legal guarantee of conformity) and the French Civil Code (guarantee against hidden defects).

This commercial warranty does not cover damage resulting from improper use, accidents, exposure to extreme conditions, or unauthorized repairs.

To activate the warranty, contact contact@coziya-outdoor.com with proof of purchase and photos of the defect observed.

4. Refund Processing

In accordance with Article L.221-24 of the French Consumer Code, we process the refund of your order without undue delay and at the latest within 14 days from the day we are informed of your decision to return it. We may, however, withhold this refund until we have received the returned product or until you have provided proof of shipment, whichever comes first.

The refund is made using the same payment method used for the original order, unless you agree otherwise; this refund will not incur any fees for you. Depending on your bank, an additional delay of a few days may be necessary for the amount to appear in your account.

If you do not see a refund within a reasonable time after our confirmation, we invite you to check your bank statement, then contact your bank, before writing to us at contact@coziya-outdoor.com if the problem persists.

5. Exchanges

Exchanges are reserved for items that are defective or damaged upon receipt. Contact us at contact@coziya-outdoor.com with supporting photos.

6. Gifts

If the item was shipped directly to you as a gift, you will receive store credit equal to the value of the return. If the buyer had the item shipped to themselves before giving it to you, the refund will be issued to the original purchaser.

7. Lost Parcel

If your parcel is declared lost by the carrier, contact us immediately. After verification, we will proceed with a full refund or a reshipment, according to your preference.

8. Parcel Marked as Delivered but Not Received

In accordance with Article L.216-1 of the French Consumer Code, we remain liable for the proper delivery of your order until you, or a third party designated by you other than the carrier, take physical possession of it. If tracking shows the parcel as delivered but you have not received it, contact us immediately at contact@coziya-outdoor.com.

We also recommend checking with your building manager or neighbors, and contacting the carrier directly with your tracking number: this step often helps speed up the resolution of the issue, but it does not in any way reduce our liability or your right to a refund or reshipment.

We then conduct a verification with the carrier (proof of delivery, photo, or geolocation, depending on what the carrier is able to provide) to establish the circumstances of the delivery. This verification may take a few days, and we may ask you for a signed sworn statement confirming that the parcel was not received. If no proof of actual delivery can be provided following this verification, we will proceed with a replacement or refund of your order.