Refund policy

REFUND & RETURN POLICY

At Cozy Oven Co ("we," "us," or "our"), every item is baked fresh to order using premium ingredients. Because our products are perishable food items, we operate under strict safety guidelines regulated by health authorities and e-commerce standards.

Please read this Refund and Return Policy carefully before placing an order. By completing a purchase on our store, you agree to the terms outlined below.

1. ALL SALES ARE FINAL (PERISHABLE GOODS)

Due to the fresh and perishable nature of our baked goods, we do not accept returns, exchanges, or physical product send-backs under any circumstances. Once a perishable food product leaves our facility or is picked up, it cannot be returned to our inventory for health, safety, and hygiene reasons.

2. ELIGIBILITY FOR REFUNDS, CREDITS, OR REPLACEMENTS

While physical returns are not accepted, we want you to have a great experience. We will issue a store credit, replacement shipment, or partial/full refund solely for the following qualifying issues:

Damaged Items: Your order arrived crushed, broken, or compromised in transit to the extent that it is unconsumable.
Spoiled or Quality-Compromised Items: Your order arrived spoiled, contaminated, or moldy despite following our transit and storage instructions.
Incorrect Items: You received the wrong product, or key items were missing from your package.

3. REPORTING WINDOW & CLAIM PROCESS

To be eligible for a resolution regarding a damaged, spoiled, or incorrect order, you must report the issue within 24 hours of package delivery (as confirmed by carrier tracking) or within 12 hours of local pickup.

How to File a Claim:

Email our support team at cozyovenhq@gmail.com with the subject line: "Order Claim - Order #[Your Order Number]".
Provide a detailed explanation of the issue.
Attach clear photos showing:
- The damaged or incorrect item(s).
- The condition of the internal packaging materials.
- The condition of the external shipping box showing the shipping label clearly.
Do not dispose of the items or packaging until your claim has been processed by our team, as we may need additional photos or batch details.

Claims submitted without photo proof or submitted outside the designated reporting window are not eligible for refunds or replacements.

4. NON-REFUNDABLE SCENARIOS & EXCEPTIONS

We cannot issue refunds, credits, or replacements under the following circumstances:

A. Carrier Delays & Weather Disruptions

We package our goods to withstand anticipated transit times. However, once a package is handed over to our shipping carriers (e.g., UPS, FedEx, USPS), transit times are outside our direct control. We are not liable for transit delays caused by:

Severe weather conditions or natural disasters.
High-volume carrier backlogs (e.g., peak holiday seasons).
Agricultural inspections or state-mandated border holds.

B. Incorrect or Incomplete Addresses

Customers are responsible for reviewing and verifying all shipping details at checkout. We are not responsible for packages that are lost, delayed, or spoiled due to:

Incorrect street names, house numbers, or zip codes entered at checkout.
Missing apartment, suite, unit, or building numbers.
Delivery to an old or outdated address provided by the customer.

Note: If a package is returned to our facility by the carrier due to an invalid address, it will be discarded immediately upon arrival for safety reasons, and no refund will be issued.

C. Recipient Unavailability

Our shipments often contain perishable items that require immediate refrigeration or proper storage upon arrival. We are not responsible for spoilage or theft resulting from:

Packages left outdoors, on porches, or at front doors in extreme heat, cold, or inclement weather after carrier delivery confirmation.
Deliveries made to office buildings, gated communities, or apartment complexes where the recipient was unavailable to retrieve the package.
Refusal of delivery by the recipient.

D. Personal Taste Preferences

Food preferences are subjective. We do not issue refunds or replacements based on individual taste preferences, perceived sweetness, texture expectations, or a customer simply disliking a flavor profile.

E. Minor Cosmetic Damage

Baking is an artisanal process, and slight variations in shape, size, color, or minor cosmetic crumbling during transit are normal. Refunds are not granted for minor aesthetic imperfections that do not render the item unconsumable.

5. LOCAL PICKUP & LOCAL DELIVERY POLICIES

A. Local Pickup Orders

Pickup Timing: Orders must be picked up during the designated time slot selected at checkout or specified in your "Ready for Pickup" notification email.
Unclaimed Orders: If you fail to pick up your order within 24 hours of your scheduled time, your order will be discarded due to food freshness standards. Unclaimed orders are strictly non-refundable.
Inspection at Pickup: Please inspect your items at the time of pickup. Any visible defects or missing items must be reported to our team immediately before leaving the premises.

B. Local Courier Delivery

Ensure someone is available to receive the delivery during your scheduled window. If our local delivery driver cannot access your property (e.g., locked gate, missing entry code) or reach you by phone, the package will be brought back or left in a safe location at the driver's discretion.
Spoiled or stolen items resulting from unresponsiveness during local delivery are non-refundable.

6. ORDER CANCELLATIONS & MODIFICATIONS

Because our products are prepared fresh to order:

Standard Orders: You may request to cancel or modify your order up to 48 hours prior to your scheduled ship or pickup date by emailing cozyovenhq@gmail.com.
Late Cancellations: Requests made within 48 hours of shipping or pickup cannot be accommodated, as ingredients and production have already commenced.
Custom Orders / Bulk Catering: Custom or catering orders require 7 days advance notice for cancellation. Deposits on custom orders are non-refundable once preparation has started.

7. PROCESSING APPROVED REFUNDS

If your claim is evaluated and approved for a refund:

Method: Refunds will be credited back to your original payment method used during checkout (or issued as digital store credit upon request).
Timeframe: Original payment refunds typically take 5 to 10 business days to post to your account, depending on your bank or credit card issuer.
Shipping Fees: Original shipping charges are non-refundable unless the claim is due to an error made on our part (e.g., shipping the incorrect order entirely).