Refund policy
At MAHFUZ COZY LIVING, we are committed to your satisfaction. Because we operate as a dropshipping store, your orders are fulfilled and shipped directly by our third-party suppliers. This policy reflects both your consumer rights under EU law and the return/refund terms we have in place with our suppliers.
YOUR RIGHT TO WITHDRAW (EU CUSTOMERS)
In accordance with EU Consumer Rights Directive 2011/83/EU, customers in the European Economic Area (EEA) have the right to withdraw from a purchase within 14 days of receiving their order — no reason required. To exercise this right, contact us within 14 days of delivery at: support@mahfuzcozyliving.com
OUR EXTENDED RETURN WINDOW
Beyond the statutory 14-day EU right, we offer a 30-day return window from the date of delivery for most items, subject to the conditions below.
ELIGIBLE ITEMS FOR RETURN
Items are eligible for return if they are unused, unwashed, and in original condition, in original packaging with all tags attached, and accompanied by proof of purchase.
Non-returnable items (Final Sale): Personalised or custom-made products. Intimate apparel, beauty products, and perfumes once opened or used, for hygiene reasons. Items marked as "Final Sale" at the time of purchase. Digital products or downloadable content.
HOW TO REQUEST A RETURN
Email us at support@mahfuzcozyliving.com within your return window with your order number and reason for return. We will review your request and coordinate with our supplier within 2–5 business days. Once approved, you will receive return instructions including the return address, which may be our supplier's warehouse and not a local address. Please do not send items back without prior approval — unapproved returns may not be accepted.
RETURN SHIPPING
For defective, damaged, or incorrect items, we cover return shipping costs in full. For change of mind returns, the customer is responsible for return shipping costs. Return shipping to our suppliers may involve international postage. We will always provide the correct return address upon approval.
REFUNDS
Once your return is received and inspected by our supplier, refunds are processed within 5–10 business days of confirmation and issued to your original payment method. Processing times may vary depending on your bank or payment provider. Customers in the EEA are entitled to a full refund including standard delivery costs for valid withdrawals within the 14-day statutory window.
DAMAGED, DEFECTIVE, OR WRONG ITEMS
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photo or video evidence. We will liaise with our supplier and offer a full refund, replacement, or store credit at your choice. You will not be required to return the item in most cases of confirmed damage or defect.
LOST OR UNDELIVERED ORDERS
If your order has not arrived within the estimated delivery window, contact us and we will investigate with the supplier and carrier. If confirmed lost, we will offer a full refund or re-shipment at no extra cost.
CONFORMITY OF GOODS (EU RIGHTS)
Under EU Directive 2019/771/EU, you have rights regarding the conformity of goods for up to 2 years from delivery. If a product is faulty or not as described, you are entitled to repair, replacement, or refund. Please contact us to exercise these rights.
CONTACT US
For all return and refund requests, email us at mahfuzcalmcozyliving@gmail.com
We aim to respond within 1–2 business days.