Refund Policy
Last Updated: August 14, 2026
At Matercozy, your satisfaction is important to us. We want you to feel confident when shopping for maternity and baby essentials.
This Refund Policy explains our procedures for returns, refunds, damaged or defective products, incorrect items, and order cancellations for purchases made through Matercozy.com.
1. Return Period
Unless otherwise required by applicable consumer law, eligible products may be returned within 30 days of delivery.
To be eligible for a return, the product should generally be:
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Unused
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Unworn
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Unwashed
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In its original condition
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In its original packaging, where applicable
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Complete with accessories, manuals, tags, and components originally included
You will also need your order number or other proof of purchase.
Please contact us before returning any product so our support team can provide return instructions.
Email: SUPPORT@MATERCOZY.COM
Do not send a product back without first contacting our customer support team.
2. How to Request a Return
To request a return, contact:
Please include:
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Your full name
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Order number
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Product you wish to return
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Reason for the return
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Photographs or videos when the product is damaged, defective, or incorrect
Our support team will review your request and provide instructions if the return is eligible.
3. Damaged or Defective Products
Please inspect your order when it arrives.
If your product arrives:
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Damaged
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Defective
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Broken
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Missing essential components
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Significantly different from the product ordered
please contact us as soon as possible.
Provide your order number and clear photographs or videos showing the issue.
Once the issue has been reviewed and confirmed, we may provide an appropriate solution, which may include:
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Replacement
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Refund
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Store credit
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Another appropriate resolution
The appropriate resolution will depend on the circumstances and applicable consumer protection laws.
4. Wrong Product Received
If you receive a product different from the one you ordered, please contact us at:
Include photographs of:
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The product received
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Product packaging
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Shipping label, when requested
Once verified, we will provide instructions and an appropriate resolution.
You will not be required to bear return shipping costs for an incorrect product sent due to our error, subject to applicable law.
5. Missing Items
Some Matercozy orders may be shipped in multiple packages.
If part of your order has arrived but another product is missing, please check your tracking information first.
If all packages are shown as delivered and an item is still missing, contact our support team.
We will investigate the shipment and provide an appropriate resolution where applicable.
6. Hygiene and Personal-Use Products
For health, hygiene, and safety reasons, certain opened or used products may not be eligible for return unless they are defective or applicable law provides otherwise.
This may include certain:
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Breastfeeding and breast pump products
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Feeding products
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Baby bottles and nipples
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Personal-care products
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Products that come into direct contact with the body
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Hygiene-sensitive baby products
If a hygiene seal is present, the product generally must remain sealed to qualify for a discretionary return.
This restriction does not affect rights you may have regarding defective, damaged, unsafe, or incorrectly supplied products under applicable consumer law.
7. Non-Returnable Items
Unless required by applicable law, the following may not be eligible for discretionary returns:
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Used products
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Washed products
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Products damaged through misuse
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Products without essential components
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Personalized or customized products
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Gift cards
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Final-sale items clearly identified as such before purchase
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Opened hygiene-sensitive products
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Products returned outside the applicable return period
Please contact us if you are unsure whether your product qualifies.
8. Pregnancy and Baby Products
Products designed for pregnancy, babies, feeding, sleep, travel, or personal care should be inspected before use.
A product that has been extensively used may not qualify for a discretionary return simply because the customer changes their mind.
However, this does not limit rights relating to products that are defective, damaged, incorrectly supplied, or otherwise covered by mandatory consumer protection law.
9. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Damaged, Defective or Incorrect Products
Where we confirm that the product was defective, damaged upon arrival, or incorrectly supplied by Matercozy, we will provide an appropriate resolution regarding return shipping in accordance with applicable law.
Change-of-Mind Returns
For eligible discretionary returns that are not caused by a Matercozy error, the customer may be responsible for return shipping costs unless otherwise stated or required by applicable law.
Original shipping charges may be non-refundable where permitted by law.
We recommend using a trackable shipping method for authorized returns.
10. Return Address
Do not automatically return products to the address shown on the original shipping package.
Matercozy works with fulfillment and logistics partners, and the correct return location may vary depending on the product and destination.
Contact:
before sending a return.
Our team will provide the appropriate return instructions and destination where necessary.
Matercozy may not be responsible for products sent to an unauthorized return address.
11. Refunds
Once an eligible returned product is received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will generally be issued to the original payment method.
Processing times after approval vary depending on your bank, card issuer, payment provider, and country.
Matercozy does not control the time required by financial institutions to post an approved refund to your account.
12. Partial Refunds
In certain circumstances and where permitted by applicable law, only a partial refund may be available.
Examples may include products returned:
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With missing components
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With damage not caused by Matercozy
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In a condition materially different from how they were delivered
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Outside the standard return period but accepted as an exception
Any deduction will be assessed reasonably and in accordance with applicable law.
13. Exchanges
If you need a different product, size, model, or variation, contact our customer support team.
Depending on product availability and destination, we may offer an exchange or ask you to return the eligible product and place a new order.
14. Order Cancellations
If you wish to cancel an order, contact us as quickly as possible:
We will make reasonable efforts to cancel the order before it enters fulfillment.
However, we cannot guarantee cancellation once an order has been processed, packed, or shipped.
If the order has already shipped, you may need to follow the applicable return procedure after receiving it.
15. Order Changes
If you need to change:
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Shipping address
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Product
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Quantity
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Variation
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Other order information
contact us immediately.
We cannot guarantee changes after an order enters processing.
Customers are responsible for reviewing their order and shipping information before completing checkout.
16. Packages Returned to Sender
Packages may be returned to sender because of:
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Incorrect address
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Incomplete address
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Failed delivery attempts
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Refusal of delivery
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Failure to collect the package
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Customs-related issues
Please contact us if your tracking information indicates that your package is being returned.
Any refund, reshipment, or additional shipping charges will depend on the circumstances and applicable law.
17. Lost Packages
If your package appears to have been lost during transit, contact us at:
We may investigate the shipment with the carrier or fulfillment provider.
If the package is confirmed lost, we will provide an appropriate resolution in accordance with our policies and applicable law.
18. Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot find it, please:
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Verify the shipping address.
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Check around your property.
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Check with household members.
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Check with neighbors or building management.
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Contact the shipping carrier.
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Contact Matercozy if the package remains missing.
We will assist with reasonable investigation where possible.
19. Promotional and Bundle Purchases
If a product was purchased as part of a bundle, multi-buy promotion, gift-with-purchase offer, or other promotional package, the refund amount may reflect the promotional pricing actually paid.
Where a free gift was included as part of a qualifying purchase, we may require the gift to be returned with the qualifying products if the return causes the original purchase to no longer meet the promotion requirements, where permitted by law.
20. Discount Codes
Refunds are based on the amount actually paid after applicable discounts.
Discount codes generally cannot be converted into cash.
If an order is refunded, the original promotional code may not automatically become available for reuse.
21. Customs Duties and Import Taxes
Customs duties, import taxes, VAT, brokerage fees, or other charges collected directly by governments, customs authorities, carriers, or other third parties may not be refundable by Matercozy because those amounts were not necessarily collected by us.
Customers may need to contact the relevant authority regarding refunds of those charges.
This does not apply where taxes or duties were collected directly by Matercozy and applicable law requires us to refund them.
22. Refund Processing Time
After we approve a refund, we will initiate it as soon as reasonably possible.
Your financial institution may require additional time for the refund to appear.
Depending on your payment provider, this may take several business days.
If your refund has been approved but has not appeared after a reasonable period, please contact your bank or card issuer first and then contact us if you still require assistance.
23. Fraudulent Claims and Abuse
Matercozy reserves the right, where permitted by law, to investigate suspected fraudulent or abusive return and refund activity.
This may include repeated false claims involving:
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Missing products
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Undelivered packages
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Product damage
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Unauthorized transactions
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Manipulated evidence
We may refuse discretionary refunds where fraud or abuse is reasonably established, subject to applicable consumer protection laws.
24. Consumer Rights
Nothing in this Refund Policy is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded.
Customers in certain countries or regions may have additional statutory rights, including cancellation or withdrawal rights for certain online purchases.
Where mandatory consumer law provides greater protection than this policy, the applicable mandatory consumer law will prevail.
25. Contact Us
For returns, refunds, damaged products, cancellations, or questions about this policy, contact:
Matercozy
Website: Matercozy.com
Email: SUPPORT@MATERCOZY.COM
When contacting us regarding an existing order, please include your order number.
26. Changes to This Refund Policy
We may update this Refund Policy periodically to reflect changes in our business practices, products, fulfillment procedures, or applicable legal requirements.
Any updated policy will be published on this page with a revised Last Updated date.
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