Withdrawal from the contract

You have 14 days from the delivery date to let us know that you want to return your order.

How can I report a return?

You can do it in 2 ways:

● via the return form;

● by email: info@fleecozy.com.

After notifying us about the withdrawal, you have another 14 days to send the product back.

Please notify us before sending the product back. This helps us identify your return correctly and process your refund without unnecessary delays.

 

How can you send your return back?

Return shipping on your own

For EU orders, return shipping is arranged by the customer. You can send the parcel back yourself using any carrier of your choice.

For a standard withdrawal, the customer covers the cost of sending the product back to us, unless otherwise required by applicable consumer law or agreed individually with us.

Return address:
MAG-PACK
Ul. Piołunowa 22
54-530 Wrocław, Poland

Recipient email: info@fleecozy.com
Recipient phone number: +48 780 063 467

Please write on the parcel: “FleeCozy Return” + order number.

When creating the shipment, please also enter our email address and the recipient’s phone number. This way we can receive a notification from the carrier that the parcel has been sent and is on its way to us.

Please do not send returns cash on delivery. We do not accept parcels sent with payment due on delivery.

 

Refund

Once the withdrawal from the contract is effective, we refund the payment received for the returned product or products in accordance with applicable consumer law, our Terms and Conditions, and the rules described on this page.

If the whole order is returned, the refund also includes the standard delivery cost paid when placing the order. If you selected a more expensive delivery method than the standard option offered in the Store, we may refund only the amount of the standard delivery cost.

If only part of the order is returned, the original delivery cost may not be refunded.

For a standard withdrawal, the cost of sending the product back to us is covered by the customer, unless otherwise required by applicable consumer law or agreed individually with us.

We process the refund no later than within 14 days of receiving information about the withdrawal from the contract. However, we may wait with the refund until the product is back with us or until we receive proof that the product has been sent back.

The refund is made using the same payment method that was used for the order. However, if you prefer a bank transfer to a different bank account, select this option in the form and provide your account number. We will use this method if it is legally and technically possible.

 

Damaged, defective or incorrect products

The 14-day right of withdrawal applies to standard returns, where you may return the product without giving any reason.

If the product is damaged, defective, incorrect, or does not match your order, please contact us before sending it back. You can do this via the return form or by email at info@fleecozy.com.

Please include your order number, a short description of the issue and, where possible, photos of the product and packaging. This helps us review the case and confirm the appropriate next steps.

Such cases are handled separately from a standard withdrawal, as a complaint regarding the product. If the complaint is accepted, we will offer a solution in accordance with applicable consumer law and our Terms and Conditions.

Depending on the situation, this may include repair, replacement, refund, reimbursement of the necessary return shipping cost, or - if you prefer to keep the product - a partial refund or price reduction reflecting the condition of the product.

Please do not send damaged, defective or incorrect products back cash on delivery. If return shipping is necessary, please contact us first so that we can confirm the next steps.

 

What information is needed?

If you use the return form, the required information will be collected while you fill it in.

If you report the return by email, please provide:

● order number,
● first and last name,
● email address used for the order,
● information about which product or products you want to return,
● tracking number or proof of shipment, if the parcel has already been sent.

If the product is damaged, defective, incorrect, or does not match your order, please also include a short description of the issue and, where possible, photos of the product and packaging.

If you want the refund to be made to a different bank account, please clearly state this and provide the bank account details needed for the transfer.

 

How should I pack the return?

● Use a clean box or other safe packaging.

● Remove or cover old shipping labels.

● Secure the product properly so that it is protected during transport.

● Seal the parcel carefully before shipping.

 

Condition of returned products

Please make sure the returned product is, as far as possible, clean, complete, and in a condition that allows it to be resold, together with tags or labels if they were included.

You may inspect the product as you would in a physical store. However, if the product shows signs of use beyond ordinary inspection, the refund amount may be reduced accordingly.

 

Exchange

If you would like a different color or model, the fastest solution is to return the product and place a new order.

If we are able to offer another solution in a specific case, our team will be happy to help.

 

FAQ

How much time do I have to make a return?

Let us know within 14 days of delivery, and then send the product back within the next 14 days.

Do I need to notify you before sending the return?

Yes. Please notify us via the return form or by email before sending the product back. This is necessary so that we can identify your return and process the refund correctly.

Who pays for the return shipping?

For a standard withdrawal, the customer covers the cost of sending the product back to us, unless otherwise required by applicable consumer law or agreed individually with us.

Do you provide return labels for EU orders?

No. For standard EU returns, we do not currently provide prepaid return labels or arrange return shipments. Please send the parcel back yourself using a carrier of your choice.

What if the product is damaged, defective or incorrect?

Please contact us before sending it back via the return form or by email at info@fleecozy.com. Include your order number, a short description of the issue and, where possible, photos of the product and packaging. Such cases are reviewed separately from a standard withdrawal, in accordance with applicable consumer law and our Terms and Conditions.

Will the return shipping cost be reimbursed if the product is damaged, defective or incorrect?

If the complaint is accepted and return shipping is necessary, we will reimburse the necessary return shipping cost in accordance with applicable consumer law and our Terms and Conditions. Please contact us before sending the product back so that we can confirm the next steps.

Will the original delivery cost be refunded?

If the whole order is returned, the standard delivery cost paid when placing the order is refunded. If only part of the order is returned, the original delivery cost may not be refunded.

Can I send a return cash on delivery?

No, we do not accept returns sent cash on delivery.

Can I receive the refund to a different bank account?

Yes. If you prefer a refund to a different bank account, select this option in the return form and provide your bank account details. We will use this method if it is legally and technically possible.

Which email address should I write to?

Please write to us at info@fleecozy.com. It is best to include the order number in the subject line.