Refund policy

1. Inspection & Notification

(a) You must inspect all goods immediately upon delivery.
(b) If the Goods are incorrect, damaged, or faulty, you must notify Cosy Camp within 24 hours of delivery, stating the issue and providing photographic evidence.

2. Returns / Exchanges — Retail Goods

Unless otherwise required by law (including the Australian Consumer Law):

2.1 Eligibility & Conditions

Returns must be initiated within 30 days of delivery.
Goods must be in brand-new condition: unwashed, unused, with original tags and packaging.
You are responsible for return shipping unless the return is due to our error (e.g., wrong item shipped, manufacturer defect).
Use a tracked shipping method; we are not responsible for items lost in transit.
Include all accessories, manuals, and original packaging where possible.

2.2 Refunds & Store Credit

Upon receipt and inspection of the returned item, we will issue a refund to the original payment method (where applicable) or a store credit.
Refunds or credits are processed within 5 business days of acceptance.
Refunds exclude original outbound shipping costs for online orders.
If you opt for store credit, it will be deposited to your Cosy Camp account and valid for 12 months from issuance.
Change-of-mind returns will incur a 20% restocking fee (deducted from the refundable amount or credit).

2.3 Exchanges

Exchanges for size, colour, or equivalent items must be requested within 30 days.
Items for exchange must satisfy the same condition rules as returns.
Exchanges are subject to product availability. If the desired item is unavailable, a refund or store credit may be offered instead.

3. Non-Returnable / Excluded Goods

The following items cannot be returned or exchanged (except where required by law):

Used, altered, washed or damaged goods
Custom or personalised orders
Consumables (e.g. food, toiletries) once opened or partially used
Final sale, clearance, or discounted items where noted as non-returnable
Travel Packages, Rental Packages, and Services (see Section 4 below)

4. Rentals, Travel Packages & Services

Because these involve time-bound, specialised services, additional rules apply:

4.1 No general returns or cancellations
Rental Packages, Travel Packages, and Services cannot be returned once booked and accepted (unless required by law).

4.2 Faulty or defective items
If any component of your rental or travel package is faulty or defective (not due to misuse), notify Cosy Camp as soon as possible. We will evaluate the issue and may:

Replace the item (or component) at no additional cost; or
Provide compensation (prorated) or refund for the defective portion, at Cosy Camp’s discretion and consistent with applicable consumer law.

4.3 Date-change option for Rental Packages

Customers may make a one-time date change request (for the same Rental Package) provided the request is at least 7 days before the original start date and subject to availability.
A difference in fees (if the new period is costlier) and any extra delivery/collection costs must be borne by the customer.
Further changes beyond the one-time change will be treated as a cancellation under your cancellation policy (Section 21) and may incur fees or forfeit.

5. Price Guarantee / Price Adjustment

If you purchase an item and within 14 days its price is reduced on Cosy Camp’s official website, you may request a store credit for the difference (see Section 26 of Terms for full details). This is a goodwill gesture; approval and final decision rest with Cosy Camp.

6. Refund Processing

Refunds are processed within 5 business days of receiving and approving returned items.
It may take an additional 3–5 business days (or more) for funds to appear in your account, depending on your bank.
For store credit, the credit appears immediately (or within 1 business day) in your Cosy Camp account.

7. Australian Consumer Law

This policy does not limit, exclude, or modify any rights you may have under the Australian Consumer Law. For example, you may be entitled to a repair, replacement or refund if a product is faulty, does not match description, or is not fit for purpose.

8. Disputes & Further Assistance

If you disagree with a return decision, contact Cosy Camp (Support@cosycamp.com.au). We review requests fairly and in good faith. In accordance with Australian law, you also have rights to lodge a complaint with consumer protection agencies