Refund policy

Thank you for choosing TheCozyGrump. We want you to love your TheCozyGrump heated robe, and we stand behind the quality of every order. Because our product is a heated electronic wearable that includes a built-in heating element and temperature controller and is worn directly against the body, we're unable to accept returns or offer refunds for change-of-mind or preference-based reasons once an order has been placed and processed. We know that's not always the answer people hope for, so we've made sure you're fully protected if anything is actually wrong with your item (see below).

To keep things clear, we're unable to offer refunds or accept returns in situations such as:

  • You've changed your mind after ordering
  • The product didn't match a personal preference or expectation
  • You expected the robe to run hotter or to heat instantly (our robes are designed to deliver gentle, even warmth with built-in overheating protection, so they warm gradually and cap at a safe temperature by design)
  • The item was set up or used incorrectly, or was not connected to a compatible power source
  • The wrong size, color, variant, or quantity was selected at checkout
  • Normal wear from regular use over time

Damaged or Defective Products

In the rare event that your TheCozyGrump robe arrives damaged or defective — for example, a heating element that won't warm, a non-functioning or unresponsive temperature controller, torn or damaged fabric on arrival, or a missing component that makes the product unusable — you must contact our customer support team within 7 days of receiving the product. If the product is confirmed by our team to be genuinely damaged or defective, we will offer a replacement or refund at our discretion.

Please note:

  • The robe delivering gentle, gradual warmth rather than instant or extreme heat is by design and is not considered a defect.
  • Only products that arrive damaged or defective qualify for review.
  • Any robe that powers on and heats normally is considered operational and is not eligible for return or refund.
  • Claims must be submitted with clear photographs and/or video of the issue, along with your order number.
  • Claims submitted after 7 days from the date of delivery will not be considered.

30-Day Warranty (Optional Add-On)

Customers who add the optional 30-Day Warranty to their order at checkout receive extended protection. The warranty extends the damage and defect claim window from 7 days to a full 30 days from the date of delivery, and covers manufacturing defects, heating-element or controller failure under normal use, and free replacement of any confirmed faulty unit within that period. To make a claim under the 30-Day Warranty, contact us with your order number and photo or video evidence within 30 days of delivery. The warranty is non-transferable and applies only to the original purchaser. It does not cover damage caused by misuse, accidents, improper setup, or normal wear and tear.

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible after placing it. We process and ship orders quickly, so we can only cancel orders that have not yet entered fulfillment. Once an order has been processed, packed, or shipped, it can no longer be cancelled. Please double-check your product selection, size, color, quantity, and shipping address before completing your purchase.

Incorrect or Undeliverable Addresses

It is the customer's responsibility to provide a complete and accurate shipping address at checkout. We are not responsible for orders delayed, lost, or returned due to an incorrect or incomplete address. Re-shipment of a returned package may require an additional shipping fee.

Changes to This Policy

We reserve the right to update or modify this Return & Refund Policy at any time and at our sole discretion. Any changes will be posted on this page with an updated effective date. Your continued use of our website and placement of orders constitutes acceptance of any changes.

Contact Us

To submit a claim or ask any questions about this policy, please contact our customer support team at thecozygrumpco@outlook.com. Claims must be submitted within the applicable window (7 days standard, or 30 days with the optional 30-Day Warranty) and include your order number and supporting photos or video.