Returns and Refunds Policy

Return & Refund Policy

Last updated: October 8, 2026

We want you to be happy with your VivaLaCozy purchase. If something isn't right, here's how we can help.

Where returns are sent

Our products ship from our suppliers' warehouses in China, and returns are sent back to China. We do not accept returns at our registered office in Dubai. Once your return request is approved, we'll email you the exact return address and instructions.

30-day return policy

You may request a return within 30 days of delivery. To start a return, contact us at info@vivalacozy.com or call +971 58 595 6007 with your order number and the reason for the return.

Items sent back without first requesting a return will not be accepted.

Return eligibility

- The item must be unused and in its original condition.
- Proof of purchase (order number or receipt) is required.

Return shipping costs

For change-of-mind returns, you pay the cost of sending the item back to China. International return postage can be significant and, for lower-priced items, may cost more than the item itself, so please take this into account before starting a return. We recommend a tracked service. International return parcels can take several weeks to reach us. Return shipping is free for items that arrived damaged, defective or incorrect (see below).

Damaged, defective, or wrong items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, contact us within 7 days of delivery at info@vivalacozy.com or +971 58 595 6007 with a photo of the item. We'll arrange a free replacement or a full refund (your choice) at no additional cost to you. If we need the item back, we cover the return shipping.

Exchanges

We offer exchanges for items that are damaged, defective, or the wrong size or product. Contact us at info@vivalacozy.com or +971 58 595 6007 to arrange one. For a different item entirely, we recommend returning the original for a refund and placing a new order.

Restocking fee

We do not charge a restocking fee on returns.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund was approved. Approved refunds are issued to your original payment method. Refunds are typically processed within 5–7 business days of us receiving the item; your bank or card provider may take a few additional days to post it to your account.

Late or missing refunds

If it has been more than 7 business days since we confirmed your refund and you have not seen it:
1. Check your bank account again.
2. Contact your credit card company — refunds can take time to post officially.
3. Contact your bank — there is often processing time before a refund appears.
If you have done all of this and still have not received your refund, email info@vivalacozy.com or call +971 58 595 6007.

Order cancellations

Orders can be cancelled free of charge within 12 hours of purchase, before processing begins. To cancel, email info@vivalacozy.com or call +971 58 595 6007 as soon as possible with your order number. See our Cancellation Policy.

Contact

VivaLaCozy is operated by NEOSTUFF - FZCO, a free zone company licensed in Dubai, United Arab Emirates (trade licence No. 26189, issued by the Dubai Integrated Economic Zones Authority).
Registered office: Premises 26189-001, IFZA Business Park, Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates
Email: info@vivalacozy.com
Phone: +971 58 595 6007

Our Dubai address is the company's registered office, not a shop, showroom or warehouse, so we can't accept visits, deliveries or returns there. Orders ship from our suppliers' warehouses in China, and returns go to our returns address in China.