Overview
At ELEGANT COZY SDN. BHD., we aim to provide a delightful shopping experience for all board game enthusiasts. We understand that sometimes things don’t go as planned — whether it’s a change of mind, an error in your order, or a product that didn’t meet your expectations. This policy outlines our procedures and conditions for cancellations, returns, and refunds.
2. Cancellation Policy
Orders can be cancelled within 12 hours of placement.
To cancel an order, please email us at elegant-cozy@outlook.com with the subject line:
“Order Cancellation – [Your Order Number]”
Kindly include:
- Your full name
- Order number
- Reason for cancellation
If your cancellation request is received within the 12-hour window and the order has not yet been processed or shipped, we will cancel the order and issue a full refund to your original payment method.
If your order has already been processed or shipped, cancellation will no longer be possible. However, you may still return the item once it is delivered, provided it meets the conditions of our return policy.
3. Return & Refund Policy
We accept returns within 30 calendar days from the date of delivery. If you’re not satisfied with your board game purchase, whether due to change of mind, a gift not quite right, or any other reason, you’re welcome to return it for a refund — no hard feelings.
3.1 Eligibility for Returns
To be eligible for a return, your item must:
- Be returned within 30 days of the delivery date
- Be unused, unopened, and in original condition
- Include all components: cards, boards, tokens, dice, rulebooks, packaging inserts, etc.
- Be returned with the original box and packaging
- Include proof of purchase (receipt, invoice, or order confirmation)
Returned items that are damaged due to improper use, missing components, or not in resalable condition may not be eligible for a full refund.
3.2 Non-Eligible Scenarios
We reserve the right to refuse returns if the item:
- Appears used or tampered with
- Has missing pieces or damaged parts not related to transit
- Was returned without prior communication
4. How to Initiate a Return
To request a return, please email us at elegant-cozy@outlook.com with the subject line:
“Return Request – [Your Order Number]”
Your email should include:
- Your full name and contact number
- Order number
- Reason for return
- Clear photographs of the item and its packaging (if applicable)
We will respond to your return request within 2–3 business days with instructions on how to proceed.
5. Refund Process
Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria. We will notify you of the approval or rejection of your refund.
If approved:
- A full refund will be issued to your original payment method
- Please allow 7 to 14 business days for the refund to appear, depending on your bank or payment provider
- You will receive a confirmation email once the refund has been processed
6. Damaged or Incorrect Items
If you received a damaged product or the wrong item, please notify us within 3 days of delivery.
Email us at elegant-cozy@outlook.com with:
- Your order number
- Description of the issue
- Clear photographs showing the damage or the incorrect item received
We will review your case promptly and arrange for a resolution, which may include a full refund or a replacement, based on product availability.
7. Important Notes
- Returns must be approved in writing before they are sent back to us. Unauthorized returns may be refused.
- Returned items must be securely packed to avoid damage during transit.
- Please retain your shipping receipt and tracking information until your return is processed.
8. Contact Us
If you have any questions regarding this policy or need further assistance with your order, feel free to contact us:
ELEGANT COZY SDN. BHD.
Email: elegant-cozy@outlook.com
Address: 28, Lorong Sintok 3, Taman Pematang Sintok, 13100 Penaga, Pulau Pinang, Malaysia
We’re here to ensure your shopping experience is smooth and satisfying, from the moment you click “Buy” to the moment you open the box and gather your friends around the table.
9. Policy Revisions
We may update this Return, Refund & Cancellation Policy from time to time. Any changes will be posted on our website. It is your responsibility to review this policy periodically to stay informed.