Refund policy

Overview

This Return and Refund Policy applies to purchases made through https://suburbancozy.com. Suburban Cozy Diner LLC accepts eligible returns requested within 30 calendar days after the order is delivered.

To qualify, an item must be unused, unwashed, undamaged, and returned in substantially the same condition in which it was received, with its original packaging, accessories, inserts, and proof of purchase.

Starting a Return

Email support@suburbancozy.com before sending any item back. Include your order number, the item you wish to return, and the reason for the request. We will review the request and provide return instructions if the item is eligible.

Returns must be sent only after authorization to: 754 Washington St, San Francisco, CA 94108, United States. Packages sent without prior authorization may be delayed or refused. Do not send returns to a manufacturer or other address shown on product packaging.

Return Shipping

For a change-of-mind return, the customer is responsible for return shipping costs and for using a trackable service. Original shipping charges are not refundable unless the return results from our error.

If an item arrives damaged, defective, or different from what was ordered, contact us promptly with photographs of the item, packaging, and shipping label. If we confirm the issue, we will provide an appropriate replacement, refund, or prepaid return method at no additional cost.

Nonreturnable Items

We cannot accept items that show signs of use, washing, wear, modification, accidental damage, or missing parts. Personalized or made-to-order items, gift cards, and items clearly marked final sale are not returnable except where required by law.

For drinkware, returns must be unused and free from beverage residue, odors, scratches, or washing marks. This condition requirement does not limit remedies for products that arrived defective or incorrect.

Refunds

We will inspect the returned item and notify you whether the refund is approved. Approved refunds are issued to the original payment method, normally within 5 to 10 business days after inspection. Your bank or card issuer may need additional time to post the credit.

We do not charge a restocking fee for eligible returns. If a returned item is ineligible or materially different from the item originally shipped, we may deny the refund and contact you regarding available options.

Exchanges and Order Cancellations

The fastest way to obtain a different item is to return the eligible original item and place a new order. If we sent the wrong item or the item arrived defective, contact us so we can address the issue directly.

Cancellation requests should be sent as soon as possible. We can cancel an order only before it has entered fulfillment. After shipment, the return process applies.