Return & Exchanges

All units, pre-built closets, custom closets, general installations, and gift cards are final sales. Once a design is approved, paid for and installed, we can only accommodate adjustments at additional costs.

TAG Hardware closet accessories do qualify for exchange if they are defective or damaged. You will receive the same item by following these steps:

1. Send us an email at in**@********et.ca stating the damage with a written description and photograph. 
2. After approval of exchange, ship your item and the original receipt to 1483 Barrow St. North Vancouver, BC V7J 1B6, Canada. You will be responsible for paying for the shipping costs for returning the item. Shipping costs are non-refundable. Parts must be unused and in the same condition that they were received, with a note regarding the malfunction. They must also be in the original packaging.
3. We will replace the item within 5 to 20 working days.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Cancellation Policy

We understand that life happens, and sometimes appointments need to be rescheduled. If you need to cancel or reschedule your in-home consultation, we kindly ask for at least 24 hours’ notice.

Cancellations made with less than 24 hours’ notice will be subject to a $100 cancellation fee, which will be charged to the payment method on file or invoiced accordingly.

This policy helps us respect the time and availability of our team while ensuring we can continue to provide quality service to all our clients.

Contact

After reviewing this policy, if you have additional questions, want more information about our privacy practices, or would like to make a complaint, please contact us by e-mail at in**@********et.ca

Collecting Personal Information

This Privacy Policy describes how cosycloset.ca (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

When you visit the Site, we collect certain information about your device, your interaction with the Site, and the information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information about an identifiable individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

• Device information
  • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
  • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.
  • Disclosure for a business purpose: shared with our processor Shopify.
  • Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
• Order information
  • Purpose of collection: to provide products or services to you to fulfill our contract, process your payment information, arrange for shipping, provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
  • Source of collection: collected from you.
  • Disclosure for a business purpose: shared with our processor WooCommerce, Google Calendar, Groundhogg CRM and shipping providers.
  • Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.

Minors

We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has made a purchase or provided us with Personal Information, please contact us at the email address above to request deletion.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

• We use WooCommerce to power our online store. You can read more about how WooCommerce uses your Personal Information here: https://www.termsfeed.com/blog/privacy-policy-woocommerce/
• We use Groundhogg CRM to power our online booking system and emails. You can read more about how they use your Personal  Information here: https://www.groundhogg.io/privacy-policy/
• We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or another lawful request for information we receive, or to otherwise protect our rights.

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

• We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at https://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

Using Personal Information

We use your Personal Information to provide our services to you, which include: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

When you book a consultation or place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

Selling Personal Information

We do not willingly sell, grant, or lend your personal information to third parties. 

Cookies

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use several different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance, whether it’s their first time visiting or if they are frequent visitors.

We use the following cookies to optimize your experience on our Site and to provide our services.

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as: www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

Shipping Policies

Domestic Shipping Policy

We currently ship within Canada, except to P.O. Boxes.

Shipment processing time

 All orders are processed within 5-20 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there is a significant delay in the shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates

Shipping charges for your order will be calculated and displayed at checkout.

Shipment Methods

We currently offer the following domestic shipping methods:

-UPS for small packages

-Local transport to ship pallets. Different companies will be picked based on the destination to get the best price for the customers 

Delivery delays can occasionally occur.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email containing your tracking number(s) once your order has shipped.

 Shipping rates & delivery estimates

 Please contact us directly at in**@********et.ca for international delivery estimates.

 Customs, Duties and Taxes

 CosyCloset Ltd. is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

 Shipping Damages

 CosyCloset Ltd. is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

Changes

We may update this Privacy Policy from time to time to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Complaints

As noted above, if you would like to make a complaint, please contact us by e-mail at in**@********et.com. We will make our best to make things right so that your experience with us is within commerce standards.