Returns & Order Issues

Last updated: October 23, 2026

Nothing in this policy limits any rights or remedies available to you under applicable consumer protection legislation. This includes Quebec’s Consumer Protection Act and legal guarantees concerning quality, conformity, fitness for normal use and reasonable durability.

Made for your order

CozyGames desk mats are produced to order. Because each product is made specifically for the order placed, correctly produced items are generally not eligible for voluntary change-of-mind returns.

This includes a customer-selected wrong size or design. Please review the product, size and, for a custom mat, artwork placement before completing checkout. These voluntary policy limits do not apply where a cancellation, return, refund or other remedy is required by law.

Personalized custom mouse pads: replacement only

Personalized custom mouse pads are excluded from voluntary returns, refunds and exchanges. We provide a free replacement only for a verified misprint, production defect, damage or other issue for which CozyGames or its fulfillment providers are responsible. Customer-selected size, uploaded artwork and placement errors are not covered when produced as approved. This does not limit refunds or other remedies required by law.

This exception applies to mouse pads personalized with your uploaded artwork or specifications, including Design Your Own and custom Quads. It does not turn an unpersonalized catalog design into a personalized item simply because it is produced after ordering.

Contact support@cozygames.ca with your order number and a description of the issue. Photos are helpful where available. We will review the issue and arrange a replacement at no cost when it is our responsibility. Correctly produced custom orders cannot be refunded for a change of mind. The cancellation-before-production and statutory-rights provisions below still apply.

If something isn’t right

If your order arrives damaged, defective, misprinted or different from what you ordered, contact support@cozygames.ca within 30 days and we’ll work with you to make it right. Include your order number and clear photos if available so we can investigate. For standard catalog mats, support may include correction, replacement or refund depending on the circumstances. Personalized custom mats follow the replacement-only policy above, except where another remedy is required by law.

Problems we can help with

• Damage that occurred before or during delivery.
• A material or production defect.
• A misprint or incorrect production of the selected artwork.
• A product, design or size different from the order confirmation.

The 30-day reporting period is not a limit on statutory rights or the duration of a legal warranty. Lack of original packaging, use needed to discover a defect, or inability to provide a photograph does not automatically disqualify a legally valid claim. We cover return costs where required by law or arising from our fulfillment error.

Two-year warranty and legal guarantees

The two-year warranty advertised by CozyGames is additional to applicable legal guarantees. A product must meet applicable standards of quality, conformity and reasonable durability, which may protect you beyond a voluntary warranty period. Contact us about a defect even if more than 30 days have passed. No proof-of-purchase request or voluntary procedure removes a mandatory remedy.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. Cancellation requests made within 24 hours of purchase can generally be accommodated if production has not begun. Once production starts, a change or cancellation cannot be guaranteed.

This is our voluntary cancellation window. It does not shorten or replace any statutory cancellation right, including rights relating to a distance contract, non-delivery or missing contractual information.

Lost packages

If your order has not arrived or appears lost, contact us. We will investigate with the carrier. For personalized custom mats, our voluntary remedy is a replacement; for other orders, we may arrange a replacement or refund. Any remedy required by law remains available. Carrier confirmation is part of the investigation; it does not suspend a statutory cancellation or refund deadline. Our responsibility does not automatically end when an order is handed to the carrier.

Incorrect addresses: Check your delivery address before paying and notify us promptly of an error. A reasonable reshipping cost caused by a customer-provided incorrect address may apply, subject to applicable law and disclosure before it is charged. This does not excuse an address or delivery error made by CozyGames or its fulfillment providers.

Quebec distance-contract rights

Quebec law provides cancellation rights in specified circumstances, including failures to provide required information or a proper written contract, or qualifying delivery delays. Generally, a consumer may cancel before delivery when the goods have not been received within 30 days after the agreed delivery date, or within 30 days after the contract if no delivery date or period was given, subject to the law’s conditions.

You can send a cancellation notice to support@cozygames.ca. For the applicable conditions and deadlines, consult the Office de la protection du consommateur. Our voluntary policy does not replace these rights.

Refund timing

Personalized custom mats are excluded from voluntary refunds as explained above. Approved refunds for eligible orders are issued to the original payment method within 10 business days. Where a statutory refund deadline applies, we must comply with that deadline, including any earlier deadline; the voluntary timing does not extend it. Your bank or card provider may require processing time after a refund is issued. Contact us if a refund has not appeared.

This update applies to new orders from the date above and does not retroactively reduce rights agreed for an earlier order.

European Union orders

Mandatory consumer rights continue to apply where required by law. Any exception for goods made to a customer’s specifications or clearly personalized applies only when its legal conditions are met. Merely producing a standard item after an order does not, by itself, waive a statutory withdrawal right.

Contact support for return instructions before sending an item; the business contact address is not automatically a returns-processing address. This request does not restrict a right to return an item under applicable law. See our Terms and Shipping & Delivery information.