At Cozy Vibes Co. (C.V.C), we want you to understand your options if an order is not right for you. This policy describes our voluntary returns process and does not remove or limit any rights you have under the consumer-protection laws that apply to your purchase.
Contact us before returning an item
Email hello@cozyvibesco.com with your order number, the product concerned, and the reason for the request. Please do not mail a return to the sender address on a parcel without first receiving instructions.
United States — voluntary change-of-mind returns
For eligible, unopened and unused products in their original packaging, contact us within 30 days of delivery to request a voluntary return. Products that have been opened, used, or had a hygiene seal removed may not qualify for a change-of-mind return for health and hygiene reasons, except where applicable law requires otherwise. This voluntary policy does not limit any rights available under applicable state or federal law for defective, misdescribed, or incorrectly supplied goods.
United Kingdom — cancellation and returns
For most online purchases, UK consumers generally have a statutory 14-day period after receiving goods to notify the trader that they wish to cancel, followed by a further 14 days to return the goods. Exceptions can apply, including to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. These exceptions do not remove rights relating to faulty or misdescribed goods. We also accept requests for voluntary returns of eligible, unopened and unused products within 30 days of delivery, where this provides an additional option. Contact us promptly so we can explain the process that applies to your order.
Canada — voluntary change-of-mind returns
For eligible, unopened and unused products in their original packaging, contact us within 30 days of delivery to request a voluntary return. Consumer-protection and cancellation rules vary by province and territory. Nothing in this policy limits any rights you have under the applicable provincial or territorial law, including rights relating to defective, misrepresented, or incorrectly supplied goods.
Damaged, defective, or incorrect items
If an item arrives damaged, defective, or different from what you ordered, email us as soon as reasonably possible with your order number, a description of the issue, and clear photos if available. We will review the issue and explain the appropriate remedy under the circumstances and applicable law. Do not discard the product or packaging until we respond, if it is safe to keep them.
Hygiene and product condition
For change-of-mind returns, products must be unopened, unused, and in their original packaging, including intact hygiene seals where applicable. Because these are skincare products, opened or used items may be ineligible for voluntary returns for health and hygiene reasons, except where applicable law provides otherwise. This condition does not override statutory rights for faulty or misdescribed goods.
Return shipping and refunds
We will tell you the correct return method and whether return shipping is your responsibility before you send an eligible change-of-mind return. If an item is faulty, damaged, incorrect, or otherwise covered by statutory rights, the remedy and any shipping costs will be handled in accordance with applicable law. Approved refunds are returned to the original payment method where possible. Your payment provider may need additional time to post the credit.
Order cancellations
Contact us as quickly as possible if you need to cancel an order. We cannot guarantee cancellation once an order has entered fulfilment or shipped. This does not affect any statutory cancellation rights that apply, including UK distance-selling rights.
Contact
Email hello@cozyvibesco.com for return and refund assistance.