Care should feel considered, including when something is not quite right. If you need help with your C.V.C order, contact hello@cozyvibesco.com and we will help you understand your options.
Our 30-day return window
For a change-of-mind return, let us know within 30 calendar days after you receive your order. Eligible products must be unused, with any genuine health or hygiene seals intact and the original product packaging included.
Once you notify us, send the eligible items back within a further 14 calendar days, unless we agree a longer period. If local law gives you a longer period or a different procedure, that right takes priority.
This is our voluntary return offer for customers in the United States, Canada and the United Kingdom. It does not replace your rights if a product is faulty, unsafe, damaged, incorrect, not as described or not delivered.
Skincare and hygiene seals
For hygiene and safety reasons, we do not offer change-of-mind returns of used skincare or items whose genuine health or hygiene seal has been broken, where the item is no longer suitable for return. Opening the outer shipping carton alone does not make a product ineligible.
For a full change-of-mind return of a four-sheet mask pack, all four individual mask sachets must be unused and sealed. A problem with one sheet does not remove any rights you have in relation to that sheet or the pack.
These restrictions never remove your rights concerning faulty, unsafe, damaged, incorrect or misdescribed products. Sale items receive the same applicable statutory protections as full-price items, as confirmed by GOV.UK's returns guidance.
How to start a return
- Email hello@cozyvibesco.com or use the customer account link (https://shopify.com/108044779854/account) with your order number or another reasonable proof of purchase and tell us which item you would like to return. You do not need to give a reason to exercise a statutory change-of-mind cancellation right.
- Use the approved return address in the return instructions included with your delivered package, or email us to obtain the correct return details before posting. A dispatch address printed on a shipping label is not necessarily a return address; if you are unsure, we will help confirm the correct location.
- Keep your proof of return postage and use a suitably protective package. A tracked service can help if there is a delivery query.
You do not need our prior approval or a return reference number to exercise a statutory cancellation right: a clear, timely statement is enough where that right applies. Waiting for our reply will not remove a right you exercised on time.
Return instructions: the approved return address is provided with your delivered package and is also available by emailing hello@cozyvibesco.com. Contact us if those instructions are missing or unclear.
Who pays return shipping?
- Change of mind: you pay the direct return-postage cost unless we have expressly offered a prepaid label or local law requires otherwise. Any international return requirement must be disclosed before purchase.
- Faulty, damaged, incorrect, unsafe or misdescribed goods: C.V.C covers reasonable necessary return costs, using a prepaid label or a reimbursement arrangement agreed with you. Where a safe return is unnecessary or inappropriate, we will explain an alternative.
- Restocking fees: we do not charge them. We also do not deduct an outbound “free shipping” charge from an eligible refund.
Damaged, faulty or incorrect products
Please contact us as soon as reasonably possible and include photos if they are practical and helpful. There is no artificial 24-hour or 48-hour reporting deadline that removes your legal rights.
Depending on the issue and your applicable rights, we will arrange a refund, replacement or another appropriate remedy without making you pay to fix our mistake. We will not insist on store credit where you are entitled to a monetary refund.
If you experience irritation, stop using the product and contact us. Seek suitable medical advice where needed; a reaction does not, by itself, establish that the product is defective, but we will review your concern and honour any applicable rights.
How refunds are paid
Eligible refunds are sent to the original payment method unless you expressly agree to another lawful method. They include the amount you actually paid for the returned items and any taxes that must be refunded.
For ordinary voluntary returns, we aim to issue the refund within five business days after receiving and checking the returned goods. We will act sooner where the law requires it, and inspection will not extend a statutory deadline.
Your bank or payment provider may take additional time to display the credit. If you cannot locate a refund after we confirm it has been issued, contact us and we will help trace it.
When an entire order is validly cancelled under the UK statutory cancellation right, we refund any standard outbound delivery charge you paid, but not the extra cost of an optional upgraded service; this is explained in GOV.UK's refund guidance.
Bundles and discounted orders
For an eligible partial bundle return, we calculate the refund using the price actually paid for the returned items and a fair allocation of the bundle discount. We will explain that calculation and will not retroactively replace the prices with invented full-price values.
A promotional discount never removes your rights concerning defective or misdescribed products. Any special voluntary-return conditions will be clearly disclosed before purchase and will not override mandatory consumer rights.
UK cancellation rights
For most eligible online purchases, UK customers can cancel within 14 calendar days after receiving the goods and then have a further 14 calendar days to send them back, without giving a reason, as explained by GOV.UK.
For an order delivered in separate parts, the statutory cancellation period generally starts after the last relevant goods are received; refunds must be made without undue delay and no later than 14 calendar days after we receive the goods back or, if earlier, evidence that you sent them back, as described in UK Trading Standards guidance.
Where goods were genuinely sealed for health protection or hygiene reasons and become unsuitable for return after you unseal them, an exception to the statutory change-of-mind right may apply; it does not remove remedies for faulty goods, as explained in GOV.UK's guidance.
Our voluntary 30-day return offer is additional to these rights. Reasonable inspection of a product is not automatically treated as misuse; any lawful reduction for handling beyond what is necessary will be explained and will not be a restocking fee.
Optional cancellation form
You can email us any clear cancellation statement; this form is optional. To: C.V.C, hello@cozyvibesco.com.
I give notice that I cancel my contract for the following goods: ________.
Order number: ________.
Ordered on / received on: ________.
Customer name and address: ________.
Date: ________.
Signature, only if sent on paper: ________.
Canadian customers
Consumer protections depend on your province or territory and apply in addition to this voluntary policy; the Canadian Office of Consumer Affairs explains the distinction between a retailer's change-of-mind offer and protections for defective goods.
If Québec's statutory cancellation rules apply because we have not met our legal obligations, we will refund you in full within 15 days after cancellation and cover reasonable return-shipping costs; the relevant rules also generally allow 15 days to return the goods, as described by Québec's Office de la protection du consommateur.
We will not delay a refund that must be made by an earlier legal deadline while waiting for a return or an internal inspection. More favourable provincial or territorial rights remain available.
US customers and your other rights
Our voluntary 30-day policy is available to eligible US customers. It does not limit any additional rights you may have under applicable federal or state law or your payment provider's lawful dispute process.
For shipping delays and orders that do not arrive, please also see our Shipping Policy. We will not require a carrier claim to be completed before honouring a cancellation or refund right that is already due.
Contact C.V.C
Email: hello@cozyvibesco.com