Cozy Glow Refund & Returns Policy

Thank you for shopping with Cozy Glow Ltd. We want you to enjoy your Cozy Glow experience and be confident in your purchases. This policy sets out your legal rights and our terms for returns, refunds and exchanges when purchasing from the Cozy Glow Online Store or in-store at Cozy Glow, Coulsdon.

Your Legal Right to Cancel (Distance Selling)

• Under the Consumer Contracts Regulations 2013, if you purchase online or by phone you have the right to cancel your order within 14 days from the day you receive your items.

• You then have a further 14 days to return the goods.

• Refunds will be issued within 14 days of receiving the returned items (including standard delivery costs, if applicable).

• Items must be returned in unused, resalable condition with original packaging.

Exchanges and Store Credit

To give you more flexibility, Cozy Glow also offers:

• Exchanges: If you are not happy with the scent or item chosen, you may exchange it for another product of equal value.

• Store Credit: Where appropriate, we may issue credit instead of a refund to help you find the perfect Cozy Glow product.

Exemptions (When Returns May Not Apply)

Certain products cannot be returned for hygiene or safety reasons once opened:

• Used candles, diffusers, incense, perfumes or skincare items.

• Custom-made, personalised, or event tickets (unless cancelled by Cozy Glow).

• Gift cards and vouchers.

• Opened Perfumes or Cosmetics 

If a product is faulty or damaged, your statutory rights still apply (see below).

Faulty or Misdescribed Items

Under the Consumer Rights Act 2015, you are entitled to:

• A full refund within 30 days of purchase if the item is faulty.

• A repair, replacement, or partial refund if the fault appears after 30 days but within 6 months.

• Your legal rights are not affected by this policy.

How to Return

1. Contact us first at team@cozyglow.co.uk with your order number.

2. Return items to: Cozy Glow Ltd, 160 Brighton Road, Coulsdon, CR5 2NE, UK.

3. Please ensure items are securely packaged. We cannot accept responsibility for items lost or damaged in transit.

Additional Guidance for Candles

Many returns are due to wick burn or scent strength expectations. To help:

• Always trim your wick to 5mm before each burn.

• Allow your candle to burn for 2–3 hours on first use for an even melt pool.

• Place candles in a suitable environment to achieve the best scent throw.

This guidance will help you get the best from your Cozy Glow candle