Refund policy

Returns & Refunds Policy

Last updated: 06.09.2026

At CozyVibe.eu, we want you to shop with confidence. This policy explains how to request a return, who pays return shipping costs, and when you can expect your refund.

1. Your Right to Return

For eligible online purchases, you may withdraw from your purchase without giving a reason by notifying us within 14 days after receiving your goods.

If goods from a single order arrive separately, the withdrawal period begins after you receive the last item.

Once you have notified us, please send the goods back within the following 14 days. The deadline is met if you dispatch them before that period expires.

2. How to Request a Return

You can notify us through our Returns Portal or by emailing info@cozyvibe.eu with a clear statement that you wish to withdraw from your purchase.

Please include your order number and identify the items you wish to return so we can assist you promptly. An account or use of the Returns Portal is not required to exercise your statutory withdrawal rights.

We work with multiple brands, so return addresses may differ by product. Please contact us promptly for the correct address and return instructions. Do not assume that the dispatch address on your parcel is the return address.

Please retain your proof of postage.

3. Condition of Returned Items

You may inspect goods as necessary to establish their nature, characteristics, and functioning.

Please handle items carefully and return them with their included accessories and components. Use the original packaging where possible, or suitable protective packaging to help prevent damage during transit.

Original packaging is not a condition of exercising your statutory withdrawal rights. However, you may be responsible for a reduction in value caused by handling beyond what is necessary to inspect the goods, where permitted by law.

4. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply to goods made to your specifications or clearly personalized, where the applicable legal exception is met.

Sale or discounted items are not excluded solely because they are discounted or labelled “final sale.”

Any applicable exception will be explained before purchase. Exceptions to change-of-mind returns do not affect your rights when goods are faulty, damaged, or not as described.

5. Return Shipping Costs

Change-of-mind returns: You are responsible for the direct cost of returning the goods, provided this was disclosed before purchase.

Damaged, faulty, or incorrect goods: We cover the necessary return shipping costs. Please contact us so we can arrange the appropriate return method.

6. Refunds

For a valid statutory withdrawal, we will refund the applicable payments without undue delay and no later than 14 days after receiving your withdrawal notice.

We may withhold reimbursement until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

If you withdraw from your entire order, we will also refund the cost of our least expensive standard delivery option. Additional charges for a more expensive delivery service you selected are not refundable.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

Your bank or payment provider may require additional time to display the refund in your account.

7. Damaged, Faulty, or Incorrect Items

If an item arrives damaged, is incorrect, or develops a fault, please contact info@cozyvibe.eu with your order number and a description of the problem. Photos, where available, can help us investigate.

We will arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.

The 14-day change-of-mind period does not limit your statutory rights concerning faulty or non-conforming goods.

8. Exchanges

We do not offer direct exchanges for change-of-mind purchases. You may return an eligible item and place a separate order for the product you prefer.

For faulty or incorrect items, please contact us to arrange the appropriate remedy.

9. Missing Refunds

If we have confirmed that your refund has been issued but it has not appeared:

• Check the account associated with your original payment method.
• Contact your bank or payment provider about processing times.
• If you still need assistance, email info@cozyvibe.eu with your order number.

10. Contact and Policy Updates

For return or refund questions, contact info@cozyvibe.eu.

We may update this policy from time to time. Updates do not retrospectively reduce rights relating to purchases already made. Nothing in this policy limits your statutory consumer rights.