REFUND POLICY

Below you’ll find a list of our Refund Policies.  If you can’t find the information you’re looking for - please don’t hesitate to contact us today!

Our Return Policy lasts 14 days from date of purchase, and must be requested by email within fourteen (14) days from the day you received your item(s).  If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.  To be eligible for a return, your item must be unused and in the same condition that you received it and must also be in the original packaging.

 

To Process a Return

Place the item(s) securely in original packaging with the packing slip, receipt and mail your return to the following address;

Cozy Cove Candles

36915 Skyvista LN N,

Creston, WA  99117

Make sure to write your Order number on the outside of the box, so we will be able to inspect your return.  Customer, is responsible for all the return shipping charges.  Make sure that you have a tracking number and insurance value on the item(s) that you are returning.  Cozy Cove Candles, is not responsible for any item(s) that are lost or damaged while in transit, while being shipped back to our warehouse.

All returns, are we required to have a receipt or proof of purchase, prior to excepting a return, exchange or refund.

 

Refunds (if applicable) - Exchanges (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.  You will be notified via email of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment; retain shipping charges if applicable.  Please remember that it can take some time for your bank or credit card company to process and post our refund to you. 

 

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, fill out the form on the Contact Us page here, and we will email you with instructions on how and where to send your package.  Items sent back to us without first requesting a return will not be accepted or refunded.

 

The fastest way to ensure you get what you want is to return the item and or items you have, and once the return is accepted, then you may make a separate purchase for the new item or items that you would like to purchase.

To start the refund process, go here, be sure to reference  your order number and zip code that is associated with your order.

If you are not satisfied with your purchase, you can request a return or exchange within fourteen (14) days of purchase if the product or products are in the original condition and packaging.  Please note that unless a manufacturing defect is present, we cannot accept returns of products that have been used.

We are committed to processing refunds quickly, so you will likely receive notice of your refund within a few hours of your return arriving to our warehouse.  Refunds can take 1-2 weeks to reflect in your account. 

 

Of course, we are here if you have any questions, or need help along the way.  Email us at cozycovecandles@gmail.com and we will assist you.

Please note that if you choose to return any item outside of the standard process, we will not be able to reimburse you for the return shipping your refund will be delayed due to additional processing time.

Please allow additional return shipping time for returns from military bases (APO/FPO).  While refunds leave our account immediately, it can take from a few days up to a billing cycle for the money to appear in your account based on your bank’s processing times.

 

Exceptions - Non-returnable Items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care good (such as beauty products).  Please get in touch if you have any questions or concerns about your specific item.

Unfortunately, we DO NOT accept returns on "Sale" items or gift card.

 

Custom Order Policy

There will be a required deposit on all large custom orders.  Deposit will be all non-refundable once the product is in production.  For questions, please contact us.  

 

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank.  There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at cozycovecandles@gmail.com.

Sale Items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.  Once the returned item is received, a gift certificate will be mailed to you.

 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Shipping

To return your product, you should mail your product to: 36915 Skyvista LN N, Creston, WA, 99117, United States.

You will be responsible for paying for your own shipping costs for returning your item.  All Shipping costs are non-refundable.  If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance.  We don’t guarantee that we will receive your returned item.

 

Cancellations

If you change your mind before you have received your order, we are able to accept cancellation at any time before the order has been dispatched.  Once your order has been placed in the fulfilled status then, NO Cancellations, Edits, or Adjustments to your order are allowed at this time.

Custom Order Policy

There will be a required deposit on all large custom orders.  Deposit will be all non-refundable once the product is in production.  For questions, please contact us.  

 

Damages and Issues

Please take the time to inspect your order upon delivery of the items that we have shipped to you.  Contact us immediately if an item is defective, damaged or if you have received the wrong items, so that we can evaluate the issue and make it right.

DO NOT discard or throw away damaged items that you have received.  Contact us first and we will email you with directions on what to do with the damaged item or items that you received.

If your product is damaged in shipping, we will happily replace it for you and send you out a replacement product at no cost to you.  

Ordered the Wrong Product

If you have simply just ordered the wrong product and you want to exchange it for another product, you may do so.  As you (the customer) will be responsible for the return shipping cost of the returned product or products.

Please, do not hesitate to contact us with any concerns or any questions that you may have with any orders.​​

Cozy Cove Candles creston, washington

Soy Candles in Shipping

PLEASE NOTE:  Soy wax may be affected by changes in humidity and temperature during shipping, including slight changes in wax color/texture or pulling away from the glass (aka "wet spot", mostly visible in clear glass).  This does not happen regularly, but is completely normal and does not affect the quality of the candle or make it defective.  These candles cannot be returned or exchanged because of the physical character appearance in shipping or if these candles are a custom-made order.  Any damage in shipping must be reported by email within five days of receipt with photos of shipping box, damaged product and quantity of damaged units; please email cozycovecandles@gmail.com should this occur and we will discuss options.

Have questions or concerns?