Our Store Policies
At Cozy Cove Candles Bath & Body Shop LLC we want to give our customers the most enjoyable shopping experience. One that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!
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EXCHANGES & RETURNS
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.
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To start the refund process, be sure to head to cozycovecandles@gmail.com with your order number and zip code that is associated with your order.
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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.
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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 and we will assist you.
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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.
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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.
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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.
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REFUND POLICY
We will notify you once we've received and inspected your return, to let you know if a refund is approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post our refund to you.
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DAMAGES & 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.
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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.
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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 me with any concerns or any questions that you may have with any orders.
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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.
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Unfortunately, we DO NOT accept returns on "Sale" items or gift card.
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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.
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SHIPPING POLICY
We are currently processing all of our orders in 3 to 5 business day.
Unless it is a special custom order, please allow 6 to 10 business days to fulfill the order so that way the products have time to cure prior to shipping.​​
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Please do not hesitate to contact us with any concerns or any questions that you may have with any orders.​​​​​