Ordering

When you place your order online, we will send you an email to confirm that we have received it. An  email confirmation will be produced automatically, so that you have confirmation of your order details. The fact that you receive an automatic confirmation does not necessarily mean that we will be able to meet your order.  If the product is available and the details of the order are correct, this email will be deemed an acceptance and will specify delivery details and confirm the price of the products purchased. If the product is not available, we will also let you know by email.

Privacy and Security

We are committed to protecting the privacy of the personal information you may provide to us by ensuring your email address and any other personal information about you will only be disclosed to relevant staff and contractors and used for the purpose of responding to a request or to carry out instructions.

We will not sell or give your email address to anyone else. Please be aware that your email is not necessarily secure against interception, so you should only send information necessary for us to provide you with the assistance you require.

Returns, Refunds and Exchanges Policy

Any reference to ‘you’ or ‘your’ means you as a customer of our products (and/or services). Any reference to ‘we’, ‘us’ or ‘our’ is to Cozee Europe Ltd. Please read this Returns, Refunds and  Exchanges Policy in conjunction with our terms and conditions of sale as the terms incorporate this policy.

Refunds

Cozee is confident that you will be happy with your purchase, however, should you change your mind and wish to cancel your order you may do so at any time within 14 days, beginning on the third day after sending.  In this case, you will receive a full refund of the price paid for the item/s; however, no refund will be applicable for any delivery charges in accordance with this Returns, Refunds and  Exchanges Policy.

Please complete a Returns request which is located in the ‘My Account’ section of this website. If you are returning the item/s for a refund, please ensure that you select a refund option from the drop down list. You must then return the unused item/s in the original packaging to the address set out below.  A photo of the  contents of each box can be found in the drop down box of the refund options in ‘My Account’. Together with the delivery note and a printed copy of the returns form and no later than 14 days after the day on which you notified us of the cancellation;    the item/s will be accepted for a full refund with no questions asked. You will be responsible for the cost of returning the item/s to us.  Please note:  this policy applies to items purchased direct from this website only.

On receipt of your returned item/s, your refund will be processed without undue delay  within 10 days. We will refund any money received from you using the same method originally used by you to pay for your purchase.

We cannot accept any responsibility for lost or misdirected returns. Therefore, we  recommend for your own protection that you obtain tracked postage including your own insurance when returning items.

Returns and Exchanges

In rare cases, it may be necessary to request a replacement item.  Replacement goods are only offered on items purchased from this website for the following reasons: a fault with the item*, an item arrives damaged, an incorrect item was delivered or no delivery is received.

Please note:  we are only able to give direct replacements, as we cannot exchange items for alternative product/s. Replacement requests must be processed online and the original items must be returned within 14 days of the original order to qualify.

To order a direct replacement please complete a Returns form which is located in the ‘My Account’ section, under ‘View My Orders’.  If you are returning the item/s for a replacement, please ensure that you select a replacement option from the drop down list.

Once you have submitted the Returns Form on-line, you will need to return your item/s to the address shown on the returns form and enclose a printed copy of the returns form.  On receipt, we will examine your returned item/s and, if applicable, we will check that the item/s is/are faulty, other than through accidental damage. Your replacement goods will be processed within 10 days of receipt.

We cannot accept any responsibility for lost or misdirected returns. Therefore, we  recommend for your own protection that you obtain tracked postage including your own insurance when returning items.

*All Cozee products are covered against manufacturing faults by a one year guarantee.  If part of a product proves faulty within this time, please follow the steps above and we will replace the product for you.

Please note any item found to be faulty due to accidental damage will not be replaced. Should we be unable to send you a replacement item/s, we will contact you to offer an alternative product.

This Returns, Refunds and  Exchanges Policy is provided in addition to your statutory rights, which remain unaffected.

Shipping and  Delivery

UK orders are shipped via the Royal Mail’s 48 hours service or bulk and consignment orders will be sent using  an appropriate carrier; both services will send an  email confirmation upon date of shipment.  All orders are shipped within 48 hours of receiving payment (Monday to Friday) but this does not include Public or Bank Holidays. Shipping fees are not refundable under any circumstances.

Updating Account Information

Please make sure your account details are correct and up-to-date. You can sign in and view your account information via the  ‘My Account’ link at the top of the page.

Viewing Orders 

You can sign in and view your orders anytime via your account on our website.

 

The address for returns only is: 

F.A.O Cozee
CO Woodland Global
Montrose Road, Gate 1
Chelmsford
Essex
CM2 6TE