Returns Policy

We hope you will be delighted with all of your purchases from CozyMole however, if for any reason you wish to return an item please refer to our returns policy below :-

Under The Consumer Contracts Regulations 2014 you have the right to cancel your order up to 14 days from the day you received the goods. If for any reason you are dissatisfied with your purchase, you can cancel your order either by returning the goods to us or by notifying us by email of you intention to do so within the 14 day period (if you choose to inform us of your intention to cancel the order by email, you then have a further 14 days during which we must receive your return). Goods must be returned to us in all their original product packaging, unused and in a resaleable condition. A full refund of the product cost will be given, plus any basic delivery charge which was paid to us at the time of ordering. 'Premium' delivery charges over and above the basic service cannot be refunded (the basic rate which would have applied to the order will be refunded). In the event that you are returning part of an order for a refund, rather than cancelling the whole order, no refund can be made for our outbound delivery cost. The cost of returning the order to us is the responsibility of the purchaser.

To return an item please send it with your receipt (or a copy of the receipt), using the returns form on the reverse of your receipt to state your reason for return and whether you require an exchange or refund. We do not charge any re-delivery costs for exchanges, even if your original order attracted a delivery charge (Mainland UK only; other orders may attract a charge - please contact us about your exchange). Using this form enables us to quickly find your original order and process the return. We aim to process exchanges within 2 days of receipt, and refunds are generally within 5 days although may take 10 days at busy times.

Returned goods must be sent in the original product packaging, in as received condition. When you receive your goods we would request that you open the packaging carefully, in case you need to return your goods. Goods returned with product packaging that has not been treated with reasonable care may not be refundable - 'product packaging' includes the packaging which is specific to the product - i.e. boxes and other packaging which carry branding/product codes/images/stickers/etc which are specific to the product and are not generic packaging.
Please package the item securely and return to the addresss below :-

CozyMole Returns
PO Box 162
Thirsk
North Yorkshire
YO7 9AB
Telephone: 01845 587950

Do not attach stamps, labels, adhesive tape, staples or anything else directly to the product or the product packaging which might cause damage when removed - use a bag, box, or other protective covering, to which you can attach your labels and stamps.

We recommend that you use 1st Class or 2nd Class Royal Mail post, and consider Recorded Delivery and/or Special Delivery for higher value returns to provide you with proof of delivery and adequate insurance cover. We suggest you consult www.royalmail.com and use their postage price finder in order to determine the best value way to return your item. Note that package dimensions, especially thickness, can influence the postage cost very significantly.
It is your responsibility to take reasonable care of the goods and to ensure that they are returned to us in an undamaged condition.

If goods are damaged or faulty when you receive them please contact us at returns@cozymole.co.uk so that we can advise on the return and replacement of the item. Items should be returned in their original packaging and complete with a valid receipt to allow us to deal with your return. Once we have verified the fault, we will issue a replacement or refund. We fully examine returned items and liaise with the manufacturers and if a returned item is found to be not faulty we will return the item to you. In this instance you will be liable for the return postage charge.

If you wish to return any goods because of faults which occur outside the initial 14 day period, then please ensure you provide the original receipt delivered with the order.