RETURNS POLICY
Last updated: [21.01.2026]
Please read the information below carefully, as our policy differs slightly between product purchases and event tickets.
This policy is in line with UK consumer law and does not affect your statutory rights.
1. Product Returns (Candle Refills)
Change of Mind Returns
Under UK consumer law, you have the right to cancel your order within 14 days of receiving your item, provided it is unused and in its original condition.
To be eligible for a return:
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The candle refill must be unused, unburned and unopened
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All original packaging and components must be intact
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The item must be returned within 14 days of notifying us. Notification must be within 7 days from arrival of order.
Please note:
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For hygiene and safety reasons, used, burned or partially used candle refills cannot be returned
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Return postage costs are the responsibility of the customer unless the item is faulty
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We are not responsible for items lost in transit. Please contact the delivery provider first if your order has been lost
To start a return, please email info@cosyandsnugclub.com with your order number and reason for return.
2. Faulty or Damaged Items
If your candle refill arrives damaged or faulty, please contact us within 48 hours of delivery and provide:
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Your order number
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A clear photo of the issue
If the item is confirmed to be faulty, we will offer either:
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A replacement, or
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A full refund, including original delivery costs
3. Non-Returnable Items
The following items are non-returnable:
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Used or burned candle refills
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Items damaged due to improper use or failure to follow care instructions
This does not affect your statutory rights.
4. Refunds
Once your return is received and inspected, we will notify you of the outcome.
Approved refunds will be:
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Issued to the original payment method
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Processed within 14 days of receiving the returned item
Original delivery costs are non-refundable unless the item is faulty.
5. Exchanges
We do not currently offer direct exchanges.
If you would like a different scent, please return your unused item in line with this policy and place a new order separately.
6. Event Tickets (Candles + Cocktails, Other Events & Socials)
Tickets for Cosy + Snug events are non-refundable.
If you are unable to attend, you may request to transfer your ticket to another person, subject to prior approval from Cosy + Snug. Transfer requests must be made in advance and confirmed no later than 24 hours before the event start time.
Tickets cannot be resold or transferred without approval.
In the unlikely event that Cosy + Snug cancels an event, you will be offered either:
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A full refund, or
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The option to transfer your ticket to a future event
7. Contact Us
If you have any questions about returns, refunds or ticket transfers, please contact us at:
Cosy + Snug