Refund policy
1. Return and refund policy
14-day cooling-off period
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason. You then have a further 14 days to return the item to us. If you are a consumer resident outside the UK, you may also have the benefit of any mandatory consumer protection laws of your country of residence.
How to request a return
Email cosycountdown@outlook.com with your order number and the reason for return. We’ll respond within 48 hours with return instructions.
Return conditions
Items must be unused, in their original packaging, and in a resalable condition. Opened advent calendars where daily doors have been opened cannot be returned unless the item is faulty.
Who pays return postage
If the item is faulty, damaged, or not as described, we cover the return cost. If you’re returning the item because you changed your mind, you cover the cost of return postage. We recommend using a tracked service, as we cannot refund items that don’t arrive back to us.
International returns
For international orders, return postage costs often exceed the item’s value. In these cases, contact us before returning — we may offer a partial refund without requiring the item back, which is faster and cheaper for you.
Refunds
Once we receive and inspect the return, we’ll refund the full purchase price to your original payment method within 14 days. Original shipping costs are refunded only if the entire order is returned or the item was faulty.
Faulty or incorrect items
If your order arrives damaged, faulty, or incorrect, email us within 7 days of delivery with photos. We’ll arrange a replacement or full refund at no cost to you.
Non-returnable items
- Items marked as final sale
- Gift cards
This policy does not affect your statutory rights under the Consumer Rights Act 2015.
Contact: cosycountdown@outlook.com