Cozy Cove Return Policy

1. Cozy Cove Service

a. General Information

Most products sold by Cozy Cove can be returned up to 14 calendar days after receipt. This cooling-off period does not apply to all products. More information about excluded product categories can be found in the section "Exceptions to the statutory right of withdrawal and Cozy Cove Service".

The cooling-off period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, has received the product. If multiple products have been ordered, the cooling-off period only starts on the day after you have received the last package.

Please note: The Cozy Cove Service only applies if you have made the purchase as a consumer.

b. Your Obligations When Using the Cozy Cove Service

During the cooling-off period, you may only view and assess the product as you would in a physical store. If you have gone further than necessary to determine the nature and characteristics of the item during the cooling-off period, you are responsible for the resulting decrease in value and Cozy Cove has the right to offset this decrease in value against the amount that you would be refunded. It is therefore important that you handle the product with care during the cooling-off period. We also request that you always return the products in the original packaging, to the extent that this is reasonably possible.

c. How to Use the Cozy Cove Service

To use the Cozy Cove Service, you must inform Cozy Cove of your decision to return the product before the cooling-off period (14 calendar days) has expired. You can do this in several ways:

• Via our web chat;
• Via our web form;
• Via e-mail.

In all cases, please provide as much information as possible so that we can process your request immediately:

• SKU (product reference visible on the box/product page) of the product you want to return;
• The reason why you want to return the product;
• Whether the product is in its original box, if not, please provide the dimensions of the box in which the product is packed. Please note that all products to be returned must be disassembled;
• If you have discovered damage and this is the main reason for the return, we would like to receive photos of the damage. These photos help us to identify the cause of the problem, so that we can prevent it from happening again in the future.

After you have indicated that you want to use the Cozy Cove Service, we will send you an email confirmation.

d. Returning My Product

Upon receipt of your request to return a product using the Cozy Cove Service and provided that your request meets the requirements set out herein, Cozy Cove will organize the return of your product by:

• Delivery to a parcel point; or
• Picking up the product by a carrier.

Cozy Cove will provide all relevant information about the Cozy Cove Service return method applicable to your situation.

e. Costs Related to the Cozy Cove Service and Refund

When using the Cozy Cove Service, EUR 9.99 will be charged per returned product. This cost will be deducted from your refund.

After deduction of EUR 9.99 per product, all payments made up to that point (limited to the product returned via the Cozy Cove Service) will be refunded as soon as possible and in any case no later than 14 days after you have informed Cozy Cove of your decision to use the Cozy Cove Service. Cozy Cove may, however, delay the refund until we have received the product back or until you have provided proof that you have returned the product, whichever occurs first.

Unless expressly agreed otherwise, we will always refund you using the same payment method that was used to complete the original transaction. You will not be charged any fees for carrying out the refund.

If your purchase was made via Klarna, you have the option to delay the payment until your return has been processed by Cozy Cove. You can find this option in your Klarna account.

2. Legal Right of Withdrawal for Products Sold by Cozy Cove

a. Right of Withdrawal

For most items sold by Cozy Cove, you have a legal right of withdrawal of 14 days. However, some product categories are not covered by the legal right of withdrawal, a list of which is provided in the special section "Exceptions to the right of withdrawal and Cozy Cove Service".

The cooling-off period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, has received the product. If multiple products have been ordered, the cooling-off period only starts on the day after you have received the last package.

Please note: The legal right of withdrawal only applies if you have made the purchase as a consumer.

b. Obligation of the Customer During the Right of Withdrawal

During the cooling-off period, you may only view and assess the product as you would in a physical store. If you have gone further than necessary to determine the nature and characteristics of the item during the cooling-off period, you are responsible for the resulting decrease in value and Cozy Cove has the right to offset this decrease in value against the amount that you would be refunded. It is therefore important that you handle the product with care during the cooling-off period. We also request that you always return the products in the original packaging, to the extent that this is reasonably possible.

c. Exercising the Right of Withdrawal and Associated Costs

In order to exercise your right of withdrawal, you must inform Cozy Cove of your decision to withdraw from the contract before the withdrawal period has expired. You can do this in several ways:

• Via our web chat;
• Via our web form;
• By sending us the European model withdrawal form (see below). Using this form is not mandatory. We prefer the above options.
• Or in another unambiguous, clear statement to Cozy Cove at: Cozy Cove, Desire Mergaertstraat 34/2, 8800, Roeselare, Belgium, sales@cozycove.be

In cases where you use the option via the Cozy Cove website to indicate that you are exercising your statutory right of withdrawal, we will send you an acknowledgment of receipt of the withdrawal as soon as possible via a secure data carrier (for example by e-mail).

d. Obligations of Cozy Cove in Case of Withdrawal

If you withdraw from the contract, you will receive all payments you have made up to that point (for products returned using your right of withdrawal), as soon as possible and in any case no later than 14 days after you have informed Cozy Cove of your decision to withdraw from the contract. Any costs you incur to return the products in your own way will not be reimbursed by Cozy Cove.

However, we may withhold reimbursement until we have received the product back or until you have provided proof that you have returned the product, whichever occurs first.

Unless expressly agreed otherwise, we will always refund you using the same payment method that was used to complete the original transaction. You will not be charged any fees for carrying out the refund.

If your purchase was made via Klarna, you have the option to withhold payment until your return has been processed by Cozy Cove. You can find this option in your Klarna account.

3. Exceptions to the Statutory Right of Withdrawal and the Cozy Cove Service

The statutory right of withdrawal and the Cozy Cove Service do not apply to:

• Products that spoil quickly or have a limited shelf life;
• Products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery (for example: cosmetics);
• Customised products or products that are clearly intended for a specific person (for example: a t-shirt printed according to your specifications);
• Audio and video recordings and computer software whose seal has been broken after delivery (for example: a sealed DVD containing a specific film);
• Products that are irreparably mixed with other items after delivery due to their nature (for example: petrol after filling the tank);
• Alcoholic beverages, the price of which has been agreed upon when concluding a consumer purchase, but the delivery of which can only take place after 30 days or more, and the actual value of which depends on fluctuations in the market over which the trader has no influence (for example: special seasonal wines);
• Individual newspapers, magazines or journals.

4. No Statutory Right of Withdrawal or Cozy Cove Service for Products Sold by Cozy Cove to Business Customers

As a business customer, you are not entitled to a cooling-off period. Please consult the business General Terms and Conditions for the conditions that apply to business customers.

If you have made a purchase from an external seller as a business customer, the General Terms and Conditions used by that seller apply.