cozyglowstoves Skip to content
Free Delivery on All Orders Over $75 - Curbside Delivery in 7-10 Days
Free Delivery on All Orders Over $75 - Curbside Delivery in 7-10 Days

Return, Cancellation, and Exchange Policy

30-Day Return and Exchange Policy

Last updated May 19, 2024

Thank you for choosing Cozy Glow Stoves. We're thrilled to have you as a customer and hope you're delighted with your purchase! If, for any reason, it doesn't fully meet your expectations, we invite you to return it for a refund, store credit, or an exchange. Your satisfaction is our priority. For more details on our return policy, please see below.

Cancellations

If you need to cancel an order, please get in touch with us within 48 hours of your purchase (not including weekends) so we can fully refund your purchase before your order leaves the warehouse. Once your order is shipped it can no longer ben cancelled. You contact our customer care representatives via:

Telephone - 1 (888) 323-2699
Email - support@cozyglowstoves.com
Representatives are available Monday through Friday from 9 am to 5 pm EST.

Returns & Exchanges

All returns/exchanges must be postmarked within thirty (30) days of delivery. All returned items must be in their original, unopened packaging and in the same condition as when it was delivered.

We do accept returns or exchanges if you change your mind. However, please note that the customer is responsible for all return shipping costs, and a 30% restocking fee will be deducted from any refund.

Return Process

To return or exchange an item, please email customer service with the following information to obtain a Return Merchandise Authorization (RMA) number:

  • Name
  • Best contact phone number and/or email address you can be reached at
  • Order Number
  • Type of Request: Return/Exchange/Other
  • Date of Purchase
  • Reason for the return/exchange

After receiving an RMA number, attach a completed copy of the Return Merchandise Authorization form securely with your product, then mail/ship your return to the address provided by our customer support specialist. Please note that you, the customer, will be responsible for all return shipping charges. We strongly recommend using a trackable method to mail/ship your return. 

Refunds

After receiving your return and inspecting the condition of your item, we will process your return to be credited back to the original form of payment. Please allow at least fourteen (14) days from receiving your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

Exchanges

Replacement merchandise will not be shipped from our warehouse until returned merchandise is received and inspected. Once we've received your merchandise we will send you a confirmation email that your return has been received. Please allow up to 48 hours (not including weekends) for Cozy Glow Stoves to inspect your returned product prior to issuing a replacement order. Once we've verified that your initial purchase is in "as new" condition, a new order for your replacement product will then be placed and processed accordingly.

Damaged / Defective Products

 If you notice any visible damage upon delivery, note it on the delivery receipt and refuse the freight. Contact Cozy Glow Stoves Support Dept. for replacement. If the receipt is electronic, get an exception number from the driver/carrier.

Send an email to Cozy Glow Stoves with the tracking/PRO #, description of damaged goods, a copy of the signed delivery receipt noting the damage/exception #, and photos of the damage.

For concealed damage, report it within 24 hours of delivery with photos and videos. Carriers usually require concealed damage to be reported within five days after delivery. In the event of concealed damage upon delivery, Cozy Glow Stoves will cover the return shipping costs to ensure a smooth resolution.

For defective or damaged products, please get in touch with us at the contact details below to arrange a refund or exchange*:

 

Customer Support Email: support@cozyglowstoves.com
Customer Support Telephone: 1 (888) 323-2699
Business Hours: Monday through Friday 9 am - 5 pm
*See our Shipping Policy for instructions regarding damaged shipments.

Incorrect / Missing Items

Please refuse delivery for any incorrectly shipped items. Notate this and any missing items on the bill of lading and contact our customer care team immediately. 
Our customer care team will work with our network of brands and distributors to ensure a corrected shipment is initiated within 48 hours.

Restocking Fee

A 30% restocking fee will be deducted from all returns and exchanges.  

Exceptions

 The following items cannot be returned or exchanged:

  • Obsolete or Special-Order Items
  • Products that have been used, installed, or burned
  • Customer-Damaged Items: Any product damage caused by improper use, handling, or installation by the customer is excluded from our return policy
  • Final Sale and Clearance Items
  • Custom or Personalized Items
  • Gift Cards
  • Products listed as non-returnable on individual product pages 

Important Notes

    • The customer will be responsible for any storage or return-to-sender fees incurred if unavailable during your scheduled delivery window. This amount will be deducted from any refund amount.
    • In instances where a "Buy One, Get One" promotion was applied to your purchase, it is essential to note that for a complete refund, both items within the promotion must be returned. You will be charged for the "free" item if you do not return both products.
    • Items damaged by the weather are not covered under the manufacturer's warranty and are not returnable at any time.
    • Refunds and exchanges will not be accepted outside of the 30-day window. Any defects or issues that should arise outside of this 30-day window will be considered warranty claims. Please see individual product pages for warranty details.

     

    QUESTIONS?

     If you have any questions concerning our return policy, please get in touch with us at:

     +1(888) 323-2699
    support@cozyglowstoves.com