30-Day Return and Exchange Policy

Last updated July 5, 2024

Overview

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

Immediate Cancellation

• If you wish to cancel an order, please contact us within 48 hours of placing your order (not including weekends) so we can fully refund your purchase before your order leaves the warehouse. 

Post 48-Hour Cancellation

• If your order has yet to ship and it's beyond the 48-hour window, you may still request a cancellation by contacting us. We will do our best to accommodate your request, but processing may have progressed to a stage where cancellation is only feasible with incurring costs.

Cancellation After Shipment

• Policy: Once your order has been processed and left our warehouse, canceling it is no longer possible.

• Procedure: Upon receipt of the shipped item, initiate a return by contacting our customer service as detailed in the Returns Policy section. This ensures that your return is processed efficiently and without delay.

Telephone - 1 (888) 323-2699

Email - support@cozyglowstoves.com

Representatives are available Monday through Friday from 9 am to 5 pm EST.

Returns Policy

Eligibility

For your order to be returned, it must:

• Be in new, unused condition

• Be in its original unopened packaging

Timeframe

• Eligible orders may be returned or exchanged within thirty (30) days from delivery.

Proof of Purchase

• An order confirmation, receipt, or proof of purchase is required for all returns and exchanges.

Non-Returnable Items

Orders for the following products 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 Orders or Personalized Items

• Gift Cards

• Products listed as non-returnable on individual product pages

Return Process

1. Initiate a Return:

• To begin a return, contact our customer service team at support@cozyglowstoves.com or 1 (888) 323-2699.

• Please provide the following information:

1. Your Name & Contact Information (phone number/email address)

2. Date of Your Purchase

3. Order Number

4. Details about the item(s) you are requesting to return

5. Type of Request: Return/Exchange/Other

6. Reason for the return/exchange

2. Prepare Your Return:

• Ensure your item(s) is packed securely in its original packaging, including all accessories and documentation.

1. Special Note: If a “buy one, get one” promotion was applied to your order, both items must be returned for a full refund. If both items are not returned, the value of the “free” item will be deducted from any refund or credit towards an exchange.

• Attach a completed copy of the Return Merchandise Authorization form securely to your product(s). 

3. Return Authorization:

• Our customer service team will provide a Return Merchandise Authorization (RMA) number, instructions for returning your item(s), and the return address.

4. Return Shipping Costs:

• The customer is responsible for all shipping charges associated with returning an item unless the item was damaged or defective when it was delivered. In the event of a damaged or defective order, customers will be provided with a prepaid shipping label or bill of lading (BOL), allowing items to be returned to us at no charge.

• Shipping costs are non-refundable. Shipping charges will be dedicated if a refund is requested.

5.  Return Your Order

• Freight Returns

1. Our customer service representatives will set up the return shipping for freight returns. Within 48 hours of initiating the return, we will provide you with a bill of lading (BOL) and return authorization. Both forms must be presented to the driver at the time of pick-up.

2. The item(s) to be returned must be crated/packaged as they were when they were delivered and outside the home, in the same spot they were delivered to, for easy pick-up (if they are not, transport will refuse pick-up and charge a substantial fee that will be deducted from any potential refund in addition to the cost of shipping and restocking fee).

3. The homeowner is responsible for calling the transport company to arrange pick-up. When arranging pick-up, they must mention that a lift-gate truck is needed for pick-up.

4. Once the item(s) is returned undamaged, we will issue a refund on the credit card used to make the purchase, minus the transport fee ($300 minimum) and the 20% restocking fee.

• Parcel Returns

1. The customer is responsible for setting up returns initially delivered via parcel (Fed Ex/UPS). We strongly recommend using a trackable shipping service or purchasing shipping insurance.

Returns on Refused at Delivery

1. You may be able to initiate a return on your item by refusing it upon delivery.

2. The cost of return transportation (for freight shipments) will be deducted from any refund or credits toward an exchange in addition to the 20% restocking fee.

3. Upon refusal of your delivery, please do the following:

Freight Shipments:

• Please email us as soon as possible at support@cozyglowstoves.com to notify us that you have refused your shipment and wish to initiate a return on the item(s).

• Include the order number and refused shipment in the subject heading

• Include the homeowner's name and reason for the refused shipment in the email

• Cozy Glow Stoves will contact the transportation company and file the paperwork to reroute it to our warehouse.

• Any refund will be credited back to the original form of payment minus a $300 return shipping fee and the 20% restocking fee.

Parcel Shipments

• Please email us as soon as possible at support@cozyglowstoves.com to notify us that you have refused your shipment and wish to initiate a return on the item(s). Our customer support team will provide you with a Return Merchandise Authorization that we will need to be completed before crediting you for the return of your order.

• Cozy Glow Stoves will contact the shipping company (UPS/Fed Ex) to return your shipment to our warehouse.

• Once your item(s) is returned, we will issue a refund on the original form of payment minus a 20% restocking fee.

Refund Policy

Eligibility for Refunds

• Items must be in their original unused condition and packaging.

• Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.

Refund Process

1. Approval:

• If your return is approved, we will initiate a refund using the original form of payment.

2. Processing Time:

• Refunds are processed within 7–10 days from receipt and inspection of the returned item.

• Once processed, refunds may take 3-5 business days to reflect in your account, depending on your bank or credit card company's processing times.

Restocking Fee

Standard Fee:

• All returned items are subject to a 20% restocking fee to cover processing costs. This fee is automatically deducted from your refund amount.

Fee Waiver Conditions:

• The restocking fee will not be applied in the following circumstances:

• Defective Items: If the item you received is defective upon arrival.

• Incorrect Item: If you receive an incorrect item due to an error on our part.

• Damaged During Shipping: If your item is damaged during shipping, this damage is confirmed by the shipping carrier.

• Documentation Required: To facilitate the waiver of the restocking fee, please provide photographic evidence of the defect, damage, or incorrect item received. Email this documentation to support@cozyglowstoves.com. Our customer service team will review the evidence and inform you of the waiver status.

How to Submit Documentation:

• Please email the required photographic evidence to our support team at support@cozyglowstoves.com. Ensure that the photos or videos clearly show the issue. Include your order ID in the email for faster processing.

Late or Missing Refunds

If you believe that your refund is late or missing, please take the following steps:

1. Recheck your bank account for all pending and posted transactions.

2. Contact your credit card company. Depending on the card issuer, it may take some time for refunds to be officially posted.

3. If you have completed the previous steps and believe your refund is late or missing, please email support@cozyglowstoves.com for assistance.

Exchange Policy

Orders placed through Cozy Glow Stoves are eligible for one (1) exchange transaction.

Eligibility

• All returned products for exchange must be new and unused in their original packaging.

Timeframe

• To be eligible for an exchange, products must be postmarked and returned within thirty (30) days of their initial delivery.

Returned Shipping Costs

• The customer is responsible for all shipping costs associated with an exchange. 

• Freight Shipments:

• Cozy Glow Stoves will set up all return shipping on freight item(s).

• In addition to a standard 20% restocking fee, a minimum $300 return shipping fee for freight shipments will be assessed on all returned merchandise. These costs will be deducted from the credit for the new item(s).

• Parcel Shipments: 

• The customer is responsible for setting up all return shipments for exchange transactions initially shipped from our warehouse via parcel delivery.

• A standard 20% restocking fee will be deducted from the credit utilized towards the new item(s).

Proof of Purchase

• All returns and exchanges require an order confirmation, receipt, or proof of purchase.

Non-Returnable Items

Orders for the following products 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 Orders or Personalized Items

• Gift Cards

• Products listed as non-returnable on individual product pages

Exchange Process

• To initiate an exchange transaction, please email customer support at support@cozyglowstoves.com. Follow the steps in the Return Process mentioned above to return your item(s) to our warehouse.

• Replacement orders will be shipped from our warehouse once your returned item(s) is received and inspected. Once we've received your item(s), 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 before issuing a replacement order. 

• Once we verify that your initial purchase is in "as new" condition, we will place a new order for your replacement product and process it accordingly.

• Our customer support team will provide delivery times for your replacement item(s), but they typically fall within our standard delivery time of 7-10 business days.

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.

• Immediately send an email to support@cozyglowstoves or call Cozy Glow Stoves at 1-888-323-2699 with the tracking/PRO #, description of damaged goods, a copy of the signed delivery receipt noting the damage/exception #, and photos and/or video of the damage.

• Report concealed damage with photos and/or video within 24 hours of delivery. Carriers usually require concealed damage to be reported within five days after delivery.

• Customers will not be charged for return shipping or assessed a restocking fee when their order is delivered damaged or defective.

• For complete instructions regarding handling damaged or defective shipments, please refer to our detailed shipping policy at https://cozyglowstoves.com/policies/shipping-policy.

Important Notes

• If unavailable during your scheduled delivery window, the customer will be responsible for any storage or return-to-sender fees incurred. This amount will be deducted from any refund.

• Items damaged by the weather are not covered under the manufacturer's warranty and are not returnable at any time.

• Refunds and exchanges will only be accepted within 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.

Contact 

• For any questions concerning our return policy, please get in touch with us at:

Cozy Glow Stoves 

Telephone: 1(888) 323-2699

Email: support@cozyglowstoves.com

Address: 17515 OH-93, Logan, OH 43138

Hours of Operation:

Monday - Friday

9 am - 5 pm EST