At COZY LUMEN, we want you to love your new lighting. If for any reason something isn’t quite right, we’re here to make it easy with a fair and straightforward returns process.

This policy applies to all purchases made on cozy lumen (our website). It complies with UK Consumer Contracts Regulations and EU Consumer Rights Directive for distance selling.

1. Right to Cancel (Cooling-Off Period) – Non-Faulty Items

You have the legal right to cancel your order and return items for a full refund (including original shipping costs) if you change your mind.

• You must notify us of your decision to cancel within 14 days from the day you (or someone you nominate) receive the goods.
• You then have another 14 days to return the items to us.

To cancel, simply email us at andrewcructly@gmail.com with your order number and reason (optional). We’ll send you instructions and a returns label if needed.

What you need to know:

• Items must be unused, in original condition, with all tags, packaging, and accessories intact.
• Return shipping costs are your responsibility (unless the item is faulty – see below).
• We recommend using tracked, insured shipping for fragile items like chandeliers – we’re not responsible for loss/damage during return transit if uninsured.
• Refunds (including original delivery costs) will be issued to your original payment method within 14 days of receiving the returned goods (or proof of return, if sooner).

2. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or not as described, you’re protected under UK/EU law.

• Notify us as soon as possible (ideally within 14 days of delivery, but up to 30 days for a full refund if faulty).
• Provide photos of the issue and your order number.
• We’ll arrange collection (at our cost) or issue a prepaid returns label where possible.

Options:

• Full refund (including delivery and return shipping costs).
• Replacement (if available).
• Repair (if feasible).

Refunds issued within 14 days of us receiving the returned item or confirming the fault.

3. Exceptions – Non-Returnable Items

The following cannot be returned under the cooling-off right (legal exceptions apply):

• Custom-made, personalised, or made-to-order items (e.g., bespoke chandeliers sized/coloured to your specifications).
• Items that have been installed, wired, or used (electrical safety reasons).
• Items clearly marked as final sale/clearance on the product page.

If faulty, these are still covered under fault/damage rules above.

4. How to Return an Item

1. Email andrewcructly@gmail.com with your order number and details.
2. Pack the item securely in original packaging (or equivalent) to prevent damage – chandeliers/fragile lights need extra protection.
3. Send to the address we provide (usually our UK/EU returns hub).
4. Keep proof of postage/tracking.

We inspect returns upon receipt. If the item doesn’t meet conditions (e.g., used/damaged by customer), we may offer a partial refund or refuse it.

5. Refunds

• Processed to original payment method.
• We don’t charge restocking fees for standard returns.
• Original shipping is refunded only for full cancellations (cooling-off) or faulty items.
• Return shipping (for non-faulty) deducted if prepaid label used and cost exceeds standard.

Questions?

We’re happy to help! Contact us at andrewcructly@gmail.com – we usually reply within 24 hours (Monday–Friday).

Thank you for shopping with COZY LUMEN. We appreciate your understanding and aim to make every experience positive.

Last updated: February 2026