Refund policy
Last updated: 13 September 2026
Your right to change your mind
For most products bought online from Coziflo, you have a legal right to change your mind and receive a refund.
You must let us know within 14 days after the day you receive your order. You then have a further 14 days to return the eligible items to us.
You may inspect products in the same way you would in a shop. However, we may reduce your refund if an item has been handled more than necessary and its value has been reduced.
Hygiene products
For health and hygiene reasons, we cannot accept change-of-mind returns for sealed products that have been unsealed after delivery where they are unsuitable for return for hygiene reasons.
This may include items such as:
- Tampons
- Sanitary pads
Simply opening your Coziflo delivery box does not automatically mean your whole order cannot be returned.
This does not affect your legal rights if an item is faulty, damaged, incorrect or not as described.
How to cancel or return an order
To let us know that you wish to cancel or return an eligible item, contact us at:
Please include your name and order number where possible.
Unless we have agreed otherwise, you are responsible for the cost of returning items when you have simply changed your mind.
Returned goods must be sent back within 14 days of telling us you wish to cancel. We recommend using a tracked or reliable postal service and keeping proof of postage.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged, incomplete or incorrect, please contact us as soon as possible at hello@coziflo.co.uk so we can help.
Your legal rights are not limited to the 14-day change-of-mind period. Faulty goods may qualify for a refund replacement under UK consumer law.
Refunds
If you cancel an eligible order, we will refund you within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever happens first. Once we have received and inspected your return, we will notify you of the outcome. If a refund is due, it will be issued automatically to your original payment method. Please note that your bank or card provider may take additional time to process and show the refund in your account.
Subscriptions
Cancelling or pausing future Coziflo subscription deliveries is separate from returning an order you have already received.
Please see our Subscription and Cancellation Policy for information about managing your subscription.