Refund policy

Refund & Returns Policy – The Cosy Clue Club (UK‑Compliant Draft)

Last updated: 31.03.2026

This Refund & Returns Policy applies to all purchases made through The Cosy Clue Club website at www.thecosyclueclub.com and covers subscription payments, monthly mystery evidence packs, and issues with delivery for customers in the United Kingdom.

This policy is written to align with UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which give consumers specific rights when buying goods and services online, such as a 14‑day cooling‑off period for most distance contracts and clear remedies for faulty goods.

Nothing in this policy affects or limits your statutory rights under UK law.

1. Subscription payments

  • The Cosy Clue Club operates as a monthly rolling subscription for mystery evidence packs.

  • Your chosen payment method will be charged automatically on a recurring basis (for example, each month on the same date or on the billing date shown at checkout).

  • You may cancel your subscription at any time via your account or by contacting us using the details in the How to contact us section below. Cancelling your subscription stops future renewals only; it does not automatically refund payments that have already been processed.

  • Once a subscription payment has been successfully processed, it is generally non‑refundable, except where a refund is required under applicable consumer law (for example, if goods are faulty, not as described, not fit for purpose, or where you exercise a statutory right to cancel).

1.1 Cooling‑off rights for subscription contracts (UK consumers)

For most online subscription contracts, UK consumers have a legal 14‑day cooling‑off period from the day after the contract is formed (usually the date of your first order confirmation) during which they can cancel without giving a reason, subject to certain exemptions.

  • If you sign up and then change your mind within this 14‑day period, please contact us to cancel. If no goods have yet been dispatched and no services performed, we will provide a refund of payments taken in line with legal requirements.

  • If you ask us to start fulfilling your subscription during the cooling‑off period (for example, by dispatching your first pack immediately) and then cancel, we may deduct a proportionate amount for any goods or services already supplied, as permitted by law.

  • Additional or renewal cooling‑off rights may arise as the UK introduces new rules for subscription renewals; where required by law, we will notify you of any renewal cooling‑off period and how to exercise your rights.

2. Monthly mystery evidence packs (returns, change of mind & exclusions)

Due to the nature of our subscription mystery evidence packs:

  • Packs are prepared and dispatched in limited, themed runs and cannot be restocked once shipped.

  • Monthly evidence packs are non‑returnable once dispatched, unless they are damaged, defective, or not as described in a way that gives you a right to a refund, repair, or replacement under consumer law.

  • We do not accept returns or issue refunds for change of mind, dislike of the theme, or where you have already opened and used the contents, except where a statutory cooling‑off right applies and its conditions are met.

If you choose to cancel a future month before we begin processing your next pack (for example, before the cut‑off date notified on‑site or in your confirmation emails), that upcoming payment will not be taken and no pack will be sent for that period.

Where UK law grants you a 14‑day cooling‑off right for goods bought online, you may cancel within that period and, where required, return the goods in order to receive a refund of the price and basic delivery cost, subject to the conditions set out in section 5 below.

3. Damaged, defective or incorrect items (your rights under the Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.

If your pack or any item inside it arrives:

  • Damaged; or

  • Defective; or

  • Significantly different from what was described on our website,

please contact us as soon as possible and no later than 30 days after delivery where you wish to exercise your short‑term right to reject faulty goods for a refund.

When contacting us, please provide:

  • Your order number;

  • A description of the issue; and

  • Clear photographs of the outer packaging and affected item(s).

Contact us at:

  • Via the contact form on our website: https://www.thecosyclueclub.com (see the Contact page); and/or

  • By email at info@thecosyclueclub.com

Photographic evidence may be required so that we can investigate the issue with our fulfilment and delivery partners.

3.1 Remedies for faulty or misdescribed goods

If, after reviewing the issue, the goods are found to be faulty, not as described, or not fit for purpose, you are entitled to remedies under UK law, which may include:

  • A full refund within the first 30 days (short‑term right to reject);

  • A repair or replacement within a reasonable time and without significant inconvenience;

  • If a repair or replacement is impossible or fails, a price reduction or final right to reject with a refund (which may be subject to a deduction for use in some circumstances after the first 6 months).

Where appropriate, and in line with these rights, we may:

  • Issue a replacement pack or replacement item(s);

  • Offer a partial refund; or

  • Offer a full refund to your original payment method.

Any remedy will be applied in accordance with your statutory rights and our legal obligations.

4. Lost or missing shipments

If your evidence pack does not arrive:

  • Please allow a reasonable time for delivery, especially for international orders, taking into account the estimated shipping time shown at checkout and the default 30‑day delivery expectation where relevant.

  • If your shipment is confirmed lost by the carrier, we will arrange a replacement where possible. If a replacement is not possible (for example, the edition has fully sold out), we may instead offer a refund.

We are not responsible for, and will not normally refund or replace, orders affected by:

  • Incorrect or incomplete delivery addresses entered at checkout;

  • Failure to collect the parcel from a pick‑up point or post office within the carrier’s time limit; or

  • Customs delays, import duties, taxes, or other fees charged by your local authorities.

If an item is returned to us due to an incorrect address, failure to collect, or refusal to pay customs charges, additional postage charges may apply for re‑shipment. If you choose not to have the item re‑shipped, we may deduct any unrecoverable shipping and handling costs from any discretionary refund, in line with our legal rights.

5. Statutory cooling‑off period (distance‑selling rights – UK customers)

For most online purchases delivered to UK consumers, you may have a legal right to cancel your order within 14 days of receiving the goods (the “cooling‑off period”), and a further 14 days to return them, subject to certain exclusions and conditions set out in the Consumer Contracts Regulations.

5.1 How to exercise your cooling‑off right

If you wish to exercise your statutory right to cancel:

  1. Notify us clearly within 14 days of the day after you receive your goods that you wish to cancel.

  2. You can do this by email or via our contact form (see How to contact us), using the words “statutory cancellation” or similar, or by using any cancellation form we provide.

  3. You then have a further 14 days from the date you notify us to return the goods.

Once we receive the goods back (or you provide satisfactory proof of posting), we will refund:

  • The purchase price of the goods; and

  • The basic (standard) delivery cost you paid, if any.

Refunds will be made using the same payment method you used for the original transaction, unless we agree otherwise with you.

You are responsible for the direct cost of returning the goods to us unless the goods are faulty, damaged, or misdescribed.

5.2 Exemptions from the cooling‑off right

The cooling‑off right does not apply to every type of product. For example, it may not apply where goods are:

  • Made to your specifications or clearly personalised;

  • Likely to deteriorate or expire rapidly;

  • Sealed goods which are not suitable for return for health or hygiene reasons once unsealed.

Where an exemption applies to a particular product, this will be clearly indicated on the relevant product page. Mystery evidence packs that do not fall under an exemption will normally be covered by the cooling‑off rules.

6. How to contact us

If you have any questions about this Refund & Returns Policy, or you wish to request a refund, replacement, cancellation, or to exercise your statutory rights, please contact us at:

Please include your full name, order number, and a clear description of your query so that the team can assist you as quickly as possible.

7. Changes to this policy

This policy may be updated from time to time to reflect changes in our practices, in Shopify or payment‑provider requirements, or in applicable law. The version and “Last updated” date at the top of this page indicate the latest version in force.

If material changes are made to how we handle refunds, returns, or cancellations, reasonable efforts will be made to highlight those changes on our website.