Thank you for shopping at CouHome. We want you to be fully satisfied with your purchase. If, for any reason, you are not completely happy with your order, we offer a return and exchange policy to ensure your satisfaction. Please review the following guidelines and procedures:
1. Eligibility
- Products Eligible for Return/Exchange: We accept returns and exchanges for eligible products that are unused, in their original condition, and accompanied by the original proof of purchase (receipt, order confirmation, etc.). Some items may be excluded from this policy, including but not limited to personalized or customized products, clearance items, and perishable goods.
- Timeframe: To be eligible for a return or exchange, you must notify us within 24 Hours from the date of delivery. After this period, unfortunately, we cannot accept any returns or exchanges.
2. Return Process
- Notification: To initiate a return or exchange, please contact our customer service team at Support@couhome.com. Provide your order details, including the order number and the reason for the return or exchange. Our team will guide you through the process and provide further instructions.
- Packaging: When returning the product, please ensure it is securely packaged to prevent damage during transit. We recommend using the original packaging if available.
- Shipping: You will be responsible for the return shipping costs, unless the return or exchange is due to our error or a defective product. We recommend using a trackable shipping method to ensure the safe delivery of the return. We are not responsible for any lost or damaged returns during transit.
- Inspection and Refund: Once we receive the returned product, our team will inspect it to ensure it meets the eligibility criteria mentioned above. If approved, we will process the refund to your original payment method within 5 business days. Please note that the refund may exclude any original shipping charges.
3. Exchange Process
- Notification: If you would like to exchange a product, please follow the same process mentioned above for returns. Provide your order details, including the order number and the reason for the exchange. Our customer service team will guide you through the exchange process and provide further instructions.
- Availability: Exchanges are subject to product availability. If the desired item is not available, we will issue a refund for the returned product, following the refund process outlined above.
4. Damaged or Defective Products
- Reporting: If you receive a damaged or defective product, please contact our customer service team within 2 days of delivery. Provide details of the issue, along with supporting evidence such as photographs or videos. We will work with you to resolve the issue promptly.
- Replacement or Refund: Depending on product availability, we will either send you a replacement for the damaged or defective item or issue a refund, including any shipping charges incurred.
5. Non-Returnable Items
The following items are generally non-returnable:
- Personalized or customized products
- Clearance or sale items
- Perishable goods
- Gift cards
6. Non-Refundable Expenses
Please note that the following expenses are non-refundable:
- Original shipping charges (unless the return or exchange is due to our error or a defective product)
- Return shipping costs (unless the return or exchange is due to our error or a defective product)
- Any additional fees associated with the return, such as customs or import duties
7. Contact Us
If you have any questions, concerns, or inquiries regarding our Return & Exchange Policy or the return/exchange process, please contact our customer service team at Support@couhome.com. We are here to assist you and ensure your complete satisfaction.