Refund policy

30-Day Money Back Guarantee

We want you to feel confident ordering from CouchCare.

If you change your mind, unopened items can be returned within 30 days of delivery for a refund, provided they are in their original condition and packaging.

If you have opened your item only to inspect it or briefly check the fit, and it remains unused, unwashed and in as-new condition, you may return it within 30 days of delivery for an exchange for another size or colour.

Items that have been used, washed, stained, damaged or otherwise cannot be returned in as-new condition are not eligible for change-of-mind returns or exchanges.

Final Sale items are excluded from our change-of-mind return and exchange policy.

These conditions apply to change-of-mind returns only and do not limit any rights you may have under applicable consumer law.

Damaged, Defective or Incorrect Items

If your product arrives damaged, defective or is not what you ordered, please contact us as soon as possible at support@couchcareofficial.com.

To help us resolve the issue, we may ask you to provide proof of purchase and photographs showing the problem.

Our voluntary 30-day guarantee provides a streamlined process for eligible issues reported within 30 days of delivery. Damage caused by misuse, normal wear and tear, customer use or pets is not covered by this voluntary guarantee.

Your rights in relation to faulty or misdescribed products may continue beyond this 30-day period under applicable consumer law. Nothing in this policy limits or excludes those rights.

Returns & Exchanges

To be eligible for a change-of-mind return:

• Unopened items must be returned in their original condition and packaging.

• Opened items are eligible for exchange only where they have only been inspected or briefly checked for fit and remain unused, unwashed and in as-new condition.

• Used, washed, stained, damaged or otherwise non-resalable items are not eligible for change-of-mind returns or exchanges.

• Final Sale items are not eligible for change-of-mind returns or exchanges.

You will also need your receipt or other proof of purchase.

To start a return or exchange, contact us at support@couchcareofficial.com before sending your item back.

If your return is accepted, we'll provide instructions on how and where to send your package. Customers are responsible for the cost of returning change-of-mind items.

Items sent back to us without first requesting a return may not be accepted.

If an item is confirmed to be faulty, damaged or incorrect, return shipping costs will be handled in accordance with your applicable consumer rights.

Final Sale Items

Products clearly marked Final Sale, including CouchCare Original products sold on a Final Sale basis, cannot be returned or exchanged because of change of mind, incorrect colour selection or customer mis-measurement.

Final Sale status does not affect any rights you may have if an item is faulty, damaged, materially different from its description or incorrect.

Where local law gives you additional cancellation or return rights, those rights will continue to apply.

Modifications to Orders

If you need to change the item(s) in your order, please contact us as soon as possible.

We usually process orders quickly, so your order may already have been packed or shipped by the time we receive your request. Once an order has been processed or shipped, we may not be able to modify it.

Colour Variations

Our product images form part of the product description and are intended to provide an accurate representation of each item.

However, colours may appear slightly different depending on lighting, photography and individual screen or monitor settings. Minor colour variations of this nature are not considered a product fault.

If you simply prefer a different colour, our normal change-of-mind return and exchange conditions apply.

Delivery Timeframes

Delivery dates and timeframes displayed at checkout are estimates unless expressly stated otherwise.

Unexpected carrier delays, severe weather, customs delays and other circumstances outside our reasonable control can occasionally affect delivery times.

If your order is delayed, please contact us and we'll assist in locating it and resolving any delivery issue. Nothing in this section limits any rights you may have under applicable consumer law where an order is not supplied or is subject to an unreasonable delay.

Lost or Missing Parcels

If tracking shows that your parcel has been delivered to the correct address but you cannot locate it, please contact us so that we can assist with investigating the delivery.

We may ask you to check with other members of your household, neighbours or the carrier and, where appropriate, lodge an investigation with the postal carrier.

Where the carrier confirms that an order was successfully delivered to the correct address provided at checkout, we generally cannot provide a free replacement or refund for parcels lost or stolen after delivery.

This does not affect any rights you may have where the parcel was not correctly delivered or where applicable consumer law requires otherwise.

Non-Returnable Items

Gift cards cannot be returned for change of mind.

Final Sale items cannot be returned or exchanged for change of mind.

These exclusions do not limit any rights available under applicable consumer law.

European Union 14-Day Cooling-Off Period

Where merchandise is shipped to a consumer in the European Union, applicable EU consumer laws may provide a right to cancel an online purchase within 14 days of receiving the goods without providing a reason.

This statutory right applies notwithstanding our voluntary change-of-mind policy or Final Sale designation, except where a legal exception to the cooling-off right applies.

Customers may inspect goods to the extent reasonably necessary to determine their nature, characteristics and functioning. Customers may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary.

Please contact us at support@couchcareofficial.com if you wish to exercise this right.

Refunds

Eligible unopened change-of-mind returns will be refunded to the original payment method.

Opened items that have only been inspected or briefly checked for fit and remain unused, unwashed and in as-new condition are eligible for exchange, but not a change-of-mind refund.

Used or washed products are not eligible for a change-of-mind refund or exchange.

Final Sale items are not eligible for a change-of-mind refund or exchange.

Where a refund is required because an item is faulty, damaged, incorrect or otherwise does not comply with applicable consumer law, your statutory rights will apply regardless of the conditions above.

Once a refund has been approved, it will normally be issued to your original payment method within 10 business days. Your bank or credit card provider may take additional time to process the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@couchcareofficial.com.

Shipping Protection 

Shipping Protection guarantees replacement if your order is confirmed lost, damaged or stolen by the courier. If you decline Shipping Protection, we cannot guarantee replacement for lost or stolen orders. You can apply Shipping Protection at checkout.