Refund policy
30 Day Guarantee Policy
We have a 30-Day Guarantee Policy that offers free replacement options for products that arrive damaged, defective, or not what you ordered. Please note this policy excludes damage caused by customer use or by pets.
To be eligible for the 30-Day Guarantee Policy, you’ll need to provide proof of purchase and send a picture showing any issues with the item if relevant. After 30-days from the date the item was delivered, you will not be eligible for the 30-Day Guarantee Policy.
Returns & Exchanges
We offer returns for an exchange or store credit within 30 days of purchase.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@couchcareofficial.com.
If your return is accepted, we’ll send you instructions on how and where to send your package. It is your responsibility to pay for return shipping. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@couchcareofficial.com.
Modifications to orders
If you need to change the item(s) in your order, please contact us as soon as possible.
We usually ship orders within 24 hours of them being placed so it's possible your order has already been shipped and thus we cannot change your order.
Exclusions
If orders are not fulfilled or delivered by a specific holiday or the timeframe quoted during checkout, this does not qualify for a refund. Global supply chain issues and severe weather are out of our control and can impact shipping times.
Please note that all product images form part of the product description and are intended to provide a clear representation of the item. However, due to variations in monitor settings, lighting, and display quality, slight colour differences may occur. These minor deviations do not constitute a fault and are not eligible for return under our change of mind policy.
Lost parcels
If your package is marked as successfully delivered by the postal company and to the correct address provided at checkout but it has not been received, it is possible your package was stolen from your address. In these rare cases, we advise you to file an investigation with the postal carrier and your local non-emergency police.
Since there is no way for us to verify that items were not received, since our system and the postal carriers tracking system show it as delivered, we cannot issue a free replacement or refund.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We do not offer refunds for change of mind or customer mis-measurement.
If you are approved for a refund, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@couchcareofficial.com.
