Return & Refund Policy

Your 30-day return window

Request an eligible return or exchange within 30 calendar days after delivery by contacting service@couatye.com. The date you contact us within that period records your request. This voluntary window does not limit mandatory rights for defective, damaged, incorrect or misdescribed goods.

Change-of-mind eligibility

Items must be unused, unwashed and in their original condition, with supplied accessories and original packaging where reasonably possible. Cosmetics, skin care and personal-care items must retain any original hygiene seal and be unopened for a change-of-mind return. These hygiene conditions do not remove remedies for a faulty or incorrectly supplied item.

How to request and send a return

1. Send your order number, the item name and reason for the request. Include photos where relevant to damage, defects or an incorrect item.
2. We will assess the request and provide the appropriate return-facility address and instructions. If more information is needed, we will explain why.
3. After receiving instructions, send the eligible item within 14 calendar days, unless a different period is agreed or required by law. Keep proof of postage and use a trackable service where practical.

Return address: request it from customer service before sending goods. The business registration address below is not automatically a return facility. Return facilities may be overseas; please ask us about location and likely postage before starting a change-of-mind return.

Who pays the shipping?

• Change of mind: you pay return postage. Original delivery charges are not refundable unless applicable law requires otherwise.
• Damaged, defective, incorrect or materially misdescribed item: we provide a suitable return, replacement or refund solution at no additional cost to you. Where a return is required, we provide a prepaid method or arrange reasonable postage reimbursement.

We charge no restocking fee. Please agree any postage-reimbursement arrangement with us before paying for a return. This does not restrict mandatory reimbursement rights.

Refund method and timing

We review received returns and notify you of the outcome. Approved refunds are issued to the original payment method within 5–10 business days after receipt and inspection, or approval of a refund that requires no return. A shorter statutory deadline takes priority. Your bank or provider may need additional time to display the credit.

For a seller error, an undelivered order or a valid statutory cancellation, we refund delivery charges when required. We will not force store credit in place of a monetary refund that you are entitled to receive. If you have not received an expected refund, contact us with your order number.

Exchanges, cancellations and order problems

Exchanges depend on stock availability. We will explain any price difference or delivery arrangement before proceeding; a refund is available where an appropriate replacement cannot be supplied.

Contact us promptly to cancel or amend an order before dispatch. We help where operationally possible and charge no cancellation fee. After dispatch, use this return process, subject to mandatory cancellation rights. Report a damaged or incorrect item when reasonably possible; a delay in providing photos does not automatically remove your legal rights.