Refund policy

Welcome to Couchy (“we,” “us,” or “our”). We are committed to providing a high-quality shopping experience. If you would like to request a return or an exchange after receiving your order, please review the policy below.

1. Return & Exchange Period

From the date you receive your order, you have 30 days to request a return or exchange. Please submit your request within this timeframe so we can assist you promptly.

2. Return & Exchange Eligibility

We accept return or exchange requests in the following situations:

• The product has an appearance or quality defect.
• The product has an odor, a significant color difference, or another material mismatch compared to the description.
• You received an item that does not match your order.
• You want to return or exchange for personal reasons (change of mind).

3. Return Process

To request a return, please contact our customer service by email or phone and provide:

• Order number
• Proof of payment
• Reason for return or exchange
• Relevant photos or videos

Our team will review your request as soon as possible. If approved, we will provide the return address. Please send the item to the address provided. After we receive the return, we will inspect the item and process the refund accordingly.

4. Exchange Process

For an exchange, the steps are similar to a return:

• Submit your request with the required information.
• Our customer service team reviews it and provides the return address.
• Return the item and we confirm it meets the exchange conditions.
• We ship the replacement item within 1-3 business days after approval.

Please refer to our Shipping Policy for estimated transit times.

5. Refunds

After a return is approved, we will process your refund within 1-5 business days. Refunds are issued back to the original payment method used at checkout (Visa, MasterCard). Bank processing times may vary.

6. Return Shipping Fees

Return shipping fees are handled as follows:

• If the return or exchange is due to a quality issue, appearance defect, odor, significant color difference, or an incorrect item, we will cover the return shipping cost.
• If the return is requested for personal reasons (change of mind), the return shipping cost is the customer’s responsibility.

7. Responsibility Statement

We do our best to keep items safe during shipping. Returns and exchanges must follow the procedure above; otherwise, we may be unable to accept the request.

8. Contact

If you have any questions or need assistance, please contact us:

Tel: +1 925-586-7882
E-mail: info@couchy.shop
Address: 5801 Summertree Ct, North Chesterfield, VA 23234-5946, United States
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time, CST)