Refund policy

Last Updated: September 3, 2026

At Couje, we want you to shop with confidence. We understand that sometimes a product may not be the right fit, and we have created this Return & Refund Policy to make the process as clear and straightforward as possible.

This policy explains when returns are accepted, how to request a return, who is responsible for return shipping, how refunds are processed, and what to do if your order arrives damaged, defective, or incorrect.

By placing an order with Couje, you agree to the terms outlined below, subject to any rights and protections provided to you under applicable consumer protection laws.

1. Our 30-Day Return Window

Couje accepts eligible returns requested within 30 calendar days of the date your order is delivered, for any reason.

To qualify for a return, the product should:

  • Be returned within the applicable 30-day period.
  • Be unused and in substantially the same condition in which it was received.
  • Include the original packaging, accessories, tags, and other components where applicable.
  • Be accompanied by proof of purchase or a valid order number.

Products that have been used, damaged, altered, or returned in a condition that prevents them from being resold may be refused or refunded only in part, except where the return relates to a defective, damaged, or incorrectly supplied product.

Our 30-day return policy does not limit any mandatory rights you may have under applicable law.

2. Return Shipping

The responsibility for return shipping depends on the reason for the return:

Reason for Return Return Shipping
Changed your mind Customer's responsibility
No longer want the product Customer's responsibility
Ordered the wrong product Customer's responsibility
Selected the wrong size or variant Customer's responsibility
Product is defective Couje's responsibility
Product arrived damaged Couje's responsibility
Incorrect product received Couje's responsibility
Order-related error caused by Couje Couje's responsibility

For customer-initiated returns, Couje does not reimburse return shipping costs. In some cases involving damaged, defective, or incorrect items, we may tell you to keep the item and issue a refund or replacement without requiring a return.

We recommend using a tracked shipping service when returning an item and keeping your shipping receipt until the return has been completed.

3. No Restocking Fees

Couje does not charge restocking fees for eligible returns. You will not be charged an additional fee simply because you return an eligible product.

4. How to Request a Return

Please contact us before sending your product back.

Email support@couje.com and include:

  • Your full name.
  • Order number.
  • Product name.
  • Reason for the return.
  • Photos or videos where relevant, particularly for damaged, defective, or incorrect products.

Our customer service team will review your request and reply within 24 hours on business days with the return address and the appropriate return instructions.

Please do not send your return to our company address unless we specifically instruct you to do so. Contacting us first ensures your return is sent to the correct facility and can be processed without delay.

5. Return Authorization & Instructions

Once your request has been reviewed, we will let you know whether the return can proceed and provide the applicable return instructions.

If your return is approved, please:

  • Package the product securely, preferably in its original packaging.
  • Include all applicable original components and accessories.
  • Follow the return instructions provided by our customer service team.
  • Ship the item back within 14 days of our confirmation.
  • Retain your shipping receipt and tracking information.

Couje is not responsible for returns sent to an incorrect address or returned without following the provided return instructions.

6. Product Condition

For a change-of-mind return, products should be returned in their original condition. You may reasonably inspect a product to determine its nature, characteristics, and functionality. However, excessive use, damage, alteration, or handling beyond what is reasonably necessary to inspect the product may affect eligibility for a full refund, where permitted by applicable law.

Products should be securely packaged to reduce the risk of damage during return transportation.

7. Damaged, Defective, or Incorrect Orders

We carefully inspect and process orders, but occasionally an item may arrive damaged, defective, or different from what was ordered.

If this happens, please contact us at support@couje.com within 48 hours of delivery where possible.

Please provide:

  • Your order number.
  • A description of the problem.
  • Clear photographs or videos of the product.
  • Photographs of the shipping box and packaging if the item arrived damaged.

This information helps us investigate the issue with our fulfillment and shipping partners.

If the issue is confirmed to be our responsibility, Couje will provide an appropriate resolution: a replacement or a full refund, at no return shipping cost to you. In many cases, you will not need to return the item at all.

8. Items That Cannot Normally Be Returned

Certain products may not be eligible for return due to their nature or applicable legal restrictions. Depending on the product, this may include:

  • Perishable goods.
  • Personalized or custom-made products.
  • Sealed products that are unsuitable for return for health or hygiene reasons once opened.
  • Gift cards.
  • Other products identified as non-returnable before purchase.

Any product-specific return restrictions will be disclosed on the applicable product page or at checkout. If you are unsure whether a product is eligible for return, please contact us before sending it back. Nothing in this section is intended to remove any non-excludable rights you may have under applicable law.

9. Refund Process

Once your returned product has been received, Couje will inspect it to determine whether it meets the applicable return requirements. After the inspection, we will notify you of the outcome by email.

If your return is approved:

  • Your refund will be issued to the original payment method.
  • Refunds are processed within 5–7 business days of us receiving and approving the return.
  • Depending on your bank or card provider, it may take a further 5–10 business days for the amount to appear in your account.

10. Late or Missing Refunds

If the refund timeframe above has passed and you have not received your money:

  1. Check your bank or payment account again.
  2. Contact your credit card company or payment provider, as additional processing time may be required.
  3. If you still have not received your refund, contact us at support@couje.com and we will trace the payment.

11. Exchanges

We do not offer direct exchanges. If you would like a different product, size, color, or variant, you may request a return for the original eligible item and place a new order for the product you prefer. For products that are defective, damaged, or incorrectly supplied, please contact us before placing a new order so we can determine the appropriate solution.

12. Orders Returned to Sender

A shipment may be returned to us because of customer-related circumstances, including refusal of delivery, failure to collect a package, an incorrect or incomplete delivery address, or repeated failed delivery attempts.

If an order is returned to us for these reasons, we will contact you to arrange reshipment or cancellation. If the order is cancelled, the purchase amount will be refunded; costs for reshipment may apply. This does not apply where the return to sender resulted from an error attributable to Couje.

13. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information during checkout. If you notice that your shipping address is incorrect, please contact us at support@couje.com immediately.

Because orders may enter processing shortly after purchase, we cannot guarantee that an address can be changed before dispatch. If an order has already been shipped, additional shipping costs or delays resulting from incorrect or incomplete information supplied by the customer may be the customer's responsibility, subject to applicable law.

14. Lost or Delayed Packages

If your order appears to be delayed, please first review the tracking information provided with your shipping confirmation. If tracking has stopped updating or you believe your package may have been lost, contact us at support@couje.com with your order number.

We will work with the relevant carrier or fulfillment partner to determine the status of the shipment. If a package is confirmed to be lost, we will provide a replacement or full refund at no additional cost to you.

15. Cancelling an Order

If you need to cancel an order, please contact us at support@couje.com as soon as possible after placing it. Our fulfillment process may begin shortly after an order is submitted, which means we cannot guarantee that a cancellation request can be completed before processing or dispatch.

If the order has already been dispatched, you may return the item after delivery in accordance with this Return & Refund Policy.

16. Promotional & Sale Products

Unless otherwise stated, products purchased during a sale, promotion, or discount campaign remain subject to the same applicable return and consumer protection rights as products purchased at regular price. A promotional price does not remove or reduce any mandatory consumer rights. Certain promotional offers may have specific terms disclosed at the time of purchase.

17. Consumer Rights

This Return & Refund Policy is intended to explain Couje's standard return procedures. It does not limit, exclude, or replace any rights that cannot legally be excluded under applicable consumer protection laws.

If you receive a product that is defective, damaged, materially different from its description, or otherwise does not meet applicable legal requirements, you may have additional rights or remedies. Where applicable law provides rights that differ from this policy, the applicable law will prevail.

18. Questions About Returns or Refunds?

Our customer service team is available to help with questions regarding returns, refunds, damaged products, defective products, incorrect orders, and delivery issues.

Store Name: Couje
Company Address: 118 Cameron Rd, Cameron, South Carolina, 29030, United States

Email: support@couje.com
Phone Number: +1 (908) 417-6082

Opening hours customer service:
Monday - Friday: 9:00 AM - 5:00 PM (EST)
Saturday - Sunday: Closed

Response time: We aim to respond within 24 hours on business days.