Returns with Couchies are easy and pleasant! ♻️

(Last updated: 05/05/2025)

If you didn't liked your Couchie (😢) for any reason we’re here to help. ❤️

Scope and Purpose

This Return and Refund Policy applies to all purchases made through the Couchies website.

Contact Information

If you have any questions about returns or refunds, please contact our customer service via:

• Email: support@couchies.eu

• Phone: +48 781169933

• Address: ul. Ogarna 117/118/2, 80-826, Gdańsk, Pomorskie, Poland

Return Window

Customers have the right to cancel their purchase and return the product within 14 days of delivery, without providing any reason.

Return Instructions

• Return Notification: To initiate a return, please contact our customer service at support@couchies.eu, providing your order number and a detailed reason for the return.

• Return Authorization: After reviewing your request, we will send you detailed instructions and, if applicable, a prepaid return label.

Packaging and Shipping

• Securely pack the product in its original packaging, including all labels and tags.

• Include the return authorization form and any necessary documents or photos.

• Download and print the return label from the link provided in our email.

Return Costs

• Defective Products:
  No cost to the customer.
  This applies to products that are incorrect, damaged during delivery, or defective in any way.

• Customer Changed Mind (Incorrect Choice):
  The customer bears the actual cost of return shipping.
  Applies to situations where the product was not suitable, the customer changed their mind, or ordered the wrong item.

Specific Return & Refund Conditions

• Change of Mind:
  If you change your mind after purchase, you may return the product within 14 days of delivery, provided it is unused, undamaged, and in its original packaging.

• Defective Products:
  If you receive a defective product, please contact our customer service immediately. Couchies will cover the return shipping costs and provide a replacement or full refund.

• Damaged Products:
  If your product arrives damaged, send us photos of the damage within 48 hours of receiving the item. We will evaluate the case and cover the return shipping if necessary.

• Incorrect Product:
  If you receive the wrong product, contact us and we will arrange a return and ensure you receive the correct item.

• Product Not Delivered:
  If your product does not arrive, please contact us so we can initiate an investigation with the courier. If the item is not found, we will offer a full refund or a replacement.

• Order Cancellation After Placement:
  You may cancel your order before it is shipped. If it has already been shipped, follow the return procedure after receiving the item.

Policy for Damaged or Defective Items

If you receive a damaged or defective item, contact our customer service within 48 hours. Send us photos of the damage or defect. After inspection, if approved, we will provide a replacement or a full refund.

Policy for Undamaged Products

If you change your mind, you may return an undamaged and unused product within 14 days of delivery. Make sure the product is in its original packaging.

Timeframes

• Return Window: Returns must be reported and shipped within 14 days of receiving the product.

• Refund Processing: Once we receive and inspect the returned product, we will issue a refund within 7 business days. You will receive an email confirmation.

• Return Conditions: A return is approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrect items are approved after inspection.

• Refund Period: Once the return is approved, the refund will be processed to the original payment method within up to 7 business days.

• Refund Method: Refunds will be issued to the original payment method used at purchase.

Return Policy Exceptions

The following items cannot be returned:

• Custom-made or personalized products

• Hygiene-related items (e.g., socks, underwear), unless unopened and unused

Return Address

All returns should be sent to:
ul. Leśmiana 5/52, 80-280, Gdańsk, Pomorskie, Poland

Shipping Method and Costs

• Shipping Method: FedEx + Tracking

• Restocking Fee: 0 PLN

Legal Rights

This policy does not affect any applicable legal rights.

Questions

Visit our FAQ page or contact our customer support:
https://couchies.eu/help-center

Brand name: Couchies
Company Name: Made In Poland BPJ Sp. z o.o.
Address: ul. Ogarna 117/118/2, 80-826 Gdańsk, Pomorskie, Poland
Email: support@couchies.eu
Contact Form: https://couchies.eu/help-center
Phone: +48 781169933
Company Number: 5833498995
VAT Number: PL5833498995
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM

Contact our support.