Return and Refund Policy

Last updated: 12/04/2025

Important information:

• 14-day return period
• 7 days for refund processing
• No restocking fees (except for unclaimed orders)
• Shipping insurance fees are non-refundable

Introduction:
At Couwad, we are committed to providing high-quality products and an exceptional shopping experience. We understand that returns may sometimes be necessary, and our return policy is designed to be clear, fair, and simple for our valued customers.

If you have any questions or concerns regarding our return policy, please feel free to contact our support team at support@Couwad.com. We are here to assist you every step of the way.

Please read the policy below carefully to fully understand our return process.

Return conditions:
Deadline: Customers must contact us within 14 days of the delivery date to initiate a return. Returns are valid for 7 days after approval by our support team.

Eligible items: Products must meet the following conditions to be eligible for a return:

• The product must be new and unused.
• It must be returned in its original packaging.
• All tags and accessories included with the product must be intact and included in the return.
• The product must show no signs of wear, damage, or alteration.

Non-returnable items: For hygiene and safety reasons, the following items cannot be returned:

• Underwear, including bras and panties.
• Cosmetic and skincare products.
• Customized or made-to-order items.
• Items explicitly marked as non-returnable in the product description.
• Any product that does not meet the above criteria.

We recommend reading product descriptions and policies carefully before making a purchase. If you have questions about a product's eligibility for return, contact our support team at support@Couwad.com before purchasing.

Return process:
Email submission: Email our returns team at support@Couwad.com with the following details:

• Your order number (e.g., #1234).
• The email address used for your purchase.

We offer 3 return options:

Option 1: Refund to original payment method

• Requirements: The item must be returned and received at our warehouse.
• Processing time: Refunds are processed within 7 business days after inspection of the returned item.
• Return shipping costs: Return shipping costs are the responsibility of the customer and may vary due to the location of our warehouse in China. Please contact your carrier for exact rates. We recommend using a service with tracking for secure delivery.

Option 2: Store credit (120% value)

• Requirements: The item must be returned to our warehouse.
• Processing time: Store credit is issued immediately after inspection of the returned item.
• Return shipping costs: Return shipping costs are the responsibility of the customer and vary according to carrier rates. With this option, you receive 120% of the item's value as store credit, providing added value for your return.

Option 3: Replacement for defective or incorrect items

• Requirements: Provide photos of the damaged or incorrect item.
• Return request: No need to return the initial item in this case.
• Fees: No additional fees are applied.
• Processing: A replacement is sent once we confirm that the item is defective or incorrect.

Note: DO NOT return items to the address on the packaging, as they will not be accepted. We will provide you with the correct return address via email.

Return shipping:
We apologize for any inconvenience caused by returning items to our warehouse in China. To ensure a smooth process and maximum customer satisfaction, please send all returns to our designated return address in China.

Return address notification:
We will provide you with the specific return address once your return request is approved. You will receive a confirmation email with the details.

Tracking for secure returns:
To ensure efficient processing, please ship your return with a tracking service. This allows us to track its progress and confirm its safe arrival.

Note: We are not obligated to issue a refund until the item is received at our warehouse. The responsibility for return shipping costs lies with the customer.

Processing refunds, exchanges, and replacements:
Refund to original payment method:
Once we receive and inspect your returned item, the refund will be initiated to your original payment method. Depending on your bank's processing time, it may take up to 7 business days to appear in your account.

Store credit:
If you opt for store credit, it will be issued immediately after we confirm and inspect the return. Use it for future purchases on our website.

Replacement:
For approved replacements, the new item will be shipped immediately after confirming a defective or incorrect product. We aim to deliver your replacement as quickly as possible.

Note: Processing times may vary depending on individual cases.

Damaged or incorrect items:
If you receive a defective item, damaged during shipping, or an incorrect item due to our error, we are here to help. In these cases, we will provide a free replacement (no refund offered).

Shipping-related damages:
If your order arrives with visible shipping-related damages, please inform us within 14 days. We will coordinate the return and send a replacement at no cost.

Incorrect item (our error):
If you receive an incorrect item due to our error, we apologize for the inconvenience. Contact support@Couwad.com for instructions, and we will send the correct item promptly.

We may request photos or details to process replacements efficiently.

Customer responsibilities:
When using our return process:

• Secure packaging: Pack the item carefully to avoid any damage during shipping.
• Return shipping costs: Customers are responsible for return shipping costs. We recommend using a service with tracking and labeling the package as "RETURN" for smooth processing.

Policy updates:
Our return policy may evolve to better serve you and comply with regulations. We will inform you of changes via updates on our website, clearly marked with effective dates. Please check this policy regularly, especially before a purchase, to stay informed. Continued use of our services after updates implies acceptance of the revised terms.

Unclaimed or refused orders:
If a delivery is refused or unclaimed, it will be returned to our warehouse. In these cases, we offer a partial refund of 75% of the order value (minimum 20 €), with 25% retained as a restocking fee. Alternatively, customers may request a free reshipment within 15 days of notification.

Contact for returns and support:
For any questions, concerns, or to initiate a return, please contact our dedicated support team:

Email: support@Couwad.com

Customer service hours:

• Monday to Friday: 8:00 AM – 6:00 PM
• Saturday and Sunday: 10:00 AM – 4:00 PM

We aim to respond within 24 to 48 hours, although response times may vary during peak periods. Thank you for choosing Couwad — we are committed to ensuring your satisfaction!