Return and Refund Policy

Last updated: 12/04/2025

Important information:

• 14-day return period
• 7 days for the processing of refunds
• 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 do not hesitate to contact our support team at support@Couwad.com. We are here to support you at every step.

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-measure items.
• Articles explicitly marked as non-returnable in the product description.
• Any product not meeting the above criteria.

We recommend that you carefully read the product descriptions and policies before making a purchase. If you have any questions about a product's return eligibility, contact our support team at support@Couwad.com before buying.

Return process:
Submission by email: Send an email to our returns team at support@Couwad.com with the following details:

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

We offer 3 return options:

Option 1: Refund to the 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 fees are the responsibility of the customer and may vary due to the location of our warehouse in China. Contact your carrier for exact rates. We recommend using a tracked service for secure delivery.

Option 2: In-store credit (value of 120%)

• 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 fees are the responsibility of the customer and vary according to the carriers' rates. With this option, you receive 120% of the item's value as store credit, providing additional 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 original item in this case.
• Fees: No additional fees are applied.
• Treatment: A replacement is sent once we confirm that the item is defective or incorrect.

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

Return shipment:
We apologize for any inconvenience caused by the return of 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 monitor 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 of refunds, exchanges, and replacements:
Refund to the 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 choose in-store credit, it will be issued immediately after we have confirmed and inspected the return. Use it for future purchases on our website.

Replacement :
For approved replacements, the new item will be shipped immediately after confirmation of 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 transport, or an incorrect item due to our error, we are here to help you. In these cases, we will provide a free replacement (no refund offered).

Transport-related damages:
If your order arrives with visible damage related to transport, inform us within 14 days. We will coordinate the return and send a replacement free of charge.

Incorrect article (our mistake):
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.

Client Responsibilities:
When using our return process:

• Secure packaging: Pack the item carefully to avoid any damage during transport.
• Return shipping fees: Customers are responsible for return shipping fees. We recommend using a tracked service 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 through updates on our website, clearly marked with effective dates. Please review this policy regularly, especially before making 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 such cases, we offer a partial refund of 75% of the order value (minimum 20 €), with 25% withheld as restocking fees. Alternatively, customers can request a free reshipment within 15 days of notification.

Contact for returns and support:
For any questions, concerns, or to initiate a return, 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!