Refund policy
Return & Refund Policy
Overview
Our products are made to order for you through our production partner. This affects how returns are handled, so please read the conditions below before requesting a return.
Damaged, Defective or Misprinted Items
If your item arrives damaged, defective or misprinted, or if you received the wrong product, we cover everything.
Please contact us within 30 days of receiving your order and include photos of the item and the packaging.
We will arrange a free replacement or a full refund at no cost to you. You do not pay any return shipping in these cases.
Lost Shipments
If your package is lost in transit, please contact us no later than 30 days after the estimated delivery date. We will resend your order or issue a full refund at no cost to you.
Returns and Size Exchanges
You may return or exchange an item within 30 days of delivery, including size or colour changes and returns simply because you changed your mind.
Items must be unworn or only tried on, in reasonable condition and complete.
Return shipping costs for these returns are paid by the customer. Once we approve your request, we will send you the return address and instructions. We recommend using a tracked service, as we cannot process returns that do not reach us.
Exchanges are subject to product availability.
Restocking Fees
We do not charge any restocking fees for returns or exchanges.
Incorrect or Incomplete Addresses
If a shipment is returned to us because the delivery address provided was incorrect or incomplete, or because the parcel went unclaimed, the cost of reshipping is payable by the customer.
Items We Cannot Accept
For health and hygiene reasons we cannot accept returns of sealed goods that have been unsealed after delivery.
Refunds
Once your returned item has been received and inspected, we will notify you of the approval status.
If approved, refunds are issued to your original payment method within 10 days.
Late or Missing Refunds
If you have not received your refund yet, please check your bank account again and contact your payment provider, as processing can take additional time. If the issue persists, contact us for assistance.
Right of Withdrawal for EU Consumers
If you are a consumer in the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. The 30-day return window described above is granted voluntarily in addition to this right and does not limit it. Where you exercise your right of withdrawal, you bear the direct cost of returning the goods.
Contact Information
For all return and refund inquiries: mail@coinerstore.io