Refund policy
Our Commitment to You
At CouchCoats, we take pride in the quality of our products and the experience we provide.
If something isn’t right with your order, our team is here to help and will always aim for a fair and reasonable outcome.
Faulty or Damaged Items
If your item arrives damaged or defective, you are entitled to a refund, replacement, or repair in accordance with Australian Consumer Law.
Please contact us as soon as possible so we can assess the issue promptly. To help us resolve things quickly, we may request supporting photos or videos.
Where a fault is confirmed, we will promptly arrange a replacement or issue a full refund, and any applicable shipping or handling fees will be waived.
Our goal is to resolve faulty item claims with minimal inconvenience.
Before You Purchase
To help ensure the best possible experience, we kindly encourage customers to review sizing guides, product descriptions, and colour imagery carefully before placing an order.
As our products are designed to protect and cover furniture, refunds are not offered for preference-based reasons, such as:
- Incorrect sizing or customer mismeasurement
- Colour, fabric feel, texture, thickness, or appearance
- Change of mind after purchase
These conditions apply even if the item has not been used.
Size & Colour Exchanges
If you’ve selected the wrong size or colour, we’re happy to offer an exchange, subject to stock availability.
Please note:
- Exchanges are offered in place of refunds
- Return shipping costs are the responsibility of the customer
- A $5.99 handling fee applies to approved exchanges
- Items must be returned in brand new, unused condition
Condition of Returned Items
Due to the nature of our products, we take hygiene and product integrity seriously to ensure fairness and quality for all customers.
To be eligible for an exchange, items must be strictly brand new, unused, and resaleable.
Items cannot be accepted if they show signs of use, including:
- Pet hair, human hair, lint, dust, or debris
- Odours (including pet, smoke, body, or detergent)
- Washing or wear
If a return is declined due to condition, the item may be returned to the customer, with shipping costs payable by the customer.
Shipping Costs
Shipping costs paid at the time of purchase are non-refundable once an order has been dispatched.
This applies to exchanges requested due to sizing or other preference-based reasons.
Return shipping costs are the responsibility of the customer.
Handling Fee
All approved exchanges are subject to a $5.99 handling fee.
This fee does not apply to refunds or replacements for items that are faulty or damaged under Australian Consumer Law.
Timeframe for Requests
All exchange requests must be submitted within 30 days of delivery.
How to Request an Exchange
Please contact support@couchcoats.com with your order number and details.
If approved, we’ll provide clear instructions on how to return your item.
Items sent back without prior approval may not be accepted.
Refund Processing
Once a returned item has been received and inspected, we’ll notify you of the outcome.
Approved refunds will be processed to the original payment method within 10 business days.
Please allow additional time for your bank or card provider to finalise the transaction.
Product Page Notice
The following notice appears on our product pages and forms part of this policy:
Please choose carefully.
We offer size and colour exchanges if you’ve selected incorrectly; however, refunds are not available for sizing or preference-based reasons (including colour or fabric feel).
Items must be returned brand new and free from pet hair, human hair, or debris.
Need Help?
If you have any questions about exchanges or returns our support team is always happy to help at support@couchcoats.com.