Refund & Return Policy

Last Updated: May 2024

1. Introduction & Our Commitment to Craftsmanship

Founded on July 17, 2022, Coyzoon has been dedicated to the art of creating premium handmade leather accessories that are built to last. We stand behind the quality and integrity of every stitch, cut, and finish that leaves our Shenzhen workshop. This Refund & Return Policy reflects our commitment to your complete satisfaction and is designed with the same clarity and care that defines our products. We understand that purchasing handmade goods online requires trust, and we strive to make every aspect of your experience, including any necessary returns, as seamless and fair as possible.

2. Return & Exchange Eligibility

We accept returns and exchanges for most items under the following conditions:

• Timeframe: You have 30 days from the date you receive your item to initiate a return or exchange.
• Condition: The item must be in brand new, unused, and original condition, with all tags attached and original packaging intact. Items must show no signs of wear, damage, or alteration.
• Proof of Purchase: A valid order number or receipt is required.
• Non-Returnable Items: Due to the personal nature of certain goods, personalized or monogrammed items are final sale and cannot be returned unless defective.

3. How to Initiate a Return or Exchange

Important: All returns and exchanges must be pre-approved by our support team. Unsolicited returns sent without approval may be refused at the destination.

To begin the process, please contact our customer support within the 30-day window using one of the following methods:

• Email: support@coyzoon.com
• Phone: +86 755 2814 5678 (During Customer Support Hours)
• Contact Form: Via our website
• Live Chat: Available via the chat app in our store

Please provide your order number and the reason for your return or exchange. Our team will guide you through the approval process and provide you with the necessary instructions and the correct return address for our Shenzhen facility.

4. Return Shipping & Costs

Understanding the logistics of international returns is important:

• Customer-Paid Returns: For returns based on change of mind or non-defective items, the customer is responsible for all return shipping costs to our warehouse in China.
• Coyzoon-Paid Returns: We will cover the cost of return shipping if the item is defective, damaged upon arrival, or if we made an error in your order (e.g., wrong item shipped). In such cases, we will provide a prepaid return shipping label or arrange a carrier pickup.
• Shipping Method: You may use the postal service or carrier of your choice. We strongly recommend using a trackable and insured shipping service, as you are responsible for the item until it arrives at our facility. Coyzoon is not liable for return packages that are lost or damaged in transit.

5. Inspection & Refund Process

Upon receipt of your return at our facility (Room 1203, 12th Floor, Zhenqian Mansion, Shenzhen), our quality team will inspect the item to ensure it meets our return conditions.

• Approved Returns: Once the return is approved, we will initiate a refund to your original method of payment.
• Refund Processing Time: Please allow up to 5 business days for the refund to be processed after inspection approval. The time it takes for the credit to appear in your account will then depend on your bank or payment provider's policies.
• Restocking Fees: There are no restocking fees for returns that meet our policy conditions.
• Original Shipping: The cost of original outbound shipping is non-refundable, except in cases where the return is due to our error or a defective product.

6. Exchange Process

To exchange an item for a different size, color, or product:

1. Follow the steps above to initiate a return and request an exchange.
2. Once your return is approved and we receive the original item, we will ship the requested exchange item to you.
3. For size/color exchanges where the price is identical, we will ship the new item at no additional shipping cost. If the new item is of higher value, you will be charged the price difference.

7. Defective or Damaged Items

We take great pride in our quality control. However, if you receive an item that is defective or damaged:

• Contact Us Immediately: Please contact our support team within 48 hours of delivery.
• Provide Evidence: We will request clear photos or a short video of the defect or damage, as well as images of the packaging.
• Resolution: We will promptly arrange for a prepaid return label and, upon receipt of the defective item, ship a replacement to you at no cost or process a full refund, according to your preference.

8. Refund Method & Timing

• Method: All refunds are issued only to the original payment method used for the purchase (e.g., the same credit card or PayPal account). We cannot issue refunds to alternative methods.
• Timeline: The 5-business-day processing period begins once we have received and approved your return. After we process the refund, it may take an additional 5-10 business days for the funds to be reflected in your account, depending on your financial institution.

9. Non-Returnable Situations

Returns will not be accepted, and refunds will not be issued if:

• The item is not in its original, new, and unused condition.
• The 30-day return window has expired.
• The item is a personalized or monogrammed product (unless defective).
• The return was not pre-authorized by our support team.
• The item was damaged due to customer misuse or improper care.

10. Contact Us

For any questions regarding our Refund & Return Policy, please do not hesitate to contact our dedicated support team.

Coyzoon Customer Support
Email: support@coyzoon.com
Phone: +86 755 2814 5678
Office Address:
Room 1203, 12th Floor, Zhenqian Mansion
Gongye Road, Longhua Street, Longhua District
Shenzhen City, Guangdong Province
China 518110

Customer Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM (GMT-06:00) Central Standard Time (Chicago)

We value your business and are committed to ensuring a resolution that honors your trust in the Coyzoon name.