Refund policy

 Return and Refund Policy

1. Return Policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Returns are only available if the original product has a confirmed defect or damage.

To be eligible for a return:

  • Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
  • The reason for return must be due to a confirmed quality issue or damage that occurred during shipping.

You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@coraliaandco.com. Once we confirm that a return is necessary, we will provide you with a return address based on your location, directing you to the nearest partnered return warehouse. Items sent back to us without first requesting a return and receiving confirmation will not be accepted.

2. Damages, Issues, and Exchanges
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you experience any quality issues or damage:

  • Provide photographic evidence of the issue before getting approval for a refund or return.
  • If confirmed to be a product quality issue or shipping damage, you can choose one of the following options:
    • Option 1: If you still wish to use our product but are unhappy with the received item's quality, you can pay only the shipping fee to receive a brand new, quality-checked product. You can keep the original product for other purposes (e.g., for your pets). This reduces the carbon footprint by minimizing shipping.
    • Option 2: If you insist on returning the product, we may ask you to send it to a partner return service that we work with, ensuring that the return process creates less carbon footprint. Please note that the return service provider’s policies will also apply.

3. Inspection Period
We require up to 5 business days to inspect the returned product before deciding whether a refund should be issued.

4. Additional Verification
For quality issues or damages, we suggest at least one of the following verification before issuing a return label:

  • Pictures of the product upon receiving, including those provided by the shipping service.
  • Front door security camera footage as evidence of damage, if available.
  • Date and time-stamped photos of the damaged product.

No return label will be issued without this evidence.

5. International Returns
All products are shipped from the US. For international returns or exchanges:

  • The same conditions apply (evidence of damage or quality issues).
  • For international returns, a restocking fee will be charged if you insist on returning the product.
  • We recommend using Option 1 above (paying an additional shipping fee to receive a brand new product) instead of returning the item.

6. Payment and Refund Policy for PayPal Transactions
We accept payments via PayPal for your convenience. Please note that PayPal may hold funds for a period of time as part of their payment processing procedure, which is outside of our control.

Dispute Resolution Process:
We take customer satisfaction seriously and are committed to resolving any issues fairly. However, we ask that customers follow our internal return and refund process before escalating disputes through PayPal. This ensures that we can address your concerns directly and efficiently.

Conditions for PayPal Refunds:
To be eligible for a refund through PayPal:

  • The product must be returned to us in unused, unopened, and original condition.
  • The customer must provide evidence of the product’s issue, such as photographs, detailed descriptions, or other documentation that supports the reason for return.

False Claims and Abuse:
We reserve the right to dispute any PayPal claims that we believe are fraudulent or abusive. This includes claims where the product has not been returned, is returned in a used or damaged condition, or the product does not have the alleged defect or issue.

Legal Disclaimer:
By purchasing from our website, you agree to comply with our return and refund policy and to provide accurate and truthful information in the event of a dispute. We will pursue all available legal avenues to protect our business from fraudulent claims, including but not limited to challenging claims with PayPal, pursuing legal action, and reporting abuse to the appropriate authorities.

Chargebacks:
Chargebacks occur when a customer disputes a charge with their credit card company, leading the bank to reverse the transaction. We take chargebacks seriously, and we are committed to resolving issues directly with our customers before it escalates to this point.

To minimize the risk of chargebacks:

  • Clear Communication: We clearly communicate our return and refund policy, including any associated fees or conditions.
  • Documentation: We maintain detailed records of all transactions, including communications with the customer, evidence of shipping and delivery, and any other relevant documentation.
  • Evidence Submission: In the case of a dispute, we will provide the credit card company with all relevant evidence, including proof that our policies were followed, to help defend against unwarranted chargebacks.

Any customer who attempts to misuse the chargeback process may be barred from future purchases and may face further legal action.

7. European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

8. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@coraliaandco.com.