Refund policy

Return & Refund Policy

1. Return Window We offer a 60-day return policy. You have 60 days from the date you receive your item(s) to request a return. If 60 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns To be eligible for a return, your item must meet the following criteria:

• The item must be in the same condition that you received it: unworn, unwashed, unused, and with all original tags attached.

• The item must be in its original packaging.

• You must provide a receipt or proof of purchase (Order number).

3. Non-Returnable Items The following items cannot be returned:

• Gift cards.

• Items marked as "Final Sale" or promotional items (unless defective).

• Customized or personalized products.

4. Return Process & Shipping Costs To initiate a return, please contact us at hello@coutgo.com for approval. Returns sent back to us without prior authorization will not be accepted.

• Return Shipping: The customer is responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable. We do not provide return shipping labels.

• Return Address: Once your return is approved, please ship the package to:

• Address: 2646 River Avenue, Suite C, Rosemead, CA 91770

5. Restocking Fee To cover administrative, inspection, and repackaging costs, a 10% restocking fee will be applied to all returns. This fee will be deducted from your final refund amount.

• Exception: The restocking fee is waived if the return is due to our error (e.g., incorrect item sent, manufacturing defect).

6. Damages, Defects, and Issues Please inspect your order immediately upon reception. If you receive a defective, damaged, or incorrect item, you must contact us within 7 days of delivery at hello@coutgo.com with photos of the issue.

• For confirmed defective or damaged items, we will offer a full refund or replacement, and the restocking fee will be waived.

7. Refund Processing Time Once your return is received and inspected by our warehouse team:

1. We will notify you via email of the approval or rejection of your refund based on the condition of the item.

2. Partial Refunds/Rejection: If the item is returned damaged, used, missing tags, or not in its original condition, we reserve the right to grant only a partial refund or deny the refund entirely.

3. Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.

8. Cancellations We accept order cancellations only before the order has been processed or shipped. If you wish to cancel, please contact us immediately.

• If the order has already been processed by our logistics team, it cannot be canceled. You will need to wait for the item to arrive and then follow the return process.

9. Contact Us For any questions regarding our return and refund policy, please contact us:

• Email: hello@coutgo.com