Refund policy

Couchz Returns Policy

Key information

- 14 days return period
- 20 % restocking fee
- 3-5 business days for processing refunds (after the product is received )    
At Couchz.co.uk, customer satisfaction is our top priority, and we are dedicated to providing quality products that meet the high standards our customers have come to expect from us.

Please Read Our Return & Refund Policy Carefully:

Return:

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that all items on sale are non-refundable.

To be eligible for a return, your item must be in the same condition in which you received it – unworn or unused, with tags, and in its original packaging. Additionally, you will need to provide the receipt or proof of purchase.

To initiate a return, please contact us at support@couchz.co.uk. If your return request is accepted, we will provide you with a return shipping label along with detailed instructions on where and how to send your package. Kindly note that items sent back to us without prior return authorization will not be accepted.

For return inquiries, feel free to contact us at support@couchz.co.uk. How can customers initiate product returns?

  • Via email

How will customers obtain the return label?

  • For defective products: Download & Print 
  • For cases of customer remorse: Customer's responsibility 

What is the restocking fee?

  • A 20% restocking fee will apply On change of Mind products/ Customers remorse 

Permissible product conditions for returns:

  • New

UNDER WHICH CIRCUMSTANCES DO WE OFFER RETURNS & REFUNDS:

Incorrect product:

If you discover that your order is incorrect or flawed, please get in touch with us via email at support@couchz.co.uk. Provide photos of the incorrect product, and we will arrange for a return shipping label. Once tracking information is available, we will promptly dispatch a replacement product.

Exchange:

Product exchanges are only available for defective or damaged items. Should you need to exchange your product for the same one, please reach out to us via email at support@couchz.co.uk. We will facilitate the exchange process at no additional cost.

Change of mind:

Regrettably, change of mind returns are not acceptable after 14 days . No returns or refunds will be processed in such cases. Please note considerations for Color, Size, and Texture.

Order cancellation:

We typically process and ship orders promptly. If you wish to cancel your order, please contact us immediately. While we will make an effort to involve our processing department, we cannot guarantee order cancellation once the product has been dispatched and received.

** All refunds will be issued after the returned product is received and inspected. Please 3-5 business  days for the refund to reflect in your checking account. Your satisfaction as a customer is of utmost importance to us.

Refunds (if applicable):

Upon receiving and inspecting your return, we will send you an email to confirm the receipt of your returned item. Subsequently, we will notify you regarding the approval or rejection of your refund request. If approved, the refund will be processed, and the credit will be applied to your original method of payment or credit card within 3-5 business   days.

Delayed or missing refunds (if applicable):

If you have not yet received your refund, we recommend first checking your bank account. Sometimes, there might be a delay before the refund is officially posted. If further assistance is needed, contact your credit card company. Additionally, please note that processing times can vary before a refund is fully processed.

Return Shipments To:

OCZ LTD T/A COUCHZ
Reg. No: ⁠14301967

Address: Unit A, 82 James Carter Road, Mildenhall, Suffolk IP28 7DE, United Kingdom.

Customer Support:
Phone: 01473599120
Email: support@couchz.co.uk