Refund policy

Our Promise to You At CoFuze™, we are committed to being your trusted partner. We want you to love your jewelry as much as we do. If you are not fully satisfied with your purchase, we are here to help you with an easy Exchange, Return, or Repair process.

1. Return Window & Eligibility

  • 30-Day Window: You have 30 days from the date of delivery (not the purchase date) to request a return.

  • Condition: To be eligible for a return, the product must be in its original condition: unworn, unused, with tags attached, and in the original packaging.

2. Non-Returnable Items (Exceptions) To ensure hygiene and quality, we cannot accept returns on:

  • Earrings: Due to hygiene and safety reasons, earrings of any type (including sets) are Final Sale.

  • Personalized Items: Custom-made items or items made to your specifications.

  • Final Sale: Items clearly marked as "Final Sale" or "Clearance" at the time of purchase.

  • Damaged by User: Items showing signs of normal wear and tear, accident, or misuse.

3. Damaged, Defective, or Incorrect Items

  • Our Responsibility: If you receive a defective, damaged, or incorrect item, CoFuze™ will cover all costs (including return shipping) and offer a free replacement or full refund.

  • How to Report: Please contact support@cofuze.com within 30 days of delivery.

  • Proof Required: To speed up the process, please provide your order number and clear photos or a short video showing the issue.

    • Note: We do not require a specific video length, just clear evidence of the defect.

4. Return Shipping & Costs

  • Customer Preference: If the return is due to a change of mind (e.g., wrong size ordered, preference change), the customer is responsible for return shipping costs.

  • Restocking Fee: We generally do not charge a restocking fee. However, unauthorized returns (sent without prior approval) may be refused or subject to a 15% handling fee.

  • Important Address Note: Please DO NOT send your purchase back to the manufacturer or the address on the shipping label. You must contact us to confirm the correct Authorized Return Address.

5. Refund Process

  • Inspection: Once your return is received and inspected (usually within 3-5 business days), we will notify you of the approval or rejection of your refund.

  • Refund Timeline: If approved, your refund will be processed immediately. The credit will appear on your original payment method within 5-10 business days, depending on your bank's processing time.

    • Note: Original shipping fees and currency exchange fees are non-refundable.

6. Cancellations

  • Before Shipment: You may cancel your order for a full refund if you contact us within 24 hours of placing the order OR before the item has been shipped.

  • After Shipment: Once the item has shipped, the order cannot be canceled. You will need to wait for the item to arrive and proceed with the standard return process.

7. Self-Service Returns For your convenience, you can initiate a return directly through our store:

  1. Log in to your account via the profile icon.

  2. Select the order and items you wish to return.

  3. Select a return reason and submit the request.

  4. Once approved, you will receive shipping instructions via email.

8. Legal & Consumer Rights This policy is designed to be fair and transparent, supplementing your statutory rights.

  • UK/EU Customers: We comply with the Consumer Rights Directive 2011/83/EU. You have the right to cancel/return within 14 days, but we have voluntarily extended this to 30 days for your peace of mind.

  • Global Compliance: We respect consumer protection laws in major jurisdictions (Australia ACL, Singapore CPFTA, etc.).

  • Regional Support: Return instructions in other languages (Arabic, Spanish, Russian, Japanese) are available upon request via support.

Need Help? Contact our Customer Service team anytime: support@cofuze.com