Refund policy

At CouchProtect, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help you get it right.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

2. European Union 14-Day "Cooling Off" Period

Regardless of the above, if the merchandise is being shipped into the European Union, you have the statutory right to cancel or return your order within 14 days for any reason and without justification.

3. Eligibility & Condition

To be eligible for a return, your item must be:

  • In the same condition that you received it (unworn or unused).
  • With all original tags attached and in its original packaging.
  • Accompanied by the receipt or proof of purchase.

4. Size Guarantee & Exchanges

We understand that finding the perfect fit can be tricky with online clothing.

  • The Couch Protect Size Swap: To save you the high cost and hassle of international return shipping, we often offer a "Keep it & Coupon" solution. Contact us, and we can provide a replacement size at a significant discount so you can keep the original item to gift to a friend!

  • Standard Exchange: If you prefer a traditional exchange, you may return the item to us. Please note that for size-related exchanges, the customer is responsible for return shipping costs.

5. How to Start a Return

To start a return, please contact us at contact@couchprotect.com

  • Return Address: Approved returns must be sent to: Calle Jesus Nazareno, 21, 4B, 38003, Santa Cruz de Tenerife, Spain

  • Important: Items sent back to us without first requesting a return will not be accepted.

6. Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at contact@couchprotect.com so we can evaluate the issue and make it right.

7. Non-Returnable Items For the safety and hygiene of all our customers, certain types of items cannot be returned. These include:

  • Hygiene-Sensitive Items: For health and hygiene reasons, Underwear, Swimwear, and Earrings cannot be returned or exchanged once the original packaging/seal has been opened or the hygiene strip has been removed.

  • Custom Products: Any items that are personalized or made-to-order.

  • Perishable Goods: Such as food, flowers, or plants.

  • Personal Care Products: Beauty products and cosmetics.

  • Final Sale: Items marked as "Final Sale" and all Gift Cards.

8. Refunds

We will notify you once we’ve received and inspected your return. 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.