Refund policy

Refund and Return Policy for Couplesets.com:

At Couplesets.com, we strive to ensure your utmost satisfaction with our products. If for any reason you are not completely happy with your purchase, we offer a straightforward refund and return policy. However, please note that personalized/customized products (including customized size, engraved, and customized color) cannot be returned, except where the item arrives damaged or defective.

1. Eligibility for Refunds and Returns:
   - Non-personalized products: You may initiate a return and request a refund within 30 days of receiving your order.
   - Damaged or defective products: If you receive a damaged or defective item, please contact our customer support team within 7 days of delivery to request a return and refund.

   - Defects that appear later than this 7-day window are covered by our one-year warranty — see our Warranty page: https://www.couplesets.com/pages/warranty

2. Return Process:
   - To initiate a return, please contact our customer support team via email (support@couplesets.com), providing your order details and reason for the return.
   - Once your return request is approved, we will provide you with the necessary return instructions and address.

- Returns must be shipped back to our returns centre in Hong Kong, China. The returns address will be confirmed in the return authorisation email once your request is approved.
- Return shipping is an international shipment and the cost is paid by the customer. We do not provide prepaid return labels for change-of-mind returns. If the return is due to a damaged or defective item, we will cover the return shipping cost.
- Please use a tracked shipping method. We are not responsible for returns lost in transit without tracking.   - Please ensure that the returned item is unused, in its original packaging, and securely packed to prevent any damage during transit.
- You will be responsible for the return shipping costs unless the return is due to a damaged or defective product.

3. Refund Process:
   - Upon receiving the returned item, our team will inspect it for any signs of use or damage.
   - If the returned item meets our eligibility criteria, we will initiate a refund within 3 business days.
  - The refund will be issued using the original payment method and the amount refunded will exclude any shipping charges. For items that arrive damaged or defective, the original shipping charge will also be refunded.
- We do not charge any restocking fees on returns.
4. Non-Refundable and Non-Returnable Items:
  - Personalized/Customized products: Due to their customized nature, we are unable to accept returns or offer refunds for these items, except where the item arrives damaged or defective. In that case, please contact us within 7 days of delivery.
  - Refunds are issued to the original payment method. Amounts paid with store credit or gift cards are refunded as store credit; promotional discounts are not refundable.

5. Exchanges:
   - We currently do not support direct product exchanges. If you wish to exchange an item, please follow the return process to receive a refund and place a new order for the desired item.

If you have any further questions or concerns about our refund and return policy, please feel free to reach out to our customer support team (support@couplesets.com). We value your satisfaction and will be glad to assist you.

Last Updated: October 2026