Refund policy
Return & Refund Policy — Coshen House
Our commitment
At Coshen House, your satisfaction is our priority. We want every item you order to find its perfect place in your home. If that's not the case, we're here to help you through the return or refund process.
Return window
You have 30 days from the date your order is delivered to contact us and initiate a return. Past this window, we unfortunately cannot accept the request.
Return eligibility
To be eligible for a return, your item must meet the following conditions:
- Unused and in the same condition you received it
- In its original packaging, with all tags and accessories intact
- Accompanied by proof of purchase (order number or confirmation email)
How to start a return
Email us at coshenhouse@gmail.com with your order number and the reason for your return. Our team will respond with detailed instructions, generally within 1 to 2 business days.
Return shipping costs
Return shipping costs are the customer's responsibility, unless the item is defective, damaged, or the wrong item was sent. We recommend using a trackable shipping service, as we cannot be held responsible for a return package lost in transit.
Defective or damaged items
If your item arrives defective or damaged, contact us within 48 hours of delivery, with clear photos of the issue and the packaging. Depending on the situation, we'll offer a full refund with no return required, or send a replacement item at our expense.
Order errors
If you received an item different from what you ordered, contact us immediately with your order number. We'll correct the error as quickly as possible, at our expense.
Order cancellation before shipment
If you wish to cancel your order, contact us within 12 hours of purchase. If the order hasn't yet been sent to our supplier, a full refund will be issued. Past this window, or if the order is already being processed, cancellation may no longer be possible.
Partial refunds
A partial refund may be granted in the following cases:
- The item shows clear signs of use beyond simply checking it works
- The item is returned in a different condition than received, or with missing parts, through no fault of ours
- The item is returned more than 30 days after the delivery date
Lost packages
If tracking shows your order as delivered but you haven't received it, contact us within 7 days of the indicated delivery date. We'll open an investigation with the carrier. If the loss is confirmed, we'll offer a full refund or a replacement, based on your preference.
Customs refusal
If an international package is held or refused at customs for reasons beyond our control, we'll assess the situation on a case-by-case basis to find a fair solution.
Refund processing
Once your return is received and inspected, or your claim is approved, we'll process your refund within 10 business days of receiving the return. The refund will be issued to your original payment method. Depending on your bank, additional time may be needed before the amount appears on your statement.
Exchanges
We don't currently offer direct exchanges. If you'd like a different item, we recommend processing a return under the conditions above and placing a new, separate order.
Exclusions
The following are not eligible for return or refund:
- Original shipping fees (unless due to our error)
- Discounted items (marked-down price, promo code, or special sale), unless defective
- Items returned after the 30-day window
- Items damaged due to customer misuse
- Gift cards, if applicable
Shipping delays
Our estimated delivery times are listed on each product page and in our shipping policy. A shipping delay alone does not constitute grounds for a refund, unless the delay significantly exceeds the provided estimate — in that case, contact us and we'll assess the situation individually.
Questions?
Our team is here to help. Email us at coshenhouse@gmail.com and we'll get back to you as soon as possible.