Returns and Refund Policy

Change of Mind

Couch Covers Australia does not offer refunds if you simply change your mind or decide that you no longer want the product.

However, if you have selected the wrong size or would prefer a different colour or product, please contact us within 30 days of receiving your order. We may be able to assist with an exchange, subject to availability and approval.

To be eligible for a change-of-mind exchange, the item must be:

• Unused, unwashed and in its original condition

• Free from pet hair, human hair, marks, stains and odours

• Free from damage or other signs of use

• Returned with its original tags, accessories and packaging

• In a condition that allows the item to be resold

You will also need to provide your order number or another acceptable form of proof of purchase.

We reserve the right to refuse a change-of-mind exchange if the item has been used, washed, damaged, dirtied or returned in a condition that makes it unsuitable for resale.

Starting an Exchange or Return

Please contact us at info@couchcoversaustralia.com.au before sending an item back.

If your request is accepted, we will provide the return address and instructions explaining how to send your item back. Items returned without contacting us and receiving approval first may not be accepted.

Please do not send an item to the address shown on your parcel unless we have confirmed that address with you.

Return Shipping for Exchanges

Customers are responsible for return postage costs associated with a change-of-mind exchange. Any additional delivery costs associated with sending the replacement product may also be payable by the customer.

We recommend using a tracked postage service, as Couch Covers Australia is not responsible for return parcels that are lost or damaged in transit.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your product arrives faulty or damaged, or you receive a product different from what you ordered, please contact us as soon as possible at support@couchcoversaustralia.com.au.

Please include your order number, a description of the issue and clear photographs or videos where possible. Once the issue has been assessed and confirmed, we will provide an appropriate refund, replacement or other remedy.

A product does not need to be unused or returned in its original packaging when seeking a remedy for a genuine fault, damage or an incorrectly supplied order.

If an item is confirmed to be faulty, damaged or incorrectly supplied, Couch Covers Australia will cover or reimburse reasonable return postage costs where required.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Customer-Caused Damage

We cannot provide a refund or replacement where the customer has caused the damage after receiving the product.

This includes damage caused by misuse, incorrect washing or care, accidents, pets, alterations, excessive wear or failing to follow the supplied care instructions.

If an item is returned claiming to be faulty but inspection shows that the damage was caused after delivery, the request may be declined.

Exchanges

Once we receive and inspect an item approved for exchange, we will confirm whether it meets the required return conditions.

If approved, we will arrange the agreed replacement product. Exchanges remain subject to product availability. If the requested product is unavailable, we will contact you to discuss the available options.

Sale Items and Gift Cards

We do not accept change-of-mind returns or exchanges on products clearly marked as final sale or on gift cards.

This does not affect any rights or remedies available under the Australian Consumer Law if a sale item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Refunds for Faulty or Incorrect Products

If a refund is approved for a faulty, damaged or incorrectly supplied product, it will be issued to your original payment method within 10 business days.

Your bank or payment provider may require additional time to process and display the refund in your account.

If more than 14 business days have passed since we approved your refund, please contact us at support@couchcoversaustralia.com.au.