Return & Refund Policy

At Coonli, customer satisfaction is our top priority. We stand behind the quality of our handcrafted wooden figurines and want you to be completely satisfied with your purchase. This policy outlines our return and refund guidelines.

Return Window
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days of delivery will not be accepted.

Return Eligibility Criteria
To be eligible for a return, your item must meet the following conditions:

  • The item must be unused, unworn, and in the same condition that you received it.
  • It must be in its original packaging with all tags attached.
  • You must provide the order number, invoice, or valid proof of purchase.

Return Shipping Costs and Fees

  • Damaged, Defective, or Incorrect Items (Merchant Error): If your item arrives broken, defective, or you received the wrong product, please get in touch with us immediately with clear photos of the issue. We will provide a prepaid return shipping label at no cost to you and process a free replacement or a full refund.
  • Customer Remorse (Change of Mind / Unwanted Item): If you wish to return an item due to a change of mind, incorrect choice, or personal preference, you will be responsible for covering the actual return shipping costs.
  • Restocking Fee: There is no restocking fee ($0.00) charged for any returned items.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom products (including special orders or personalized items). We also do not accept returns for sale items or gift cards. Please get in touch with us at support@coonli.com if you have questions or concerns about your specific item.

How to Initiate a Return

  1. Contact our customer support team at support@coonli.com with your order number, the reason for the return, and photos if the item is damaged or defective.
  2. Once your return request is approved, our support team will provide you with the return authorization, shipping instructions, and the return warehouse address.
  3. Securely pack the item in its original packaging and mail it back using a trackable shipping service.
  4. Please note: Items sent back to us without first requesting and receiving return authorization will not be accepted.

Return Shipping Address
Authorized returns must be shipped to our studio facility:

  • Store Name: Coonli
  • Address: 4th Floor, Room 401, Area A No. 1 Tongfu South Road, Tongyi Industrial Park, Guzhen Town, Zhongshan, 528422 Guangdong, China
  • Phone: +86 189 2330 3336
  • Email: support@coonli.com

(Please do not return items to any address other than the one confirmed in your return authorization email).

Exchanges
The most efficient way to exchange an item is to return the original item following the return process above. Once your return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, provided the product remains in its original, unused condition with tags and original packaging.

Refund Process and Timeline

  • Inspection: Once we receive your returned package at our facility, we will inspect the item and notify you via email regarding the approval or rejection of your refund.
  • Refund Method: If approved, your refund will be automatically processed back to your original payment method within 10 business days.
  • Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.
  • Support: If more than 15 business days have passed since your return was approved and you have not received your refund, please reach out to us at support@coonli.com.

Contact Information
For any questions regarding returns, refunds, or damaged packages, please reach out to us:

  • Store Name: Coonli
  • Email: support@coonli.com
  • Phone: +86 189 2330 3336
  • Studio Address: 4th Floor, Room 401, Area A No. 1 Tongfu South Road, Tongyi Industrial Park, Guzhen Town, Zhongshan, 528422 Guangdong, China