Return & Refund Policy

Our Commitment to Your Satisfaction

At Coonli, customer satisfaction is at the heart of everything we do. Since we began our online journey on January 18, 2025, we have been committed to delivering handcrafted polymer clay jewelry of the highest quality to customers throughout the United States through our website at https://www.coonli.com.

Our collections — the Bird and Nature Collection, Brooches and Wearable Accessories, DIY Molds and Craft Supplies, and Wildlife and Spirit Animal Jewelry — are each made with care, attention to detail, and a genuine passion for artisan craftsmanship. We stand behind every item we sell.

This Return and Refund Policy has been written to be clear, fair, and transparent. We do not hide fees, complicate the process, or make returning an item unnecessarily difficult. We believe that a straightforward, honest return policy is as important as the quality of our products.

30-Day Return Window

Coonli offers a 30-day return policy from the date you receive your item. This means that if you are not completely satisfied with your purchase for any reason, you have a full 30 calendar days from the delivery date to contact us and initiate a return request.

Return requests submitted after the 30-day window has closed will not be eligible for a refund or exchange, except in cases where a defect or damage is discovered that could not reasonably have been identified within the standard window. In such cases, please contact our support team to discuss your situation.

Return Eligibility and Conditions

To be eligible for a return and refund, your item must meet all of the following conditions at the time it is received back at our studio. Items that do not meet these conditions may be rejected and returned to you without a refund.

Eligible Return Conditions

• Unworn and unused: The item must not have been worn, used, or altered in any way since delivery.
• Original condition: The item must be in the same condition in which it was received, with no scratches, breakage, or signs of handling beyond initial inspection.
• Original packaging: The item must be returned in its original gift box and all original packaging materials as received.
• Authorized return: The return must be pre-approved by our support team. You must contact us and receive approval before sending any item back.
• Within 30 days: The return request must be submitted within 30 days of the delivery date.

Non-Returnable Items

While we aim to accommodate return requests wherever possible, the following types of items or situations are not eligible for return or refund:

• Items that have been worn, used, or show signs of use beyond initial inspection
• Items returned without original packaging or gift box
• Items returned without prior authorization from our support team
• Return requests submitted more than 30 days after the delivery date
• Items damaged due to improper use, accidental damage by the customer, or exposure to harsh conditions after delivery
• Custom or personalized items, if applicable, unless they arrive defective or damaged

If you are unsure whether your item qualifies for a return, please do not hesitate to contact our support team before sending anything back. We will always do our best to find a fair resolution.

Return Shipping Costs and Fees

We believe in complete pricing transparency. Return shipping costs depend on the reason for your return, and we never charge a restocking fee under any circumstances.

Important Note on Customer Remorse Returns

Because Coonli's studio and return facility is located in Guangdong, China, returning an item for personal reasons (such as a change of mind or choosing the wrong style) requires international shipping from the USA to China. This cost is the responsibility of the customer and is not covered by Coonli.

International return shipping costs vary depending on the weight of the package and your location within the United States. We recommend consulting your nearest USPS branch or preferred carrier for current international shipping rates before initiating a customer-remorse return, so you can make an informed decision.

How to Initiate a Return

Starting a return with Coonli is a straightforward process. Please follow the steps below to ensure your return is processed as quickly and smoothly as possible.

1. Contact our support team: Email us at support@coonli.com with your order number, the item you wish to return, and the reason for the return. Please include your full name and delivery address.
2. Provide photographic evidence (if damaged): If your item arrived defective or damaged during transit, attach clear photographs of the product itself and the outer packaging, including any visible damage to the envelope or box.
3. Await approval and instructions: Our support team will review your request and respond with a return approval or, if additional information is needed, a follow-up question. Upon approval, we will provide specific mailing instructions and the return address.
4. Package your item securely: Place the item back in its original gift box and packaging materials. Ensure the package is securely sealed to prevent damage during return transit.
5. Ship the package: Send the package to our studio address as directed by our support team. We recommend using a trackable shipping method to protect against loss during transit.
6. Confirmation and processing: Once your return arrives at our studio, we will inspect the item and notify you by email of the outcome. If approved, your refund will be processed promptly.

Refund Process and Approval

Once your returned item is received at our studio in Guangdong, China, our team will conduct a thorough inspection to verify that the item meets our return eligibility conditions. This inspection process ensures a fair and consistent outcome for every return.

Inspection Criteria

• Confirmation that the item is in its original, unworn, and unused condition
• Verification that all original packaging materials and gift box are included
• Assessment of any reported defects, damage, or discrepancies against the original order
• Confirmation that the return was authorized and falls within the 30-day return window

Refund Decision

Following inspection, you will receive an email notification from our team informing you of one of the following outcomes:

• Approved: Your refund has been approved and will be processed back to your original payment method within 5 business days.
• Partially Approved: In rare cases where an item does not fully meet return conditions, a partial refund may be offered at our discretion.
• Rejected: If the item does not meet our return eligibility conditions (e.g., it has been worn or damaged after delivery), your return will be rejected and the item may be returned to you.

Refund Timeline

We process all approved refunds as promptly as possible. The following timeline outlines each stage of the refund journey from the moment your return arrives at our studio to the moment funds appear in your account.

Exchanges

Coonli is happy to accommodate exchanges for eligible items. Whether you would like a different style, a replacement for a defective item, or a swap to another piece from our collections, our team will work with you to find the best solution.

How Exchanges Work

To request an exchange, please follow the same initial steps as a standard return: email our support team at support@coonli.com with your order number, the item you wish to exchange, and the specific replacement item you would like (including the product name and any relevant details such as style or design).

1. Contact support: Email support@coonli.com with your exchange request details, including your preferred replacement item.
2. Receive approval and mailing instructions: Our team will confirm availability of your requested replacement and provide return mailing instructions.
3. Return the original item: Ship the original item back to our studio as directed. The same return eligibility conditions apply as for standard returns.
4. Replacement dispatched: Once your original item is received and inspected at our studio, your replacement item will be processed and dispatched within 2 business days.

Exchange Shipping Timeline

Replacement items are shipped from our studio in Guangdong, China, and delivered to your USA address according to our standard transit timeline of 7 to 15 business days. Total estimated delivery of your replacement is 8 to 18 business days from the date your exchange is processed.

Damaged in Transit or Incorrect Items

We package every Coonli order with the utmost care, placing each piece of jewelry in a sturdy recycled gift box secured inside a padded envelope. Despite our best efforts, items may occasionally be damaged during international transit or an incorrect item may be dispatched due to a fulfillment error. In either case, we take full responsibility.

What to Do if Your Item Arrives Damaged or Incorrect

1. Do not discard the packaging: Keep the outer envelope, inner gift box, and all packaging materials. Photographs of the damaged packaging are required to process your claim.
2. Photograph everything: Take clear, well-lit photographs of the damaged or incorrect item and all packaging, including the outer envelope showing any visible damage.
3. Contact us within 7 days of delivery: Email support@coonli.com with your order number, a description of the issue, and your photographs attached.
4. We arrange return shipping: For all damage-in-transit and incorrect-item cases, Coonli covers 100% of the return shipping cost. We will provide a prepaid label or reimburse your shipping expenses in full.
5. Replacement or full refund: Once the item is returned and inspected, we will either dispatch a replacement at no cost or issue a full refund to your original payment method within 5 business days.

Secure Checkout and Payment Protection

Your security during the purchase process is as important to us as your satisfaction after it. Every transaction made on the Coonli website is fully protected by SSL encryption, ensuring your personal information and payment details are never at risk.

We accept the following secure payment methods, all processed by PCI-DSS-compliant payment gateways: Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club, Discover, Apple Pay, Google Pay, and PayPal. Refunds are always returned to the original payment method used at checkout.

Policy Updates

Coonli reserves the right to update or amend this Return and Refund Policy at any time to reflect changes in our practices, product range, or applicable legal requirements. The "Last Updated" date at the top of this page will be revised whenever material changes are made.

We encourage you to review this policy periodically, particularly before making a purchase. Your continued use of the Coonli website and placement of orders following any posted updates constitutes your acceptance of the revised policy.

Contact Us

If you have any questions about our Return and Refund Policy, wish to initiate a return, or need assistance with an existing return or refund, our customer support team is available and ready to help.