Return & Refund Policy

Last Updated: September 2026

We want you to love your Coonli figurine. If something isn't right, this policy explains how returns, exchanges, and refunds work.

30-Day Return Window

We offer a 30-day return policy, giving you 30 days from the date your package arrives to initiate a return request.

Return Eligibility

To qualify for a return, the merchandise must:

Be brand new and unused.

Have all original tags attached.

Be packed inside its original packaging.

Return Shipping Costs & Conditions

Damaged, Defective, or Incorrect Items (Store Fault): If your package arrives broken, defective, or contains the wrong product, please notify us within 48 hours of delivery. We will issue a prepaid return shipping label, covering 100% of the return shipping costs, and arrange a full replacement or complete refund.

Customer Remorse / Change of Mind: If you decide to return a product due to personal preference, the merchandise must remain in its original, unused state. In this instance, you are responsible for covering the actual return shipping costs.

Restocking Fees: We do not charge any restocking fees on returns.

Damage in Transit

Please check your parcel carefully upon arrival. If the contents are damaged during shipping, notify us at support@coonli.com within 48 hours of delivery with your order number and clear photos of the damaged goods and packaging.

Exchanges

Defective or Incorrect Items: If an exchange is needed due to our error, we provide a prepaid return label, cover 100% of all return shipping costs, and ship the correct item free of charge.

Preference / Change of Mind: If you wish to exchange an item for a different figurine, you cover the return shipping costs back to our studio. Once we receive and inspect the original, unused product, we will dispatch the replacement piece free of charge within 2 business days.

How to Initiate a Return

Email our support team at support@coonli.com with your order number, reason for return, and clear photos if reporting an issue.

Once authorised, our team will provide instructions and packaging guidance.

Securely pack and mail the parcel to our studio.

Items mailed without prior return approval cannot be processed.

Physical Return Address

Room 401, 4th Floor, Area A, No. 1 Tongfu South Road, Tongyi Industrial Park, Guzhen Town, Zhongshan City, Guangdong Province 528422, China

Refund Timeline

Upon receiving and inspecting your returned shipment, we will notify you by email. If approved, the refund is processed automatically to your original payment method within 5 business days.

Non-Returnable Situations

Items returned without prior approval, items showing signs of wear or use, or items missing their original tags and packaging cannot be accepted for a refund or exchange.

Contact Us

Email: support@coonli.com
Phone & WhatsApp: +86 189 2330 3336
Operational Address: Coonli, Room 401, 4th Floor, Area A, No. 1 Tongfu South Road, Tongyi Industrial Park, Guzhen Town, Zhongshan City, Guangdong Province 528422, China
Customer Support Hours: Monday – Friday, 9:00 AM – 6:00 PM China Standard Time (GMT+8)