Returns Policy

Introduction

At Cove, we know you want to be confident that if you purchase a product and you are not happy, that returning the product for exchange or refund is fair and easy.

We want you to be totally confident that if any of our products do not meet your expectations, are damaged or we sent you the wrong product, that you are covered!

Simply, when you purchase a Cove product, we want you to be 100% happy.

We make every effort to describe the products with lots of information, particularly product attributes, features and benefits so you know all about the product before it arrives. The product however may arrive damaged or faulty. See how we manage a Faulty or Damaged Product below. If we send the wrong product, see Incorrect Product below.

Guarantee

We want you to be confident and reward your act of faith buying online with a guarantee, a money back guarantee.

If the product we send you is not what you expected, then simply complete the form on the Customer Service page, follow the instructions and send the product back to us. The only conditions are that the product or products are not used, returned to us in original undamaged packaging and you pay the return postage.

We give you thirty days to make up your mind. Of course, if it’s the fragrance and you are not happy with it, you might consider giving the product to a friend or keep it as a handy gift. In fact, many of our customers have a little store of Cove candles and diffusers to have a gift at hand.

Incorrect Product

If you believe that the product you receive is not what you ordered let us know. Complete the form on the Customer Service page and include a photo so we check the order and get it sorted for you. Given that we got it wrong, we will replace the incorrect product. Just send the product back, not used and returned to us in its original undamaged packaging and we will pay the post. Please complete the information on the Customer Service form.

Faulty or Damaged Product

If for any reason, a product you receive is faulty or damaged, we will at our discretion be happy to replace the item or offer a full refund. Complete the form on the Customer Service page and include a photo. Where you believe a product to be faulty, please check the instructions and information on the website.

Where we refund, we will refund all payments using the original method received. We do not hold credit card information as we use third party payment gateways.

Exchanges

All returns and exchanges need the product to be returned unused in its original packaging and be undamaged. Please ensure all products are adequately protected when returning to ensure we receive them in good condition. Also, we require that all returns need to be sent with parcel tracking.

Please allow up to five business days from the date we receive your returned product to process the return. We will make any changes or process the return once we receive the products and the completed the form is completed on the Customer Service page.

If you have any questions about our returns and exchange policy, please contact us at info@covecollectionaustralia.com

Cancellation

Cove reserves the right to cancel an order or part order. This is unlikely to occur but could be caused for example, by issues with supply. Should this occur, we will immediately contact you using the contact details you provided. We may offer you alternative products. We will make any adjustment in price or refund using the original payment method.

Customer Service

The Customer Service form is the fastest and most effective way for us to handle any product issue. Of course, you can call us or send an email, but our process is to document the issue using this form. You can help us to expedite resolution by completing the form.

Date: 17 January 2021