Refund policy

Refund & Return Policy

We want you to be completely satisfied with your purchase from Cotenbi. This policy explains how returns, exchanges, cancellations and refunds work, and what you can expect from us at each step. It forms part of our Terms of Service and applies to every order placed on cotenbi.com.

1. Return Window

You may return most items within 90 days of the delivery date for a refund or an exchange. The delivery date is the date shown in the carrier's tracking record. Return requests submitted after this period cannot be accepted, except where a longer period is required by law.

2. Eligibility Requirements

To be eligible for a return, an item must be:

• unused, unworn and unwashed, in the same condition in which you received it;
• in its original packaging, with all tags, labels, accessories and protective materials included;
• accompanied by proof of purchase (your order number or order confirmation email).

Items returned damaged, incomplete, or showing signs of use beyond what is needed to inspect them may be refused or refunded only in part, in proportion to the loss in value.

3. Non-Returnable Items

For hygiene, safety and legal reasons, the following cannot be returned unless they arrive damaged or defective:

• gift cards and downloadable or digital products;
• items marked as final sale or clearance at the time of purchase;
• personalized or custom-made items.

4. Size, Color and Model Exchanges

If you would prefer a different variant, we are happy to exchange it. Request the exchange through the return form or by email within 90 days of delivery; the item must meet the return conditions above. The replacement is dispatched once we receive the tracking number of the returned parcel. Where the requested item is unavailable, we issue a refund. Any price difference is settled before the replacement ships.

5. How to Start a Return

Returns must be authorized before shipping. Submit the return form on our website or write to help@cotenbi.com, quoting your order number; within 2 business days we confirm eligibility and send step-by-step instructions. Returns go to 2648 Beecham Ct, Fairfield, CA 94533, United States. Use a tracked service and keep the proof of postage: we can only refund items we receive, and the tracking record is your protection if a parcel goes missing.

6. Refunds

Once your return arrives, we inspect it and email you the outcome. Approved refunds are issued 5–10 business days after we receive and inspect the item, to the original payment method. Refunds for cancelled orders and for orders we are unable to fulfil are issued within 7 business days, as required by the FTC Mail, Internet, or Telephone Order Merchandise Rule. After we issue a refund, the time it takes to appear on your statement depends on your bank or card issuer — typically 3–10 business days, and sometimes longer for international cards. If more than 15 business days have passed since our confirmation, contact help@cotenbi.com and we will send you the refund reference to take to your bank.

7. Cost of Returning an Item

Returns are free. We cover the cost of sending an item back within the 90-day window: with your return authorization we send a prepaid return label. Original shipping charges, where any were paid, are refunded when the return is due to our error; otherwise the product price is refunded in full.

8. Order Cancellations

Changed your mind? Orders can be cancelled at no cost before the order ships. Contact us by email at help@cotenbi.com with your order number as soon as possible. We confirm the cancellation and refund the full amount within 7 business days. If the parcel has already left our warehouse, please refuse delivery or follow the return process instead.

9. Damaged, Defective or Incorrect Items

If your order is damaged in transit, faulty, or different from what you purchased, let us know within 7 days of delivery — send your order number and photos of the problem to help@cotenbi.com. In these cases you never pay for return shipping: we send a replacement at no cost or refund the full amount, including the original shipping fee, whichever you prefer. Where a return is required, we provide the instructions and cover the postage.

10. Warranty and Legal Rights

All products sold by Cotenbi are covered against manufacturing defects for 12 months from delivery. During this period a defective item is repaired, replaced or refunded at our option. This warranty does not cover normal wear and tear, accidental damage, misuse, or unauthorized modification. It gives you specific legal rights, and you may also have other rights that vary from state to state. To make a warranty claim, contact us with your order number and a description and photos of the defect.

11. If We Cannot Fulfil Your Order

If an item becomes unavailable after you order, or we are unable to ship within the time promised, we will notify you promptly with a revised shipping date or, if we cannot give one, an explanation. You may then choose to wait, accept a substitute, or cancel for a full refund; if you do not agree to a delay, the order is cancelled and refunded within 7 business days.

12. Contact Us

Our support team is here Monday to Friday, 9:00 AM – 6:00 PM, Pacific Time (PT): write to help@cotenbi.com or fill in the contact form. We answer within 2 business days. Postal address: Cotenbi, 2648 Beecham Ct, Fairfield, CA 94533, United States.

13. Agreement to This Policy

Our Returns & Refunds Policy is presented before you enter payment details and is accepted when you complete your purchase. Please keep a copy for your records; the version in force on the date of your order applies to that order.

Last updated: September 25, 2026.