Return, Exchange, or Refund Policy

1. Scope of Returns and Refunds Policy

Our shop is committed to providing a clear and reliable shopping experience in accordance with Australian consumer protection laws.
This policy applies to all orders placed through our website, with delivery available across Australia.

2. Return Conditions

Customers may request a return within 25 days of receiving their order.

To be eligible for a return, the following conditions must be met:

• The item must be in unused condition, without damage or signs of wear
• The item must be returned in its original packaging with all accessories and components included
• The return request must include the order number and reason for return

A return label is included inside the parcel upon delivery, allowing customers to initiate the return process immediately after receiving the order.

Items that do not meet these conditions may not be eligible for a refund.

3. Exchanges

• Due to the nature of furniture products and logistics handling, our shop does not offer direct exchanges.
• If you wish to purchase a different item, you may place a new order on the website after your refund has been processed.

4. Order Cancellation

Customers may request to cancel an order within 24 hours of purchase, provided the order has not yet been dispatched.

If the order has already been dispatched or more than 24 hours have passed, cancellation is not available.

In this case, customers may request a return within 25 days of receiving the item, in accordance with this policy.

5. Return and Refund Procedure

To initiate a return or refund request, customers should:

Send a request via email including the order number and, where applicable, photos of the item
Wait for confirmation and detailed return instructions
Use the return label included in the parcel
Send the item following the provided instructions

Our shop provides support throughout the process to ensure a smooth and secure experience.

6. Return Costs

If the return is due to a product defect or damage during delivery, the return cost will be covered by our shop.

If the return is due to personal preference, such as size, style or suitability, the return cost may be the responsibility of the customer.

We recommend using a tracked delivery service when returning items to ensure safe handling.

7. Inspection and Refund

Once the returned item is received, it will be inspected to confirm it meets the return conditions.

If approved, the refund will be processed within 2–4 business days using the original payment method.

The time required for the refund to appear in your account will depend on your payment provider.

8. Return Limitations

Returns may not be accepted in the following situations:

Custom-made or personalised items
Incomplete, damaged or used products
Items returned after the 25-day return period

If a return does not meet the requirements, you will be notified and may request the item to be returned to you at your own cost.

9. Customer Support

For any enquiries regarding returns, refunds or request status, please contact us:

Address: 2-1411 TAKAYANAGI, FUJIEDA-SHI, SHIZUOKA 426-0041, JAPAN
Email: marketing@cottaly.com
Phone: +81 (708) 310 57 54
Business Hours: Monday to Friday, 10:00 AM – 3:00 PM
Delivery Area: Australia