At Coysan, we are committed to providing you with high-quality products and a seamless shopping experience. If you are not completely satisfied with your purchase, we are here to help you resolve it quickly.

Our policy lasts 30 days from the date your order was delivered. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.

1. Returns Eligibility & Condition

To qualify for a return and a full refund, all items must meet the following strict conditions. Every return undergoes a thorough quality control inspection upon arrival:

• General Condition: Items must be returned unworn, undamaged, unused, unwashed, and in the exact condition you received them.
• Tags & Packaging: All original Coysan tags, security seals, and branded packaging must be intact and attached in their original positions.
• Footwear & Accessories: Must be returned with their original branded boxes and dust bags (where provided) and placed inside a protective shipping box. Soles must be completely unmarked.
• Hygiene-Sensitive Items: Lingerie, swimwear, hosiery, and face masks cannot be returned if the hygiene seals or packaging have been opened, broken, or tampered with. Swimwear and lingerie must only be tried on over your own undergarments.
• Jewellery & Cosmetics: Cosmetics and beauty products must be unopened, unused, and sealed. Jewellery must be returned with all original documentation and packaging.
• Exclusions: Final Sale items and Made-to-Order / Customized items cannot be returned or refunded unless they arrive damaged or faulty.

Please Note: Coysan reserves the right to reject any return that does not comply with these conditions. Items that are soiled, damaged, or returned without original tags will be sent back to the customer at their own expense and will not be eligible for a refund.

2. Order Cancellations

Depending on your region, you may have statutory rights to cancel your order.

• Before Shipment: If you notify us to cancel your order before it has been processed and prepared for shipment (usually marked by the generation of a tracking number), you will receive a full refund, including shipping costs.
• After Shipment: If your order has already been prepared for shipment or dispatched, the cancellation will be treated as a standard return. You will need to receive the package and initiate the return process.

To request a cancellation, please immediately contact our Support Team via email at support@coysan.com with your Name and Order Reference Number.

3. How to Initiate a Return

To minimize environmental waste, Coysan operates a paperless return process.

• Log In: Go to the Orders & Returns section on the Coysan website. If you purchased as a guest, use your guest order lookup link.
• Request Return: Locate the specific order, select Return Item(s), and choose your reason for return.
• Package Safely: Place the items, along with all original branded boxes, dust bags, or accessories, securely inside the original shipping box or a similar protective mailing bag.
• Label & Ship: Generate and print your Coysan Return Label from your portal. Securely attach it to the outside of the package.
• Proof of Shipping: Hand the package over to our designated courier drop-off point or authorized courier service. Always request a scanned receipt or tracking confirmation from the courier. Coysan cannot be held liable for returns lost in transit without valid proof of postage.

Note: Unless the item received was incorrect, faulty, or damaged upon arrival, customers are responsible for the direct costs of return shipping.

4. Refunds & Processing

Processing Timelines

Once your return package is delivered to our facility, it will undergo a quality inspection. This process can take up to 6 business days.

Refund Issuance

If your return is approved, your refund will be automatically processed back to the original payment method used during checkout (processed securely via Paystack), excluding original delivery charges.

Bank Reflection Times

While Coysan issues refunds immediately upon approval, the time it takes for funds to reflect in your account depends entirely on your financial institution:

• Card Payments (Visa/Mastercard): 5 to 10 business days.
• Bank Transfers / Alternative Channels: 2 to 5 business days.

🔒 Paystack Security & Anti-Fraud Notice

To protect our customers and align with international anti-money laundering (AML) and anti-fraud regulations mandated by our payment gateway (Paystack):

• No Cash/Alternate Account Refunds: Under no circumstances will refunds be paid out in cash, via check, or to a different bank account/bank card than the one originally used to make the purchase.
• Account Monitoring: Coysan actively monitors return frequencies. Systemic abuse of our flexible return system or suspected friendly fraud (falsely claiming items didn't arrive or filing chargebacks illegitimately) will result in immediate account closure and the cancellation of future orders.

5. Faulty, Damaged, or Incorrect Items

If you receive an item that is damaged, flawed, or does not match the description on our website, please contact us immediately.

You must report the fault to support@coysan.com within 48 hours of delivery, providing clear photographs of the damage or discrepancy along with your order number.

Upon verification, Coysan will arrange a complimentary return service and issue a 100% full refund (including original shipping costs) or provide a replacement free of charge, depending on stock availability.