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At Cometnap, we want you to love your new home decor as much as we do. If you’re not satisfied with the item you received, our return process is designed to be as cozy and convenient as the pieces we create.
2.1 Return Eligibility
- Return Deadline: Returns must be initiated within 30 days of receipt (based on the tracking number). For international orders, the 30-day period begins from the date the package arrives at your address.
- Item Condition: Items must be unused, undamaged, and in their original condition (tags intact, no scratches, stains, or modifications). We understand you may want to visualize the piece in your space—please handle with care (avoid placing on rough surfaces, using adhesives, or altering the product) and return promptly.
- Exceptions: Items marked "Final Sale" on the product page, custom-made decor (e.g., personalized wall art, custom-sized rugs), and fragile items (e.g., hand-blown glass, delicate ceramics) are not eligible for return unless there is a manufacturing defect (see Section 2.5).
2.2 How to Initiate a Return
- Request a Return Authorization (RA): Please send an email to support@cometnap.com with your order number, the item you wish to return, and the reason for return (e.g., size mismatch, style preference, etc.). We will reply within 24 business hours with an RA number and return label (for domestic orders) or detailed return instructions (for international orders).
- Packaging the Returned Item:
- For fragile items: Please reuse the original packaging (if possible) or wrap securely with bubble wrap/padding to prevent damage during transit.
- For all items: Clearly label the RA number on the outside of the package and include any original accessories (e.g., hangers, care cards, hardware kits).
- Sending the Return:
- US Domestic Orders: Use our prepaid shipping label (we cover return shipping costs—no hidden fees!).
- International Orders: You are responsible for return shipping costs (we recommend using a trackable, insured courier service for fragile items). Please include the RA number on the package and ship to the address provided in our return instructions.
2.3 Refunds
Once we receive and inspect your return (usually within 3-5 business days after delivery to our warehouse), we will process your refund.
- The refund will be credited to your original payment method and includes the full purchase price of the item—original shipping costs are non-refundable unless the return is due to a product defect or our error (e.g., wrong item sent).
- Refund processing time varies by payment method:
- Credit Card: 3-7 business days
- PayPal: 1-3 business days
- Apple Pay/Google Pay: 2-5 business days
- You will receive a confirmation email once your refund is processed.
2.4 Exchanges
We offer a 30-day exchange policy, allowing you to swap items for different sizes, colors, or styles (subject to stock availability).
- To request an exchange, specify the desired replacement item in your return request email.
- If the exchanged item is more expensive, we will invoice you for the difference; if it’s cheaper, we will refund the balance to your original payment method.
- Once your returned item is inspected and approved, we will ship the replacement within 1-3 business days (free shipping for exchanges, domestic only).
2.5 Defective or Incorrect Items
If you receive a defective item (e.g., cracked ceramics, broken hardware, faulty craftsmanship) or the wrong item (not matching your order), please notify us within 7 days of receipt.
- Include photos/videos of the defect/incorrect item and your order number in the email.
- We will cover all return shipping costs (domestic and international) and offer your choice of:
- Full refund
- Exchange for the correct item
- Free replacement (if in stock)
- For severely defective fragile items, we may waive the return requirement (you may discard or keep the item for safety/hygiene reasons).
2.6 Gift Returns
Gifts can be returned within 30 days of receipt, and a refund will be issued as a Cometnap gift card (sent to your email).
- Please include the gift receipt (if available) or provide the original order number (if known).
- Gift card balances never expire and can be used to purchase any item on our website.
2.7 Important Notes
- We recommend keeping tracking information for returned packages—Cometnap is not responsible for lost, stolen, or damaged returns during transit.
- Items that do not meet return criteria (e.g., used, damaged, missing tags) may be refused or subject to a 20% restocking fee (at our discretion). If refused, we may return the item to you (you will cover return shipping costs) or donate it to charity (with your consent).
- For large furniture or oversized decor returns: Contact our customer service team for specialized return instructions (we may arrange a dedicated courier for safe transport).