Refund And Return

We are committed to ensuring your satisfaction with our products at Counra.com Please take a moment to carefully review our return and refund policy. If you have any questions, don't hesitate to contact us through our Contact Us page.

Returns and Exchanges

You have a generous window of up to 30 days from the date of delivery to initiate a return or exchange. The item must be in like-new condition without visible signs of wear and tear. If the return or exchange is not due to our error or covered by our manufacturer's defect warranty, the buyer is responsible for return shipping costs.

Order Cancellation

You can request an order cancellation within 24 hours of placing your order. During this time, we'll make every effort to process your cancellation promptly and issue a full refund. To cancel, contact our customer support team with your order details.

Product Not Arrived

While we aim for products to reach you within 3-8 days, which includes a preparation and shipment duration of 1 to 2 business days, we appreciate your understanding and patience. In the event that your products haven't arrived within the initial 15 days, please allow for an additional period of up to 5 days. Factors such as weather conditions, mail delays, and customs may impact delivery times.

If, after a total of 20 days, your products have not arrived, we will issue a 100% refund. This 20-day period includes the initial anticipated delivery time and the additional 5 days. We understand that unforeseen circumstances may arise, and we are committed to keeping you informed in case of any delays caused by external factors.

Damaged on Arrival

If your product arrives damaged, capture photos/videos of the damage and send them to our customer support at support@Counra.com After verification, you'll have the choice of a replacement at no extra cost or a 100% refund.

Defective/Broken Manufacturer's Fault

Report issues within 30 days of product arrival. If a product fails or is found defective within this period, we'll provide a complimentary replacement or full refund.

Change of Opinion

You have 30 days from receiving your product to initiate a return for unused items in their original packaging. You'll be responsible for the shipping costs associated with sending it back to us. Contact us at support@Counra.com to start the return process.

Exchange

You can initiate an exchange within 30 days of receipt for an unused product in its original packaging. You're responsible for return shipping costs. Reach out to our support team at support@Counra.com for assistance.

Wrong Product

Notify us within 30 days of delivery with a photo of the item received. We'll replace the item for free or issue a complete refund.

Warranty Policy

Manufacturer's Warranty - Counra provides a one-year warranty from the date of purchase, guaranteeing against defects resulting from faulty material or workmanship. This warranty does not cover damages caused by improper handling, such as dropping the product or deliberate misuse. Counra commits to repairing or replacing the product, at its sole discretion and expense. In the case of a defective product, Counra will replace it with a new one. Refunds are not included in the manufacturer's warranty; only replacements or repairs will be offered.

Returning an item

Please follow the steps on our Return Guidelines Page to enable us to process your return.

Refunds:

Refunds will be issued through the original payment method used for the order. You can expect to receive your refund within 4-7 business days after we receive your returned item. Keep in mind that additional processing time by your bank or credit card company may be necessary for the refund to reflect in your account.

For any questions or order-related inquiries, please reach out to our customer service department at support@Counra.com

Contact Us

If you need assistance, contact us at support@Counra.com from Monday to Friday, 9 am - 6 pm (GMT).

This policy outlines the processes for returns, exchanges, cancellations, and situations involving product non-arrival, damage, defects, or receiving the wrong item. For any concerns, please contact us promptly.