Return and Refund Policy

Last updated: September 2, 2026

This Return and Refund Policy applies to purchases made from Ofori's eksport & import through our online store at coasz.shop.

We want to provide customers with a clear and convenient return process while respecting all applicable statutory consumer rights.

Please read this policy carefully before requesting a return, exchange or refund.

1. 30-Day Return Policy

We offer a 30-day voluntary return policy, which means that you may request an eligible return within 30 days after receiving your order.

To qualify for a return under our voluntary 30-day return policy, the product should generally:

• Be in the same condition as when it was received;

• Be unused, unworn and undamaged;

• Include all original accessories, components, manuals and tags;

• Be returned in its original packaging where reasonably possible; and

• Be accompanied by a receipt, order confirmation or other valid proof of purchase.

Products that do not meet these conditions may not qualify for a full refund, subject to applicable consumer protection law.

Our voluntary 30-day return policy provides additional return options and does not replace, restrict or reduce any mandatory statutory consumer rights.

2. How to Request a Return

Customers may request a return through one of the following available methods.

Shopify Self-Service Return Request

Where a self-service return function is available through our online store, eligible customers may submit a return request directly through their customer account, order details page or available return portal.

Please follow the instructions displayed on the website when submitting your request.

Submitting a return request does not automatically mean that the return has been approved. We may review the request and provide additional return instructions before the product is sent back.

Return Request by Email

If the self-service return function is unavailable, or if you prefer to contact us directly, please send your return request to:

Email: support@coasz.shop

Please include:

• Your full name;

• Order number;

• Email address used for the order;

• Product you wish to return;

• Reason for the return; and

• Photographs or videos where the request concerns damage, defects, missing items or an incorrect product.

We will review your request and provide the appropriate return instructions.

Please do not send a product back before receiving the applicable return instructions.

Unauthorized returns, returns sent to an incorrect address or parcels sent without sufficient identifying information may experience processing delays.

3. Return Address

Our current business and return contact address is:

Ofori's eksport & import
Gammel Roskildevej 3C
3650 Ølstykke
Denmark

However, customers should always follow the return address and shipping instructions provided after the return request has been reviewed.

Depending on the product, order, fulfilment location or logistics provider, we may provide specific return instructions.

Please do not send a parcel on a Cash on Delivery, collect-on-delivery or postage-due basis unless we have expressly agreed to this in advance.

Any return shipping fee, prepaid label or other return arrangement offered through our store will be shown or communicated during the return process where applicable.

4. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us promptly if:

• The product arrives damaged;

• The product is defective;

• The product does not reasonably conform to the order;

• You receive the wrong product;

• Parts or accessories are missing; or

• The parcel shows significant signs of damage during transportation.

Please provide:

• Your order number;

• A description of the issue;

• Clear photographs of the product;

• Photographs of the packaging where relevant;

• A photograph of the shipping label where relevant; and

• A video demonstrating the issue where reasonably necessary.

After reviewing the information, we will provide an appropriate solution in accordance with applicable consumer law.

Depending on the circumstances, this may include:

• Repair;

• Replacement;

• Completion of missing components;

• Return; or

• Refund.

Where the return is caused by a confirmed defect, delivery damage, incorrect product, missing component or another error for which we are responsible, the customer will not be required to bear reasonable return shipping costs.

5. Non-Returnable Products and Exceptions

Certain products may be excluded from voluntary returns because of hygiene, health, safety, customization or other legitimate reasons.

Depending on the product and applicable law, these may include:

• Perishable products, including food, flowers or plants;

• Custom-made or personalized products;

• Goods made specifically to the customer's specifications;

• Sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been removed;

• Opened personal care, cosmetic or hygiene products where legally restricted;

• Hazardous materials;

• Flammable liquids or gases;

• Goods that become inseparably mixed with other products after delivery; and

• Other products excluded from return under applicable consumer protection law.

Please contact us before purchasing if you are unsure whether a specific product may be returned.

Any exclusion from our voluntary return policy does not remove statutory rights concerning defective, damaged, incorrectly supplied or otherwise non-conforming products.

6. Exchanges

If you would like another product, model, size or variation, please submit a return request through the available self-service return system or contact us by email.

Depending on product availability, we may ask you to return the original product and place a separate order for the desired replacement.

Direct exchanges cannot always be guaranteed because stock availability may change.

Any mandatory consumer rights remain unaffected.

7. EU/EEA 14-Day Statutory Right of Withdrawal

Consumers in the European Union and European Economic Area (EU/EEA) who purchase eligible goods through an online or other distance-selling method generally have a statutory right to withdraw from the purchase within 14 days without providing a reason, subject to applicable legal exceptions.

This statutory right is separate from our voluntary 30-day return policy.

Withdrawal Period

For goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.

How to Exercise the Right of Withdrawal

To exercise your statutory right of withdrawal, you must inform us of your decision before the withdrawal period expires.

You may do this through:

• An available self-service return or cancellation function in your customer account; or

• A clear and unambiguous statement sent by email.

Email: support@coasz.shop

Your message may include:

• Your name;

• Order number;

• Product concerned; and

• A clear statement confirming that you wish to withdraw from the purchase.

You do not need to provide a reason for exercising an applicable statutory right of withdrawal.

Returning the Goods After Withdrawal

After notifying us of your withdrawal, you must return the goods without undue delay and generally no later than 14 days after the date on which you informed us of your decision to withdraw.

Please follow the return instructions provided to you.

Unless otherwise confirmed in those instructions, the current return address is:

Ofori's eksport & import
Gammel Roskildevej 3C
3650 Ølstykke
Denmark

8. Handling Products During the Withdrawal Period

You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

This generally means handling the product in a manner comparable to what would reasonably be permitted when examining a product in a physical retail store.

You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to determine the nature, characteristics and functioning of the product, where permitted by applicable law.

9. Exceptions to the Statutory Right of Withdrawal

Where permitted by applicable law, the statutory right of withdrawal may not apply to certain goods, including:

• Goods made to the consumer's specifications or clearly personalized;

• Goods liable to deteriorate or expire rapidly;

• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;

• Goods that become inseparably mixed with other items after delivery;

• Sealed audio, video or computer software products once unsealed; and

• Other goods or services legally excluded from the right of withdrawal.

These exceptions do not remove your statutory rights if a product is defective, damaged, incorrect or otherwise non-conforming.

10. Return Shipping Costs

EU/EEA 14-Day Statutory Withdrawal

When you exercise an applicable 14-day statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods, provided that this responsibility has been properly communicated.

Direct return costs may include:

• Return postage;

• Courier charges;

• Appropriate packaging costs; and

• Other direct costs necessary to return the goods.

We will bear these costs where:

• We expressly agree to do so;

• We provide a prepaid return label without stating otherwise; or

• Applicable mandatory consumer law requires us to bear the cost.

Where a return shipping rate, prepaid label or other return service is offered through our Shopify return process, the applicable amount or arrangement will be communicated during the return request process.

We recommend using a secure and trackable shipping service and retaining the shipping receipt and tracking information until your return has been completed.

Defective, Damaged or Incorrect Products

The customer will not be required to bear reasonable return shipping costs where the return is caused by:

• A defective or non-conforming product;

• A product damaged before or during delivery;

• An incorrect product supplied by us;

• Missing components or accessories; or

• Another confirmed error for which we are responsible.

Please contact us or submit a return request before shipping the product.

Where appropriate, we may:

• Provide a prepaid return label;

• Arrange collection;

• Provide another suitable return method; or

• Reimburse reasonable return shipping costs.

Voluntary Returns After the Statutory Withdrawal Period

For voluntary change-of-mind returns made under our 30-day return policy after the applicable statutory withdrawal period has expired, the customer is normally responsible for the direct return shipping costs unless otherwise agreed.

This does not apply where the product is defective, damaged, incorrect or otherwise non-conforming.

11. Return Inspection

After receiving the returned product, we will inspect it to confirm that the applicable return conditions have been met.

We will notify you whether the return and refund have been approved.

Where additional information is required, we may contact you before completing the inspection.

For voluntary returns, products that are:

• Used beyond reasonable inspection;

• Damaged after delivery for reasons not attributable to us;

• Incomplete;

• Missing important accessories or components; or

• Returned in a condition that substantially reduces their value

may result in the return being refused or an appropriate reduction being made from the refund where permitted by law.

This section does not limit statutory rights concerning defective or non-conforming goods.

12. Refunds Under the EU/EEA Statutory Right of Withdrawal

Where you validly exercise an applicable statutory right of withdrawal, we will reimburse payments covered by the withdrawal as required by applicable law.

This generally includes the cost of our least expensive standard delivery option offered for the relevant order.

If you selected an express, expedited, premium or other delivery method that costs more than the least expensive standard delivery option, we are not required to reimburse the additional amount beyond the standard delivery cost.

The reimbursement will be processed without undue delay and, where applicable, no later than 14 days after we are informed of your decision to withdraw.

For purchases involving physical goods, we may withhold reimbursement until:

• We have received the returned goods; or

• You provide acceptable evidence that the goods have been sent back,

whichever occurs first, where permitted by applicable law.

Unless otherwise agreed or legally required, refunds will be issued using the same payment method used for the original transaction.

We do not charge a refund processing fee merely because a consumer exercises a valid statutory right of withdrawal.

13. Refunds Under Our Voluntary 30-Day Return Policy

For returns made under our voluntary 30-day return policy that fall outside an applicable statutory withdrawal period, we will review the returned product after receipt.

If the return is approved, the refund will normally be processed within 10 business days after approval.

The refund will generally be issued using the original payment method unless another method is reasonably necessary or agreed with you.

Banks, card issuers, PayPal and other payment providers may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact:

Email: support@coasz.shop

14. Refunds for Cash on Delivery Orders

Where an order was paid using Cash on Delivery (COD), the original payment was collected physically rather than through an online payment transaction.

For this reason, it may not be possible to refund the payment through the original collection method.

Where necessary, we may contact you to obtain the information reasonably required to arrange an appropriate refund.

For security purposes, please never send:

• Account passwords;

• PIN codes;

• Online banking login information; or

• Other sensitive payment credentials

by email or through a return request.

15. Order Changes and Cancellations

If you need to change or cancel an order before dispatch, please contact us or use an available order management function as soon as possible.

Email: support@coasz.shop

We will make reasonable efforts to assist you.

However, if the order has already entered fulfilment or has been dispatched, changes or cancellation may no longer be possible.

Any statutory cancellation, withdrawal or return rights available after delivery remain unaffected.

16. Relationship Between Our 30-Day Policy and Statutory Rights

Our 30-day return policy is a voluntary commercial return policy.

The EU/EEA 14-day right of withdrawal is a statutory consumer right where applicable.

These rights operate separately.

Nothing in our voluntary return policy is intended to:

• Shorten a statutory withdrawal period;

• Remove statutory remedies;

• Exclude rights relating to defective or non-conforming goods; or

• Require a consumer to waive mandatory rights under applicable consumer law.

Where mandatory consumer protection law provides greater rights than this policy, the mandatory legal rights will apply.

17. Company and Contact Information

For questions regarding returns, refunds, damaged products, exchanges or statutory withdrawal rights, please contact:

Company name: Ofori's eksport & import
CVR number: 34793824
Responsible person: Emmanuel Kwame Ofori
Business address: Gammel Roskildevej 3C, 3650 Ølstykke, Denmark
Email: support@coasz.shop
Website: coasz.shop

When contacting us about an existing order, please include your order number so that we can assist you more efficiently.