Refund Policy

We want to make sure you have a great experience buying and selling on our platform. Here's everything you need to know about our refund policy.

Try-On Fee ($2.50)

You'll get an automatic refund if:

• The item sells to another buyer before your try-on appointment (this can happen when a seller has a "No hold for try-on" policy)

You can request a refund through our Customer Support form (in Settings) if:

• The seller isn't responding to your scheduling messages within a reasonable timeframe
• The seller no-shows or doesn't have the item at your confirmed meet-up

Item Purchase

Since all exchanges happen in person, you have the opportunity to inspect items carefully before accepting them. If you notice any issues during the meetup, don't take the item home - instead, document any problems with clear photos, decline the item, and submit a refund request.

You can request a refund through our Customer Support form if:

• You discover undisclosed damage, stains, or quality issues with the item during the meetup
• The item's condition, brand, or important features are different from what was described in the listing
• The seller isn't responding to your scheduling messages within a reasonable timeframe
• The seller no-shows or doesn't have the item at your confirmed meet-up

We're not able to process refunds for:

• Items that don't fit as expected (unless the size was incorrectly listed)
• Normal wear and tear that was clearly mentioned in the listing
• Change of mind or issues discovered after accepting the item (the seller no longer has the item)

How to Get Your Refund

For all refund requests, submit a Customer Support form within 24 hours of the meet-up time. We're unable to review requests submitted after this window.

Help us help you by including:

• Clear photos if there are item condition issues
• A brief description of what happened

Our team will review your request within 24 hours and notify both you and the seller of our decision.

If approved, we'll process your refund to your original payment method. You should see it in your account within 5-10 business days, depending on your bank.

We're committed to maintaining a trustworthy marketplace, so we do monitor refund patterns. However, we always ensure legitimate concerns are thoroughly reviewed and resolved.

Have questions about our refund policy? Our Customer Support team is here to help! Just reach out through the app or contact us at coclo.help@gmail.com.