Refund policy

Returns & 60-Day Satisfaction + Quality Promise

Thank you for choosing coatclass. We stand behind every product we ship and want you to feel confident purchasing from us. This policy governs all returns, refunds, and replacements for orders placed at coatclass.com.

Our 60-Day Guarantee

We offer a 60-day window from the date of delivery for all eligible claims. The 60-day period applies to both our Satisfaction Promise (for unopened, unused items) and our Quality Promise (for defective, damaged, or incorrectly shipped items). The specific terms for each scenario are described below. This guarantee is provided directly by coatclass and does not depend on, and should not be confused with, any payment-processor dispute or chargeback process.

This guarantee is designed to align with the “60-day money-back guarantee” referenced on our product pages and to ensure that what we promise in marketing matches what we deliver in practice.

Scenario 1: Satisfaction Return (Buyer-Remorse / Change of Mind)

We accept satisfaction-based returns on unopened and unused products within 60 days of delivery. If you change your mind after purchase, you may return the item for a full refund of the product price, minus the cost of return shipping (buyer pays return postage).

To be eligible for a satisfaction return, the following conditions must be met:

  • The item must be in its original, factory-sealed, unopened condition. Opened or partially consumed products are not eligible for a satisfaction return.
  • The return must be postmarked within 60 days of your delivery date.
  • You must obtain a Return Merchandise Authorization (RMA) number from us before shipping the item back. Items returned without an RMA may not be processed and will not generate a refund.
  • A maximum of one (1) satisfaction return per customer per 90-day rolling period applies. This limit is in place to prevent abuse while still honoring genuine change-of-mind requests.

We recommend shipping returns via a trackable carrier (such as USPS, UPS, or FedEx) and retaining your tracking number. We are not responsible for return parcels lost in transit without tracking confirmation. The cost of return shipping is the buyer's responsibility for satisfaction returns.

Scenario 2: Quality Defect / Transit Damage

If your order arrives defective, damaged in transit, or materially different from what was described on the product page, we will make it right within 60 days of delivery at no additional cost to you. You may choose either a full refund to your original payment method or a free replacement shipment, at your election.

Quality claims apply to items that meet any of the following criteria:

  • Arrived broken, leaking, or visibly damaged due to transit handling.
  • Contains a manufacturing defect, such as a missing safety seal, contaminated contents, or a component that does not function as designed.
  • Is materially different from the product description, images, or specifications listed on the Site at the time of purchase.

Because our products are liquid formulations classified as limited-quantity hazardous materials for shipping purposes, we typically do not require the return of defective or damaged items before issuing a refund or replacement. Resolving these claims with photographic evidence rather than a physical return is both faster for you and the environmentally responsible approach. We reserve the right to request a return for quality claims in exceptional circumstances.

Scenario 3: Wrong Item Shipped

If you received an item that is different from what you ordered, we will send the correct item to you free of charge and provide a prepaid return label for the incorrect item. Please contact us within 60 days of delivery. You are not responsible for any shipping cost in this scenario.

How to Submit a Claim

  1. Email support@coatclass.com within 60 days of your delivery date. Use the subject line “Return Request – [your order number].”
  2. Include in your email: your order number, the name of the product at issue, and a brief description of the problem. For quality or wrong-item claims, please attach clear photographs showing the defect, damage, or incorrect item. For satisfaction returns, simply state that you wish to return an unopened product.
  3. We will respond within 5 business days with a determination and, where approved, an RMA number and further instructions.
  4. For satisfaction returns: ship the item to our returns address (see below) using a trackable service after receiving your RMA. For quality or wrong-item claims: we will typically process your refund or initiate your replacement based on the photographic evidence, without requiring you to ship the product back.
  5. Once we have verified your claim (either by receiving and inspecting the return, or by reviewing the photographic evidence provided), approved refunds will be issued to your original payment method within 5–10 business days. Processing time may vary depending on your bank or card issuer.

Returns Address

For satisfaction returns requiring a physical return (RMA required before shipping):

HeroFitBox UG (haftungsbeschränkt)
In den Sümpfen 13
56414 Weroth
Germany

Please mark the exterior of the package clearly with your RMA number. We strongly recommend using a trackable shipping service and retaining proof of postage. International returns may be subject to customs processing delays; please allow additional time. Return shipping costs for buyer-remorse returns are borne by the buyer and are non-refundable.

Cancellations & Order Changes

Order processing is automated and begins immediately upon submission. Once an order has entered the fulfillment queue, we cannot guarantee that a cancellation or change request can be honored, even if submitted within minutes of placement. We will make a reasonable effort to accommodate requests received before fulfillment begins, but cancellation is not guaranteed. Once an order has shipped, it cannot be cancelled; the terms of this policy apply upon delivery.

Items Not Covered

The following are not eligible for return, refund, or replacement:

  • Opened or partially consumed products that do not have a quality defect.
  • Products showing damage from misuse, mishandling, improper storage, or conditions outside the product's intended use.
  • Variations in scent, texture, color, or consistency that fall within normal product specifications.
  • Outcomes based on individual pet response (results vary by pet, breed, and coat condition and do not constitute a product defect).
  • Items marked as “Final Sale” at the time of purchase.
  • Gift cards.
  • coatclass Replacement Promise (shipping protection) charges.
  • Claims submitted more than 60 days after the documented delivery date.
  • Second satisfaction return requests within the same 90-day rolling period from the same customer account or delivery address.

Anti-Fraud and Claim Integrity

All claims are reviewed and approved at our discretion. We reserve the right to request additional evidence, including video documentation or photos of the outer packaging, before approving any claim. We monitor accounts for patterns consistent with abuse, including repeated claims, claims that are inconsistent with order and delivery records, and claims from accounts or addresses associated with prior fraudulent activity. We reserve the right to limit or decline claims, and to refuse future orders, where we identify a pattern of unsubstantiated or fraudulent claims.

Filing a fraudulent claim — including making a knowingly false statement about damage, non-delivery, or the condition of a product — may constitute mail fraud, wire fraud, or other offenses under applicable federal and state law, and may be reported to relevant authorities and payment processors.

Where a customer initiates a chargeback that we believe is unfounded, we will dispute it with documentation including order history, delivery confirmation, IP address and device data, customer communications, and any photographic evidence provided or obtained. Initiating a chargeback while a return or refund request is actively being processed through this policy may constitute a violation of our Terms of Service.

Statutory Consumer Rights

Nothing in this policy limits any statutory rights you may have under the consumer protection laws of your state of residence, including implied warranties under the Uniform Commercial Code that cannot be excluded or limited by agreement under applicable law. This policy is in addition to, and does not replace or diminish, those statutory protections.

Contact

Questions about this policy or your order: support@coatclass.com

Last updated: May 9, 2026.

HeroFitBox UG (haftungsbeschränkt), In den Sümpfen 13, 56414 Weroth, Germany. Contact: support@coatclass.com.