Introduction

This Refund Policy explains when refunds may be issued for orders placed through Cove.bm and the Cove mobile apps ("Services"), and how refunds are processed. This policy does not limit any rights you may have under Bermuda law (including the Sale of Goods Act 1978 and the Consumer Protection Act 1999, where applicable).

1. Eligible Refund Scenarios

A refund (full or partial) may be issued in situations such as:

• The Merchant cannot fulfill an item (out of stock or unavailable);
• An order is cancelled before fulfillment (where cancellation is possible);
• A delivery is not completed and the order is returned or otherwise not delivered;
• A product is returned in accordance with the Return Policy; or
• The order contains missing items, incorrect items, or items damaged in transit, as confirmed by Cove and/or the Merchant.

Some items may be non-refundable or final sale, as stated on the product page or at checkout.

2. Refund Amounts

Refunds are typically issued for:

• The price paid for the affected item(s); and/or
• The delivery fee (only in limited circumstances, for example, where delivery was not completed and you received no products, or where required by law).

If you received a promotion or credit, the refund may be adjusted to reflect the promotion or credit applied.

3. How Refunds Are Issued

Refunds are issued to the original payment method whenever possible. If that is not possible (for example, the payment method is closed), we may issue a refund as account credit or via an alternative method, where permitted and agreed. Banks and payment providers may take additional time to post refunds to your account.

4. Refund Timing

Once a refund is approved:

• We typically process the refund within 3-7 business days; and
• Your bank or payment provider may take additional time to reflect the refund (often up to 10 business days).

Timing may vary based on the payment method and payment processor. Legal note: Where applicable, Bermuda consumer protection rules may require refunds within specific timeframes in certain circumstances (for example, where goods or services are not supplied).

5. Chargebacks

If you initiate a chargeback, the chargeback process is handled by your bank and may take longer than a standard refund. We encourage you to contact support@cove.bm before initiating a chargeback so we can investigate and resolve the issue.

6. Membership Fees

If you purchase a subscription or membership (for example, Cove Club), membership fees are generally non-refundable except where required by law or where the membership signup terms state otherwise.

7. Contact

Support: support@cove.bm