Refund Policy

DAMAGED OR FAULTY GOODS
In the situation where the item you receive is faulty or damaged through the delivery process, you are entitled to a refund or exchange. Please contact us 03 9681 7878 or notify us in writing to hello@cocoxo.com.au within 24 hours of receipt of goods. When sending returned items to Co.Co we advise you use registered post as we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. In considering any application for refund or exchange Co.Co reserves the right to inspect returned items upon receipt. We will credit your return using the same method of payment but excluding the incurred freight charges. All products are carefully packed to endure reasonable handling through the delivery process. We are not responsible for damage resulting from abnormal or extreme delivery conditions.

ORDER CANCELLATION
If you wish to cancel your order, please contact Co.Co immediately on 03 9681 7878. Once payment for an order has been accepted, cancellation is at the discretion of Co.Co. Please note there is no exchange or refund on Sale Items.

CHANGE OF MIND ON GOODS
In the situation where you simply change your mind, or you are dissatisfied with your purchase for any reason other than a faulty or incorrect item, you may be entitled to an exchange within 7 days of receipt of goods. Please contact us 03 9681 7878 or notify us in writing to hello@cocoxo.com.au. All shipping costs, including packaging and postage charges for return of the item to be exchanged and dispatch of the replacement item are to be paid by the customer. Items that are being returned to Co.Co for exchange, must be intact and in saleable condition. We will then issue an exchange or credit note. Otherwise returns are at the discretion of Co.Co.

GOODS RECEIVED IN ERROR
If you receive goods in error that is different to your confirmation of purchase please contact Co.Co on 03 9681 7878 or in writing to arrange a return at our expense.

GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.