Refund policy

Returns

You have 14 days from the delivery of the last item in your order to request a return. If the last day of your return window falls on a weekend or public holiday, it will automatically extend to the next business day.

To be eligible for a return, your item must be unused and in the same condition that you received it, and in its original packaging.

To complete your return, we require a receipt or proof of purchase.

How to Submit a Return Request

You can request a return directly from your customer account:

1. Click the profile icon in the store's Menu or go to our Refund Policy or Returns page.
2. Sign in to your account:
   • Enter your email address in the "Email" field and click Continue.
   • Check your email for a six-digit verification code sent from our store.
   • Enter the verification code on the online store to sign in.
3. Click Request return for the order you'd like to return.
4. If your order has more than one item, select the specific items you want to return.
5. Select a return reason and add a note for our team.
6. Click Request return to submit.

Once your return request is approved and requires shipping, you'll receive an email with shipping instructions and a return shipping label. After we receive the returned product, your refund will be processed.

Refunds

Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a certain number of days.

Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.

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 first, we will send the refund to the gift giver.

EU Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your item, without giving any reason. The withdrawal period begins on the day you (or a third party you nominate) receive the last item in your order.

To exercise your right of withdrawal, you must notify us of your decision by a clear statement (e.g., by submitting a return request through your account or by emailing us). You may use the standard withdrawal form, but it is not mandatory.

We will reimburse all payments received from you, including standard delivery costs (except for additional costs arising from your choice of a non-standard delivery method), without undue delay and no later than 14 days from the day we receive your returned item. We will use the same payment method you used for the original transaction.

Please note: The right of withdrawal does not apply to custom-made or personalised products.

Return Shipping

To return your product, please mail it to: Coco Imports Ltd, 359 Hardy Street, NSN, Nelson 7010, New Zealand

You are responsible for paying your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item.