REFUND POLICY

Returns Conditions

All returns are subject to the following conditions (‘Return Conditions’).
Except if an item is faulty (and without limiting Australian Consumer Law), Cocoway will offer a replacement or refund, only if:

The return is made within 15 days of the receivership;
You have valid proof of purchase;
Please be aware that unless an item is faulty, you cannot exchange or return an item more than ONCE. If an item is not faulty, Cocoway retains the right to reject a return based on a failure to adhere to these Return Conditions; and is subject to the company’s discretion on a case by case basis.

Not Satisfied

Cocoway is happy to offer a replacement or refund if you are not satisfied with your purchase and is in accordance to the ‘Return Conditions’.

To begin this process, please ensure all steps of the following are completed:

Please send us the return reasons and supporting information via [email protected]
Once we receive your return request via email it will be assessed by our customer service team and you will contacted within 2 business days as to whether it is accepted, in accordance with company policy and guidelines.
We will then advise you of your next steps and where to return your product.
Once the item is received back in the condition stated in the claim, we will assess the product and accept to offer a replacement or refund (whatever you have selected) to the value of the item. Please see ‘Returns Tender’ for more information regarding refunds.

Faulty Returns

Cocoway is happy to offer a replacement or refund if an item purchased is deemed as faulty.

To begin this process, please ensure all steps of the following are completed:

Please include your address and online order number (if purchased directly from us) or proof of purchase (if bought in-store). Failing to enter the correct details may result in a delay with your return.
Send all information to [email protected]

Once we receive your return request via email it will be assessed by our customer service team and you will contacted within 2 business days as to whether it is accepted, in accordance with company policy and guidelines.
We will then advise you of your next steps including the product return process and where to return your product.
Once the faulty item is received back in the condition stated in the claim, we will assess the product and accept to offer a replacement or refund (whatever you have selected) to the value of the item plus delivery charges (receipt must be obtained for us to refund). Please see ‘Returns Tender’ for more information regarding refunds.

Returns Tender

If you have selected to receive a refund, your return will be assessed within three (3) business days of receiving it back at HQ where you will then receive an email to confirm your refund has been processed.

Please allow up to seven (7) business days from the email, for this to be visible within your account.

Refunds will be returned to you in the manner you paid for the item (debit or credit card, PayPal). Any items purchased using Cocoway Credit, will be returned for Cocoway Credit.

If you are required to pay an additional amount for an exchange, your nominated debit/credit card, or PayPal account will be charged before the new item is sent. When you agree to finalize the return, you give Cocoway the right to debit your debit/credit card or PayPal account for any outstanding payments resulting from the exchange before sending your order out.

Please be advised that our online warehouse is not open to the public, and we do not accept in person drop offs of any merchandise.

Consumer Guarantee

All our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law.