Refund policy

Returns & Refunds Policy

We want you to be completely satisfied with your purchase. Our return policy is active for 30 days from the date you receive your product (unless explicitly stated otherwise, such as for a 30-Day Trial). If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

Return Conditions

  • The product must be returned in its original packaging (if applicable), unused, and free from stains, odors, or damages.
  • To protect our business from return abuse, a maximum of two (2) items per order are eligible for a cash refund to the original payment method. For any additional items, we offer unlimited store credit or exchanges.
  • For exchanges: If the new item costs more, you will be invoiced for the difference. If it costs less, we will refund the balance. Exchanges are dispatched only after the returned product is received and inspected.

Fees & Return Shipping

  • A standard 15% restocking and processing fee applies to all returns to cover the costs of inspection, repackaging, and administrative processing.
  • We do not provide prepaid return shipping labels. Customers are strictly responsible for purchasing their own postage and shipping the items back to our designated return facility.

Important Policy Highlights

Non-Refundable Costs & Items:

  • Purchased Warranties
  • Shipping Protection / Package Insurance
  • Original Shipping Charges
  • Priority Processing Fees

Tracking Requirement: Once your return is authorized, you must provide us with a valid return tracking number. Failure to provide tracking information may result in your refund or exchange being severely delayed or not processed at all.

Unauthorized Returns: Items sent back to our facilities without prior approval from our support team will be rejected and disposed of. To initiate a return, you must contact us first at support@cocolura.com.

Refund Methods

  • Approved refunds are processed back to the original payment method, issued as store credit, or processed as an exchange.
  • If, for any reason (such as a closed bank account or expired card), we cannot process a refund via the original payment method, store credit will be issued for the exact approved amount.

Order Cancellation

Because we pride ourselves on fast fulfillment, once an order is placed, we cannot cancel or modify it as the fulfillment process begins immediately. However, once your order arrives, you may start the standard return process by contacting our support team.

30-Day Risk-Free Trial

At Cocolura™, we stand by the quality of our products. We offer a 30-Day Risk-Free Trial strictly on select, clearly marked promotional items. If you’re not satisfied, you may return the eligible item within 30 days of delivery.

  • Eligibility: This trial applies only to the very first purchase of a specific Cocolura™ product. Final sale items, personalized goods, and items damaged through misuse are not eligible.
  • Process: Contact support@cocolura.com within 30 days of your delivery date. You are still responsible for the return shipping costs. Once inspected, we will process your refund (minus original shipping costs and restocking fees) within 5-10 business days.

Chargebacks & Disputes

We are always here to help resolve any issues. However, if you are unsatisfied with your purchase, you must contact our support team first. Filing a chargeback or payment dispute with your bank or PayPal without prior communication will immediately void your eligibility for any refunds, exchanges, or the 30-day trial. Please reach out to us before escalating to a dispute.

Damages & Issues

Please inspect your order upon reception. If you receive a defective, damaged, or incorrect item, contact us immediately with photo/video evidence so we can evaluate the issue and make it right.

Non-Returnable Items

For safety, hygiene, and logistical reasons, certain types of items cannot be returned. These include:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom products (e.g., personalized items or special custom orders)
  • Personal care & hygiene items (e.g., unsealed beauty products, used kitchenware)
  • Hazardous materials (e.g., flammable liquids, gases, batteries)
  • Gift cards and final sale/clearance items

If you have questions about whether your specific item is eligible, please contact us.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. Items must be unused, in original packaging, and with proof of purchase.

Refund Processing Times

  • Once your return is received and verified by our warehouse, an approved refund will be issued within 5 to 10 business days.
  • Please remember it can take some time for your bank or credit card company to process and post the refund (usually an additional 3-5 business days).
  • If your return is rejected due to policy violations (e.g., item is damaged), we will notify you of the next steps.
  • If more than 15 business days have passed since we approved your return and you haven't received funds, please contact us at support@cocolura.com.