Consumer Exchanges, Refunds and Returns Policy
At Cocoon Luxury Australia we want you to be completely satisfied with your purchase. In the unlikely event one of our products does not meet your expectations, at our discretion we will be happy to offer you a replacement, refund or exchange. It is of the utmost importance to Cocoon Luxury Australia to deal with your concerns quickly, efficiently and fairly and be completely transparent in everything we do. We will do whatever we can to solve your problem fairly.
We undertake to reimburse you for any product delivered to you that is faulty or is in a damaged condition as per Australian Consumer Law. If you wish to return a faulty or damaged product, you must notify us through our designated “Contact Us” webpage prior to returning the damaged goods within 14 calendar days of receipt.
Please contact us through the Cocoon Luxury Australia Contact Us page or email us at firstname.lastname@example.org. Please include your order number, Customer Name, date of purchase and let the Cocoon Luxury Australia team know about the issue and why you would like to return your product.
Upon receipt of your request, we will send you an authorisation number and instructions on where/how to return the item(s).
To be eligible for a refund, please note the following conditions:
- Refunds are at the sole discretion of the Cocoon Luxury Australia team
- You must contact the Cocoon Luxury Australia team no later than 14 calendar days after receiving your Cocoon Luxury Australia products
- Cocoon Luxury reserves the right to ask for more information from you regarding the return/refund
- Refund payments will be made for the amount on the original purchase receipt.
- Returned product must have at least 50% of the contents remaining.
- You are responsible for shipping costs and the safe return of merchandise. Any goods returned to Cocoon Luxury Australia will be at your expense regardless of the fault or reason for their return.
- Note to International Customers: Because duties and taxes are collected by the government in the country where the goods are received (and not by Cocoon Luxury Australia), we will not reimburse for these expenses.
Most returns are processed within 5-10 business days of receipt. You will receive an email confirmation once your return or exchange has been processed.
Please allow up to 2 business days for order processing. During busy periods such as public holidays such as Easter, Christmas and other relevant public holidays delays may occur. An email will notify you when your order is on its way. All orders will be dispatched via shipping service and rates ONLY, due to quality control of product, temperature control requirements of the product and our manufacturers recommendation. Particularly through the summer months, keeping the product below 30degrees at all times and in order for you to receive your product/s as quickly as possible.
Free shipping within Australia is provided for orders over $100 AUD. Although, Cocoon Luxury Australia / Cocoon Luxury, are unable to accept responsibility for poor quality control and handling via a third party, due to temperature related circumstances, delays in delivery due to unforeseen circumstances, such as natural disasters or delivery company strikes, etc.
Please note that the suggested delivery estimates are a guide only and we are not responsible for any unforeseen delays in delivery by Australia Post.
AUSTRALIA WIDE ONLY
Express Shipping (2-4 Business Days)
$15 Flat Rate
Free Shipping For Orders of $100 (5-7 Business Days)