Refund policy
We hope you love your purchase from Cocoon 17. However, if you change your mind, you may request a return within 14 days of receiving your order.
Returns
To be eligible for a return, your item must:
- Be unused and in its original condition
- Be returned with any original tags, labels and packaging
- Be accompanied by proof of purchase
To request a return, please contact us at contact@cocoon17.com.
Returns should be sent to:
Cocoon17
c/o Tidal Fulfilment
Upper Brockington
Bredenbury
Herefordshire
HR7 4TH
Returns sent without prior authorisation may not be accepted.
Return Postage Costs
Unless an item is faulty, damaged, or sent in error, the cost of returning an item is the responsibility of the customer.
We strongly recommend using a tracked delivery service and obtaining proof of posting, as we cannot accept responsibility for returns lost in transit.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, faulty, or you have received the wrong item, please contact us as soon as possible at contact@cocoon17.com so we can resolve the issue promptly.
Where an item is confirmed as faulty or incorrect, we will arrange a replacement, refund, or reimbursement of reasonable return postage costs.
Returning Knives and Other Bladed Products
For the safety of postal workers, fulfilment staff and recipients, all bladed items must be packaged securely for return.
Sharp edges and points must be protected with strong cardboard or other suitable protective material to prevent the blade piercing the packaging during transit.
Where a knife or bladed product is being returned, customers must use an appropriate tracked postal service permitted for bladed items, such as:
- Royal Mail Tracked Returns®
- Royal Mail Special Delivery Guaranteed Returns®
- Parcelforce Worldwide Returns
Bladed items must not be returned using Business Response or Freepost services.
Any bladed item returned in unsafe packaging may be refused and returned to the sender.
Non-Returnable Items
We are unable to accept returns for:
- Gift cards
- Personalised or bespoke products
- Perishable goods
- Personal care products where hygiene seals have been broken
- Hazardous materials, flammable liquids or gases
- Sale or clearance items (unless faulty)
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return the original item for a refund and place a new order.
European Union Customers
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving your goods without providing a reason.
Items must be returned unused, in their original condition and packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at contact@cocoon17.com.