Refund policy
COCOMO · ORDER SUPPORT
Returns, Refunds & Order Issues
Clear guidance on final-sale purchases, order changes and what to do if an item is incorrect, missing, defective or damaged in transit.
REPORT PROMPTLY
Know the correct window
-
24h
Incorrect, missing or defective item
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48h
Parcel damaged in transit
-
01
Start with your order number and evidence
Please read the complete policy.
Eligibility depends on the reason, reporting deadline and evidence provided. Do not return or dispose of any product or packaging unless COCOMO gives written instructions.
Start here
Policy at a glanceBefore fulfilment
Orders & final saleWithin 24 hours
Item issuesWithin 48 hours
Parcel damageBefore purchasing
Suitability & exclusions
Overview
Policy at a glance
All genuine order issues are reviewed carefully. The available resolution is confirmed only after the issue, reporting deadline and supporting evidence have been verified.
NOT ELIGIBLE
Change of mind or ordering error
Wrong product, shade, size, variant, quantity, preference, promotion selection or an unwanted item.
REVIEWABLE
Incorrect, missing or defective item
Report within 24 hours of delivery with your order number and the required evidence.
COURIER CLAIM
Parcel damaged in transit
Report within 48 hours. The courier investigation may take up to 30 calendar days.
NON-RETURNABLE
Food, supplements and ingestibles
Strictly non-returnable and non-exchangeable for hygiene and safety reasons.
Section 1
Orders & final-sale terms
What is COCOMO’s return and refund policy?
All sales are final for change-of-mind purchases, ordering mistakes, product preference or suitability concerns. Verified incorrect, defective, missing or courier-damaged items are reviewed according to the reporting deadlines in this policy.
Can I change or cancel my order?
Confirmed orders cannot be amended, including products, variants, quantities or promotional selections. Cancellation may only be requested while the order remains unfulfilled and is subject to a 15% cancellation fee. Once fulfilled or handed over for dispatch, the order cannot be cancelled.
What if I ordered incorrectly or changed my mind?
Returns, refunds and exchanges are not available when the wrong product, shade, size, variant or quantity was selected; when the customer no longer wants the item; when a promotion or voucher was selected incorrectly; or when colour, scent, texture, finish or another personal preference is unsuitable.
Can I return an unopened product?
No. An unopened product does not automatically qualify when the reason is change of mind, an ordering mistake or personal preference. Unauthorised returns may not be accepted.
Section 2
Incorrect, missing & defective items
Incorrect item
Contact COCOMO within 24 hours of delivery. Include your order number, a clear photograph of the item received, and photographs of the parcel and shipping label. Do not open or use the incorrect item. Once the fulfilment error is verified, COCOMO will arrange a one-to-one exchange at the original delivery address at no additional cost.
Defective item
Contact us within 24 hours with your order number and clear photo or video evidence showing the defect. Retain the product, original packaging, shipping label and parcel packaging while the case is reviewed.
Missing item
Contact us within 24 hours of delivery. Include your order number, photographs of the parcel, shipping label and every item received. An unboxing video may help us investigate the packing discrepancy.
Section 3
Parcel damage & courier claims
Contact COCOMO within 48 hours of delivery and provide complete photo and video evidence showing the outer parcel, shipping label, internal packaging, every damaged product and the parcel’s condition when received.
- Keep every product and all inner and outer packaging until the case is concluded.
- COCOMO reviews the evidence and submits an eligible transit-damage claim to the courier.
- The courier investigation may take up to 30 calendar days.
- Any approved replacement, compensation or redelivery is processed after the investigation concludes.
Section 4
Product suitability & non-returnable items
Testers and trials
COCOMO is an online store and does not provide testers, trials or samples unless a sample is specifically included in an advertised promotion. Review the product description, ingredients, directions, size, shade and suitability information before purchasing.
Sensitivity or personal results
Individual results and suitability vary. A reaction, sensitivity, dislike of texture or dissatisfaction with personal results does not automatically mean that a product is defective. Customers are responsible for reviewing ingredient and product information, particularly when they have known allergies or sensitivities.
Food, supplements and ingestibles
Food, supplements, drinks, meal replacements and other ingestible products are strictly non-returnable and non-exchangeable for hygiene and safety reasons.
Section 5
How to report an eligible issue
Send everything together in your first message to avoid review delays:
- Order details: your COCOMO order number and a short explanation.
- Product evidence: clear photographs or video showing the issue.
- Parcel evidence: outer packaging, internal packaging and shipping label.
- Retention: keep every product and all packaging until COCOMO confirms the case is closed.
COCOMO may request additional evidence. Fulfilment errors are verified internally, while transit-damage cases are referred to the courier. The available resolution is confirmed after the relevant review is complete.