Refund policy
Return Policy for a Refund
You have 30 days from the date your order is delivered to request a return.
Before sending your item back, we will ask you to provide photos or video so we can confirm the condition of the product and determine the best way to proceed.
Clearence items are strictly non-refundable. Additional item exclusions will be clearly stated on the product page and at checkout
To be eligible for a return:
- Your return request must be submitted within 30 days of receiving your order, and the item must be posted back within this timeframe.
- The item must not be marked as Clearance or Non-Returnable at the time of purchase, unless the item is faulty.
- Items must be returned unused and in their original condition, including all original packaging, tags and accessories.
- Original shipping fees are non-refundable.
- Return postage is the responsibility of the customer and will be deducted from your refund.
- Please include your invoice or order details with your return.
- If you believe your item is damaged or faulty, please contact us at cococlover@outlook.com.au before sending it back.
Can I Return My Item For A Refund?
Yes. We accept returns within 30 days of receiving your order, provided the item is unused, in its original condition and packaging.
If your return is accepted, you’ll be responsible for the return shipping cost, which will be deducted from your refund amount.
To start a return, please contact us first. We’ll provide instructions on how and where to send your item. Items returned without first requesting a return will not be accepted.
Once your return has been received and inspected, we’ll process your refund to your original payment method.
What Happens After I Send My Return for a Refund
Once your return has been posted back to us, we’ll begin processing your exchange or refund as soon as possible.
To help speed up the process, we recommend keeping your postage receipt and sending us a photo as proof that your return has been lodged.
If you don’t have a postage receipt, that’s okay, we’ll just need to wait until your return arrives back at our warehouse before we can process your refund or exchange.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cococlover@outlook.com.au.
Start Your Return for a Refund
Want to return an item? Please email us at cococlover@outlook.com.au with your order number and the item/s you’d like to return.
Our team will review your request and let you know if your return is eligible, along with the next steps for sending your item/s back to us.
Damage and Faulty Assesment for a Refund
If there’s an issue with your Coco & Clover cover, please get in touch with us as soon as possible. We may ask you to send through a photo or video so we can have a look and work out what’s happened.
If the issue is due to a manufacturing fault or genuine product defect, and it’s reported within 30 days of receiving your order, we’ll replace the product at no cost to you.
If the damage has been caused by misuse, accidents, excessive force or general wear and tear, it won’t be considered a product defect. Depending on the issue, we may be able to provide a replacement part, such as a buckle or d-ring, rather than replacing the entire cover.
We’ll always assess each issue individually and do our best to find a fair solution.
Return Conditions for a Refund
To be eligible for a return:
You’ll need to provide your order number or proof of purchase.
If the item is faulty or damaged, please provide a photo or video showing the issue.
The item must be faulty, damaged on arrival, or not as described.
To start a return, please email us at cococlover@outlook.com.au
Exchanges
Need a different size or colour? No problem.
To exchange your item, simply contact us within 30 days of receiving your order. Once your exchange has been approved, you’ll need to return the original item to us.
Once we receive and inspect the returned item, we’ll send your replacement straight out to you.
Please note that the item must be unused, in its original condition and packaging, with no signs of wear, hair, dirt or damage. Return shipping costs are the responsibility of the customer.
What if there is a diffrence in price?
If you’re exchanging your order for an item of a different price, you’ll need to pay the difference if the new item costs more.
If the new item costs less, we’ll refund you the difference.
Australian Consumer Rights Summary
We follow all legal guidelines set by Australian Consumer Law.
When You Can Get a Refund or Replacement
You qualify for a money-back refund or an exchange if an item:
- Is broken, damaged, or defective
- Poses a safety hazard
- Looks completely different from its description
- Doesn't work or perform as intended
When Refunds Aren't Covered
We aren't obligated to give a refund if you:
- Simply changed your mind after purchasing
- Incorrect decission
- Misread or overlooked the clearly provided product details and dimensions