Shipping & Returns

In accordance with EU consumer law (Directive 2011/83/EU), you have the right to withdraw from this contract within 14 days of the day you received the goods (or the last item, if you ordered multiple products in one order), without giving any reason.

The right of withdrawal does not apply to sealed products that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery. All our products are delivered sealed, so this applies once you have broken the seal on a product. Products with an unbroken seal can be returned under your right of withdrawal. You may handle the product only as needed to establish its nature, characteristics and functioning, as you would in a shop. If it has been handled beyond that, we may deduct the resulting loss in value from your refund. If a product is defective, your rights under the legal guarantee are not affected.

You can withdraw online with our withdrawal form, by e-mail to returns@kocoa.nl, or with the model form below.

Return shipping costs

Return shipping costs are the responsibility of the customer. If your order is defective or incorrect, KOCOA will cover the return shipping costs.

If you send back a product whose seal is broken

A product whose seal you have broken after delivery is not covered by the right of withdrawal, so we can't accept it back or refund it. If one arrives in a return, it stays your property, and we will:

1. tell you in writing, normally within 3 working days, with a photo of the broken seal, and refund the products in the same return whose seal is unbroken within the legal deadline;
2. keep the product safely for 30 days, free of charge, and ask you to choose:
   • Send it back to me. We ship it to your delivery address once you have paid the shipping cost for your country: Netherlands EUR 4.95, EU Near EUR 7.95, EU Far EUR 16.95 (the countries are listed under Shipping above), never more than our actual shipping cost. We send you a payment link and dispatch within 2 working days of payment.
   • I'll arrange collection. You may collect it, or send a courier, from our return address below within the 30 days, free of charge.
   • I don't want it back. Tell us in writing and we will dispose of it responsibly, free of charge.
3. If you don't reply, we send a reminder after 21 days. If we still haven't heard from you after 30 days, we send the product back to your delivery address.

We never destroy a product without your written agreement. If a seal was already broken when the parcel arrived, or the product is defective, this section does not apply: your legal guarantee applies and we cover the costs. Please tell us when you contact us about the return.

Refunds

We refund all payments for the products you withdraw from without undue delay and at the latest within 14 days of the day we receive your withdrawal statement. We may hold back the refund until we have received the products back or you have shown that you have sent them, whichever is earlier. We refund using the same payment method you used, unless you expressly agree otherwise; you will not pay any fee for the refund.

When you withdraw from the whole order, the original standard shipping cost will be refunded as well. If you selected a more expensive shipping option (e.g. express delivery), only the cost of the cheapest standard shipping option will be refunded.

Return address