Terms & Conditions

In accordance with EU 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.

To exercise this right, you must inform us of your decision before the withdrawal period expires. You may use the Model Withdrawal Form available on our Shipping & Returns page, or send a clear statement to returns@kocoa.nl.

Return shipping costs are the responsibility of the customer, except in the case of defective or incorrectly delivered products, in which case KOCOA will cover the return shipping costs.

Upon withdrawal, we will reimburse all payments received from you for the products you withdraw from. When you withdraw from the whole order, this includes the cost of standard delivery (the cheapest delivery option available); if you chose a more expensive delivery method, we will only reimburse the cost of the cheapest standard delivery. Refunds are made 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 goods back or you have shown that you have sent them, whichever is earlier.

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.

5.6 Products returned with a broken seal. If a product whose seal was broken after delivery is returned to us, the right of withdrawal does not apply to that product and the contract for it remains in force. The product remains your property. We will inform you in writing and keep it for 30 days, free of charge. At your choice, we will (a) send it back to your delivery address after you have paid the shipping cost to your country stated on our Shipping & Returns page, which will not exceed our actual shipping cost; (b) let you collect it, or have it collected, from our address within those 30 days, free of charge; or (c) dispose of it free of charge if you tell us in writing that you give it up. If you have not chosen within 30 days of our notice, after one reminder, we will send the product back to your delivery address. We will refund any products in the same return whose seal is unbroken within the legal deadline, regardless of your choice. This clause does not affect your right of withdrawal for products whose seal is unbroken or your rights under the legal guarantee.