Refund policy

At Cocoon, we carefully check every order before it leaves us. If your order arrives damaged, defective, or incorrect, please contact us so we can make it right.

Damaged or Defective Items

If your order arrives damaged or you receive a defective item, please contact us within 48 hours of delivery.

To help us assess the issue, please provide:

Your order number
Clear photos of the damaged or defective item
A continuous unboxing video showing the package from the moment it is opened

The unboxing video is required for claims involving damage that may have occurred during shipping.

Once we receive your claim, we will review the issue and let you know the appropriate resolution, which may include a replacement or refund, depending on the circumstances.

Incorrect Items

If you receive an item that is different from what you ordered, please contact us within 48 hours of delivery with your order number and photos of the item received.

We will arrange the appropriate replacement or other remedy at no additional cost to you.

Change of Mind

We currently do not accept returns or exchanges simply because you changed your mind, ordered the wrong item, or no longer want the product, provided that the item delivered is correct and free from defect.

Refunds

If a refund is approved, we will provide the refund using the appropriate available method and within a reasonable period after the refund has been approved.

Shipping fees are generally non-refundable, unless the refund is due to an error or issue for which Cocoon is responsible.