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Returns Policy

You can return your product free of charges, no questions asked if the item is in it's original condition (excluding shipping fees).

OUR RETURNS POLICY IS REALLY SIMPLE.

We have all been there, we have ordered something online and realised it is no longer needed. Our policy lasts 30 days (from the date we provided the item to the carrier for shipment to you) for you to change your mind and return the order in its original condition back to our HQ. Returns after this date will not be eligible for a refund or exchange. When you receive your item, you must check it as soon as possible following receipt and always before use. 

  • We cannot accept items back that have been opened or used unless the item was received by you in a damaged or defective condition.
  • Damaged or defective items returned without their original packaging will not receive a refund.
  • All purchases made via Tapjoy and/or through mobile gaming are final and non-refundable. 

DAMAGED PRODUCTS

We do apologise if you have received a damaged product. This is not common and we hope to solve your matter quickly and efficiently. If your product is defective then please notify hello@cocoalocks.com as soon as possible notifying them that you will be returning your product for an exchange and to receive the returns form to complete the return and then refer to the “To Return Your Item” at the bottom of this page.

MISSING REFUND

If it has exceeded 10 business days and your refund has not appeared back to your original payment method then please contact hello@cocoalocks.com to have this investigated.

ITEM DELAYED

We apologise if you have not received your item, we hope to get this cleared up as soon as possible. Please make contact with our customer service team at hello@cocoalocks.com so they can investigate the whereabouts of your parcel. To be eligible for a refund you must allow up to:

10 working days within the UK

14 working days with the EU

25 working days in the United States

30 working days Rest of the world.

TO RETURN YOUR ITEM

To organise a return to Cocoa Locks then:

  • Contact hello@cocoalocks.com to receive a returns form.
  • Complete the form and insert it into the package with your unused/ undamaged product.
  • Retain the proof of postage from when you have shipped the product back to us.
  • Ship the product to:  Cocoa Locks c/o Bezos c/o Ogden Fulfilment Limited, Unit 3E, Acre Park, Keighley, West Yorkshire, BD21 4JH, UNITED KINGDOM. Please note we do not cover the cost of postage.
  • The Order Number must be clearly marked on your returned items otherwise the warehouse won't be able to process the return.

Any item you have accept and then return is your responsibility until it reaches our warehouse. Please ensure that you use a delivery service that insures you for the value of the goods.

All of our returns are then checked by our returns department and are checked within 7 working days. We will then either arrange the exchange or refund the amount paid, minus shipping fees, to your original payment method.

To be eligible for a refund the product must be unused and not damaged, so, ensure that it is wrapped up on its way back to us the same way it arrived. Please note, that it is not our responsibility to cover shipping costs back to us and a refund will only be issued once it arrives to our warehouse.

REFUND POLICY

You can only receive a refund when your product have not been opened or used in any way and you return it via the method found under “To Return Your Item”. We can never refund you if your products have been opened under any circumstances. We are unable to give refunds on orders where incorrect addresses have been given.