Return and Refund Policy – Cocon Benelux

In a nutshell…

In a nutshell, our return and refund policy lasts 14 days.

So, upon receipt of your purchase you have 14 days to decide if you want to keep it. We do advise however to inspect the package…and if the packaging is fine, check the content. Which for sure we know you will do anyway

in case you do not like the product or you wish another color, contact us within 14 days after receipt. Keep in mind that the fees for express delivery (DHL, UPS) will not be refunded as in line with EU regulations. These regulations stipulate that the standard shipping fees will be refunded and with us these are free.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must therefore be in the original packaging, both inner carton and outer carton as the outer carton also has the Capsula Mundi logo on it! We can not refund without both cartons as these are provided to us by the Italian manufacturer.

To complete your return, contact us by email, phone or whatsapp.

Important:

Do not send your purchase back to us without prior contact and approval as we will not be able to receive the package. All returns will be done at our costs with standard (free) shipping method for which we will provide you the details.

Need help?

The full version of the Return & Refund policy is applicable and can be read below.

SOLUTION ARCHITECTS BV, trade name “Cocon Benelux” – Return & Refund policy – full version

Version 12-2023

Overview

Our return and refund policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange. Our product is adequately packed in two carton boxes (outer box and inner box) but during transport things can happen that we can’t control. Therefore, upon receipt of the package:

please inspect the package and in case of severe damage to the outer box like a hole or crushed, do not accept the package;
in case the package is delivered to a ‘safe place’ and you notice a severe damage to the package, do not open it and contact us within 72 hours;
in case the packaging looks solid, please inspect the product. In the rare case the urn is broken, contact us within 72 hours;
in case you do not like the product or you wish another color, contact us;

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, both inner and outer carton as the outer carton also has the Capsula Mundi logo on it! We can not refund without both cartons as these are provided to us by the Italian manufacturer.

To complete your return, contact us by email, phone or whatsapp. We require a receipt or proof of purchase which we will not be able to check immediately when contacted by phone, therefore email is preferred. In most cases you can refer to your name, address and date of the order as we keep record of these for the period as described in our privacy policy.

Do not send your purchase back to us without prior contact and approval as we will not be able to receive the package. All returns will be done at our costs with standard shipping method for which we will provide you the details.

There are certain situations where only partial refunds are granted:

Booklet with obvious signs of use;
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after our approval.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange

Exchange

If you have our approval, and you want an exchange, we will resend a new item to your address using the standard free shipping method. So, in case you selected TNT Express for the initial order, we will send you the new product with PostNL at our charge. In case you ordered with PostNL, we will send you the new product with PostNL at our charge. There is only one exchange per order allowed.

In case your initial order was send with PosttNL and you need it faster, we can support you (either in dropping the package at a DHL or TNT parcel point for which you have ordered the service; or we order the service for you and after receiving your payment drop the package at the parcel point).

Refunds

If you have our approval then your product refund (excluding the special delivery shipping costs of DHL or TNT) will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days. A maximum of 14 days is applicable but in practice this is much faster.

Late or missing refunds

If you haven’t received a refund yet after 4-5 days, first check your bank account again. It may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund after 10 days, please contact us at info@coconbenelux.com.

Need help?

Contact us at info@coconbenelux.com for questions related to returns and refunds.