Refund policy

Returns

** Please, if you want to return a product, get in contact with us at info@kocoono.com to approve your return and provide you with the return address.

Please do not return the product to our Warehouse address that is on the original box. We are not responsible for the returns sent to the Warehouse without previous request and authorisation.

Once you confirm order number and return information and receive a response,  send the parcel to the return address provided, please confirm this and send the tracking link to info@kocoono.com, so we can identify the parcel **

100-Day Return Policy for  Kocoono™ Blankets and Shoulder Hugs. To be eligible for a return, your item must in the same condition that you received it. It must also be in the original packaging. We want all our customers to be happy with their purchase of their Kocoono and we are confident you will love your Kocoono in the event that you wish to return or exchange your Kocoono as soon as possible. We can arrange a Swap-it if you wish to change the weight of your Kocoono.

Please keep the original packaging for at least 100 days after purchase.

We want our customers to love their experience with  Kocoono™ products. If in the first month you conclude your purchase is not a good fit or that you would prefer a different product instead, we welcome you to request a return authorisation by emailing info@kocoono.com. Once the below information has been received, we can then approve your return and provide you with the return address.

Be advised that returns must be submitted within 100 days of delivery, the return item must be undamaged (new condition), and customers are responsible for all return shipping charges and packaging.

To expedite the return process, please include the following information within your email:

  • Name On Order
  • Order number
  • Email address order was placed under
  • Shipping Address
  • Reason for return
  • Choice of exchange or refund
  • Image of product in original packaging 


The image of the product in its original packaging is a non-negotiable. We need the requested image for a multitude of reasons, but a big reason is to protect customers from any financial liability in the case that damage occurs during transit. The image of the blanket in the packaging proves the condition of the product prior to shipment.

If you believe that your product has arrived with damage or defect, please contact customer service within 100 days to return items of poor quality for a refund/exchange. Please include a description and photo verification of the damage in your email.
We currently do not have a warranty on Kocoono™ outside of the return policy window, but check out our FAQ's with information on how to best use and upkeep your Kocoono™ items.

  • Your refund will be issued within 14 days of the items being returned (Note: we do not offer a refund on the shipping fee for return items)
  • It is up to the customer to cover the cost of the returned item. We advise using a reliable courier service for this as An Post do not seem to track the packages effectively. We recommend using DPD or a company like https://www.parceldirect.ie/
  • You must confirm the shipping of your returned product and send the tracking link to info@kocoono.com, so we can be aware of your return and identify the parcel.


Return policy for Kocoono™ Eye Masks and Kocoono Weighted Eye Pillows.

The Kocoono™ Eye masks and Kocoono™ Weighted Eye Pillows are non-refundable and non-returnable once they have been shipped out. The reason being, they are handwash only and it is not something that can be returned due to hygiene reasons. Our company has the right to refuse returns that are not within our guidelines.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products


Our policy lasts 100 days. If 100 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must in the same condition that you received it. It must also be in the original packaging.

 

** Please do not send your purchase back to the manufacturer.

Swapit

It can take up to 14-28 days for the body to fully adjust to your Kocoono weighted Blanket and achieve the benefits it was designed to provide. If you feel that the weight is too heavy or too light after this period, we can arrange a 'swapit' within 30 days after the purchase. Your Kocoono has to be in perfect condition, and you need to ensure you hold onto the original box and packaging.  We offer this service to our customers for free:  our courier collects the Kocoono that is not suitable for you and gives you the one that suits you better. If you would like to arrange a swapit , please contact us at our email info@kocoono.com to provide you with more details. (note: in case you return your Kocoono at a later stage, the swapit costs will be deducted from the refund amount) 

Refunds (if applicable)

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. 

Your refund will be issued within 14 days of the items being returned. 

 *You must confirm the shipping of your returned product and send the tracking link to info@kocoono.com, so we can be aware of your return and identify the parcel.

** We do not offer a refund on the shipping fee for return items. The outgoing shipping cost is deducted from the refund amount depending on the shipping price at the tie this may vary from €8- €10.

** If you tried our swapit service and wish to return your Kocoono at a later stage, the costs for the swapit will be deducted from the refund amount.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, 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 yet, please contact us at info@kocoono.com 

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@kocoono.com. 

Shipping
To return your product, please email info@kocoono.com and include the following information within your email:

  • Name On Order
  • Order number
  • Email address order was placed under
  • Shipping Address
  • Reason for return
  • Choice of exchange or refund
  • Image of product in original packaging 

We endeavour to reply to your email within 24-72 hours or receiving it with a slightly longer timeframe if sent over the weekend.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.