Returns & Exchanges
You can exchange your item up to 30 days following the delivery of your order. Exceptions apply, some products can't be exchanged. See exceptions below.
If your order was delivered more than 30 days ago, we cannot proceed with an exchange.
Make sure your item meets all our return conditions:
- In perfect, unused and resalable condition
- Was never assembled
- In its original packaging, packaging must be in perfect condition
- Includes all original parts
- Returned within the given time frame
Good to know:
- You must arrange shipping and cover the return shipping costs for your original item.
- We will cover the shipping costs of your new item.
- If you decide to exchange this item again (i.e. more than once), you will have to pay the shipping and return costs.
- We are free to accept or refuse the product to be exchanged if it does not comply with all our return conditions.
- In the event of a return that does not comply with the conditions, we will not proceed with the exchange. Your item will be returned at your expense OR your item will be donated to a local charity and 25% of the item price will be refunded.
To proceed with an exchange, contact us at support@cocovillage.com and we will be happy to guide you through the procedure. Be sure to mention your order number or provide proof of purchase, and tell us the exchange product you wish to receive.
Pre-order cancellations are subject to a 15% cancellation fee.
You can return your item up to 30 days after delivery of your order. Exceptions apply, certain products can't be returned. See exceptions below.
If your order was delivered more than 30 days ago, we cannot issue a refund or exchange.
Make sure your item meets all our return conditions:
- In perfect, unused and resalable condition
- Was never assembled
- In its original packaging, packaging must be in perfect condition
- Includes all original parts
- Returned within the given time frame
Good to know:
- You must organize shipping and cover the return shipping costs for your item.
- If you paid for delivery charges at the time of purchase, these delivery charges will not be refunded.
- If you took advantage of free shipping at the time of your purchase, a 20% (+tax) restocking fee will be deducted from your refund.
- We are free to accept or refuse a return if it does not comply with all of our return conditions.
- In the event of non-compliant returns, your item will be returned to you at your expense OR your item will be donated to a local charity and 25% of the item price will be refunded.
To proceed with a return, contact us at support@cocovillage.com within 30 days of delivery of your order and we will be happy to guide you through the procedure. Be sure to mention your order number or provide proof of purchase.
You have 30 days following the delivery date of your package to report a damaged or defective product received, including but not limited to products damaged during delivery.
If your order was delivered more than 30 days ago, we cannot process your claim. It is therefore very important to inspect your package upon delivery.
If you received a product in good condition at the time of delivery, but it has been damaged during use, please check our warranty here instead.
Depending on the nature of the damage or defect, we will offer you one of the following resolutions:
- Replacement part(s)
- A replacement item
If instead you wish to return your item in full, you may do so in accordance with our return and exchange policy.
To report a damaged or defective product received, contact us at support@cocovillage.com within 30 days of delivery of your item and we will be happy to guide you through the process. Be sure to mention :
- Your order number
- The name of the product
- The number(s) of the part(s) to be replaced (refer to assembly instructions if necessary)
- Clear photos or videos of the damage or defect, taking care to accurately identify the parts shown in the photo or video.
Wood is a natural material that can bear marks. Variations in wood grain, colour, knots or texture are natural phenomena in our handcrafted wood products. These variations and unique marks are proof of quality, not defects. That's what makes each product unique!
The following products are final sales and cannot be returned or exchanged:
- Items sold as a pre-order - Pre-order cancellations are subject to a 15% cancellation fee
- Items sold at 50% off or more
- Items offered free of charge as part of a contest or collaboration
- Items that have already been assembled (partially or completely)
However, these products are covered under the Warranty and Policy for items received damaged or defective.