Refund policy
Returns & Refund Policy
We want you to be completely happy with your shopping experience, which is why we offer a 30-day "no quibble" guarantee. If your order does not meet your expectations, please contact us straight away at info@coconutty.co.uk and we will do everything possible to put things right. Your satisfaction is our top priority.
1. Order Cancellations & Amending Orders
- Before Dispatch: You can cancel or amend any order placed with Coconutty.co.uk free of charge, provided the order has not yet been dispatched.
- After Dispatch: If your order has already left our warehouse, it cannot be cancelled mid-transit. Please wait for the package to be delivered, and then follow our standard returns process below.
- Our Right to Cancel: Coconutty Ltd. reserves the right to cancel and refund any order at its discretion (for example, due to pricing errors or stock issues), in which case a full refund will be issued immediately.
2. Your 30-Day Return & Statutory Right to Cancel
Under the UK Consumer Contracts Regulations, you have a statutory right to a 14-day cooling-off period. However, at Coconutty, we extend this to a 30-day return window for your peace of mind.
- The Window: You can cancel your purchase and return your items for a full refund within 30 days after the day on which the goods were received.
- How to Start a Return: Simply email us at info@coconutty.co.uk with your full name, full address, and the reason for your return. We will reply swiftly with the return shipping address.
- Exclusions: Due to the nature of our products, we cannot accept returns or offer refunds for items that are perishable or hygiene-sensitive if their safety seals or packaging have been opened or broken after delivery.
3. Return Shipping Costs
- Customer Responsibility: You are responsible for the costs of returning items if you have changed your mind or wish to utilize our 30-day guarantee. For your protection, we strongly recommend using a recorded-delivery or tracked service.
- Our Responsibility: If we delivered an item to you in error, or if the item arrives damaged or defective, we will cover the return shipping costs or arrange a replacement.
Your order is packed and dispatched directly from our own warehouse. We do not use drop-shippers or third-parties, ensuring your order comes straight from us.
- Out of Stock Items: On the rare occasion that we are out of stock of an item you ordered, we will contact you immediately to advise on an approximate waiting time, offer an alternative product, or provide a full refund.
- Missing Packages: If you have not received your order within a few days of dispatch, please notify us. In some circumstances, the courier may have delivered the package to a neighbour or returned it to the local delivery depot/post office if you were out.
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Damaged Items & Policy Conditions: Please inspect your parcel immediately upon arrival. If your item arrives damaged, please notify us at info@coconutty.co.uk as soon as possible with your order number and clear photos of the damaged product and outer packaging.
- Address Guarantee: Your parcel is guaranteed only to the original delivery address provided on your order.
- Forwarded Packages: We cannot be held responsible for a damaged parcel that had been forwarded on to another address by a third party.
Once your return is received and inspected at our warehouse, we will process your refund immediately.
- Refund Method: All monies will be refunded back to the original payment method used during your purchase.
- Bank Processing Times: While we issue the refund at our end straight away, banks and credit card providers typically take 3 to 5 working days (and up to 10 working days for certain card issuers) to clear the funds into your account.
- International Cards: If you purchased using an international payment method, processing times may vary depending on your provider.
- Confirmation: You will receive an automated email notification from Coconutty as soon as your refund has been issued from our system.
Thank you for your custom!