RETURN POLICY AND COMPLAINTS
1. Return policy
In accordance with the consumer protection legislation you may exercise your right to return any purchased products at your own expenses without any penalty and with no need to provide any reason. It’s necessary only to inform us by mailing to [email protected] within 30 days of the date you have received the products.
Return items must be shipped back within 30 days of the date you informed us for your decision to the following address: Bulgaria, 1407 Sofia, 53V Vaptzarov blvd. Purmerul Ltd.
If all the conditions below are covered we’ll refund you the whole sum for the returned products:
1.1 The products are not opened and in their original package
1.2 There are no traces of stains, use, modification or damage on them
1.3 The original invoice or the order number are included too
The shipping expenses are paid by the client.
You will be informed in case the products can’t be accepted because they do not fulfill the requirements, mentioned above in points 1.1, 1.2 and 1.3. In this case you may choose to have the products delivered back to you at your own expense. If you refuse the above delivery, COCOSOLIS reserves the right to retain the products and the amount paid for your purchase.
Please note that any duties, taxes and fees you have paid for the delivery of the purchased products, if any, shall not be refunded.
2.1 Complaints for damaged shipments are made:
- at the time of receiving the delivery and in the presence of the courier, it should be written in a note in the bill of lading and also a completed statement in two copies is signed by both, recipient and courier.
- within 2 working days from the date of delivery by e-mail at [email protected], as it is obligatory to mention the order number and provide photos of the product / products.
2.2 Although we give a 100% guarantee for our products* and the determination of the actual benefit of their use is very individual, we assume that there may be customers who are dissatisfied with the products’ effectiveness. If so, please contact us to see how we can help you. In case of a reasonable complaint, it should be brought to us up to 30 days from the date of delivery.
Please note that hypersensitivity or allergic reaction to the delivered products cannot in itself be considered a defect of the products. Accordingly, defects in gifts and other free items that we provide in addition to your order are not considered as a defect also.
* For the best results of each product’s use, information can be found on our website www.cocosolis.com/au.
If the purchased product you want to return was accompanied by free item(s), it is necessary to return them too in the appropriate form (complete and unused, in their original and not opened package)
The refund procedure for returned products starts within fourteen (14) days from the date we have received them.
The refund period for the amount you paid for your purchase depends on the form of payment you have used:
- Purchase by cash on delivery: all the amounts paid on delivery, we refund only by bank transfer to your personal account
- Purchase with credit / debit card: all the amounts are refunded to the same account (card) from which the payment was made. The refund time will also depend on the policy of the company that issued the card;
- Payment via PayPal: refunds will be credited to your PayPal account and will be visible immediately. The actual refund of the credit card amount associated with your PayPal account depends on the company that issued the card.
Last update 29/12/2020