Politique de remboursement

CHANGE OF MIND 

All bedding products

We know you’ll love sleeping on our bedding, but if you don’t agree, you’re covered by our 30-night Good Sleep Guarantee.

Email us at customercare@cocoandhenry.com within 30 nights of your purchase and we'll get it organised. We'll then provide information for you to send the Product and its packaging back to us. From there we will arrange a full refund, gift voucher or Product exchange to the value of the original cost of the items as soon as we receive them, less original shipping costs. If the goods are returned to us within the free return period and you are located in Australia or New Zealand, Coco and Henry will arrange and cover the cost of the return. Otherwise the cost to return the goods to us is your responsibility. Outside of the free return time frame returns are only accepted based on the conditions listed below.

Please note, we are unable to accept returns for products that have been personalised.

To avoid having any sizing issues, please check the dimensions, size and details of the Product before purchasing to ensure that it suits your needs. If in doubt as to the suitability of the Product, please contact us via our contact form for more information.

All other products

We want you to be delighted with your new purchase! If you change your mind within 30 days, send an email to customercare@cocoandhenry.com we'll then provide information for you to send the Product and its packaging back to us. From there we will arrange a full refund, gift voucher or Product exchange to the value of the original cost of the items as soon as we receive them, less original shipping costs. If the goods are returned to us within the free return period and you are located in Australia or New Zealand, Coco and Henry will arrange and cover the cost of the return. Otherwise the cost to return the goods to us is your responsibility. Outside of the free return time frame returns are only accepted based on the conditions listed below.

Please note, we are unable to accept returns for products that have been personalised.

To avoid having any sizing issues, please check the dimensions, size and details of the Product before purchasing to ensure that it suits your needs. If in doubt as to the suitability of the Product, please contact us via our contact form for more information.

DAMAGED AND FAULTY PRODUCT 
If your order is damaged in transit, please contact us within 24 hours of receiving the Product by sending an email to customercare@cocoandhenry.com. Please include a description of the damage, a copy of your receipt as well as photos of the damage in your return request. We will assess your claim and decide whether it meets the requirements below in order to be eligible for a refund or other action.

You can choose a refund, gift voucher or exchange if you receive an incorrect Product or a Product has a ‘major problem’. A major problem includes: 

  • the Product has a problem that would have stopped someone from buying the Product if they had known about it; 
  • the Product is unsafe; 
  • the Product is significantly different from the sample or description; or 
  • the Product fails to do what we said it would, or what you asked for and cannot be easily fixed.

Please note that general wear and tear is not considered a major problem.

If your Product has a major problem, please contact us within 24 hours of identifying the major problem by sending an email to customercare@cocoandhenry.com. Please include a description of the major problem, a copy of your receipt as well as photos of the major problem in your request.

Please note that if the problem is not major, we may elect to repair the item rather than provide a refund, gift voucher or offer an exchange.

One-year workmanship warranty

The one-year workmanship warranty applies to the materials or construction of Coco and Henry branded Products only having a 'major problem' as described above, through general personal home use. It applies for 365 days after purchase date. Note that general wear and tear is not considered a major problem. It does not cover commercial or business use of the Product.

COSTS FOR RETURNS 
If items that have been sent, are the incorrect Product as a result of our error or the Product has a major problem (as defined above) or is damaged in transit, we will cover the return postage costs. Otherwise all return postage and insurance costs are to be paid by the customer, unless they have been returned within the free return period and are located in Australia or New Zealand, whereby Coco and Henry will arrange and cover the cost of the return. If paying for your own return, we recommend that you return the Product via Registered post and that you pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit. Coco and Henry will not be held responsible for parcels lost or damaged in transit on being returned.

HAVE MORE QUESTIONS? 
Please get in contact with us via our contact form, email us at customercare@cocoandhenry.com.