REFUND AND RETURNS POLICY

Effective Date:February 17, 2025

At CocoaCarenie, we are committed to ensuring you are fully satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free return and refund process, based on the terms outlined below. By purchasing from CocoaCarenie, you agree to the terms of this policy.

1. RETURN ELIGIBILITY

To qualify for a return, the following conditions must be met:
✔ Items must be unused, unworn, and in original packaging.
✔ Return requests must be initiated within 30 days from the delivery date.
✔ A valid proof of purchase (order number or receipt) is required.
✔ Items must include all accessories, manuals, and tags (if applicable).

🚫 Non-Returnable Items:

  • Gift cards or promotional items
  • Clearance or final sale products
  • Personalized or custom-made items
  • Perishable goods (e.g., food, beverages)
  • Hygiene-related items (e.g., skincare, cosmetics, undergarments)

2. HOW TO INITIATE A RETURN

If your item meets the return conditions, follow these steps:

Step 1: Contact Us

📩 Email us at info@cocoacarenie.com with your order details and reason for return.
📸 Please include photos or videos (if the item is damaged or defective).

Step 2: Return Authorization

Once your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and return instructions.

Step 3: Ship Your Return

  • Securely pack the item in its original packaging.
  • Clearly label the package with your RMA number.
  • Use a trackable shipping method to send the item back to us.

📍 Return Address:
CocoaCarenie Returns Department
3388 Maryland Avenue, Saint Petersburg, Florida, United States

⚠ Important: Customers are responsible for return shipping costs unless the return is due to our error (damaged or incorrect item).

3. REFUNDS & PROCESSING TIME

Once we receive and inspect your return, we will process your refund based on the following conditions:

Refund Method:

💳 Credit/Debit Card Refunds: Processed within 5-10 business days, depending on your bank.
💰 PayPal Refunds: Typically processed within 2-3 business days.
🔄 Store Credit: If preferred, we can issue store credit for future purchases.

🚫 Refunds Will NOT Be Issued If:

  • The returned item does not meet the eligibility conditions.
  • The return request was made after 30 days from the delivery date.
  • The product is damaged due to misuse or improper handling.

4. EXCHANGES

If you received a damaged, defective, or incorrect item, you may request an exchange within 7 days of delivery.

📸 Steps for an Exchange:
1️⃣ Contact us at info@cocoacarenie.com with photos/videos of the issue.
2️⃣ Once approved, we will provide a prepaid shipping label for return.
3️⃣ A replacement item will be shipped to you at no extra cost.

Note: If the requested item is out of stock, we will issue a full refund or store credit.

5. RETURN SHIPPING COSTS

📌 Who Pays for Return Shipping?
✔ If the return is due to our error (wrong or defective item), we cover return shipping costs.
✔ If the return is due to personal reasons (change of mind, wrong size, etc.), the customer is responsible for return shipping fees.

🚚 We recommend using a trackable and insured shipping method, as CocoaCarenie is not responsible for lost or damaged returns.

6. LATE OR MISSING REFUNDS

If you haven’t received your refund yet:
✅ Check your bank account – Some refunds take extra processing time.
✅ Contact your bank or payment provider – Certain financial institutions may require more time to process refunds.
✅ If the issue persists, email us at info@cocoacarenie.com for assistance.

7. ORDER CANCELLATIONS

🚨 Cancellations Before Shipment:

  • Orders can be canceled within 24 hours of purchase for a full refund.
  • Once an order has been processed for shipment, cancellations are not possible, but you may initiate a return after receiving the item.

🚫 Cancellations After Shipment:

  • Once the item has shipped, it cannot be canceled. However, you may initiate a return upon receipt of the item.

8. CHANGES TO THIS POLICY

CocoaCarenie reserves the right to update this policy at any time. Any modifications will be posted on this page with a revised effective date. We encourage customers to review this policy periodically.

9. CONTACT US

For refund and return inquiries, feel free to reach out to us:

📍 Address: 3388 Maryland Avenue, Saint Petersburg, Florida, United States
📞 Phone: 727-522-4412
📧 Email: info@cocoacarenie.com
🌐 Website: https://cocoacarenie.com/

By purchasing from CocoaCarenie, you acknowledge and agree to this Refund and Returns Policy.