We truly hope you LOVE your self-care products, but if for any reason you need to return them to us, please read the below terms and instructions.
Our policy lasts 20 calendar days. If 20 days have gone by since your purchase date, unfortunately we can’t offer you a refund, credit or exchange. To be eligible for a return due to change of mind, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
For all refunds, we will process the refund after deducting our shipping costs to your location. These costs vary based on Sendle rates from Brisbane to your address.
Please note: Shipping costs for the return are also your own expense.
If a product is damaged or defective on arrival, please contact us immediately so that we can offer a replacement item. Please provide a photo of any defects or damage with your request to email@example.com. We pride ourselves on fixing any issues you may have as soon as possible!
Additional non-returnable items:
* Gift cards
* Used / clearly worn socks, mats, stretch bands or water bottles. For hygiene reasons these cannot be resold.
TO COMPLETE A RETURN:
1. Please email your return request including reason for return firstname.lastname@example.org and we will advise what type of return you are eligible for (refund, exchange, store credit).
2. Please send the returned items to:
Cloud & Coco Returns
PO BOX 5066
Mount Gravatt East
Queensland, Australia 4122
3. Await confirmation from us that we have received your return and processed the return transaction. Let us know if you don’t hear back from us within 7 days.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you if a refund, exchange or credit note is approved. The refund amount will be calculated on the return, minus the initial cost of shipping the item/s to you.
If a refund is approved, it will be processed within 3 days and a credit will automatically be applied to your credit card or original method of payment, within 5 working days (depending on your banking institution).
Late or missing refunds (if applicable)
If you haven’t received a refund after approval within the 5 days, first check with your credit card company / bank, as it may take extra time before your refund is officially posted.
If you’ve done this, please contact us at email@example.com and we will investigate further.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. A store credit may be given in place of a refund for sales items once they are returned to us. Shipping for the return is at your own expense.
This policy includes any purchase made with discount codes.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will further direct you on where to return post the item.
Shipping costs for returns
You will be responsible for paying for your own shipping costs for returning your item/s. Shipping costs are non-refundable unfortunately. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item worth over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item, which is why we recommend a tracking number be obtained.
If in doubt, please reach out to our friendly team for advice!