Refund Policy

We accept eligible return requests within 14 days of delivery.

Return eligibility

For change-of-mind returns, items must be unused, unwashed, clean, free from pet hair, odors, stains or other signs of use, and returned in their original packaging with any included accessories or inserts. Proof of purchase is required.

Before sending anything back, you must contact us at support@cocoonhaven.com and receive return authorization and return instructions. Returns sent without prior authorization, or to an address not provided by us, may not be accepted.

Return shipping

For change-of-mind returns, the customer is responsible for return shipping costs and for ensuring the item reaches the designated return address safely. Original shipping charges are non-refundable unless required by applicable law or the return is due to an error on our part.

Pet-use and hygiene condition

Because CocoonHaven products are intended for pets, items showing signs of pet use, including hair, odors, stains, washing, scratching or other wear, are not eligible for a change-of-mind return.

Damaged, defective or incorrect items

If your item arrives damaged, defective or incorrect, please contact us as soon as reasonably possible at support@cocoonhaven.com with your order number and clear photos. We will review the issue and provide an appropriate solution in accordance with applicable consumer law.

Non-returnable items

Items that have been used, washed, soiled, damaged after delivery, altered or returned without the original packaging may be refused for change-of-mind returns. Gift cards and items specifically marked as final sale are also non-returnable, except where applicable law provides otherwise.

Exchanges

We do not process direct exchanges. If an eligible return is approved, you may place a new order for the preferred size, color or item.

Refunds

Returned items are inspected before a refund is approved. If approved, the refund will be issued to the original payment method. Where permitted by law, we may reduce the refund to reflect diminished value caused by handling or use beyond what is reasonably necessary to inspect the product. Your bank or payment provider may require additional time to post the funds.

Mandatory consumer rights

Nothing in this policy limits any mandatory rights you may have under applicable consumer-protection law. Where local law provides greater rights, those rights apply.

Contact

For return or refund questions, contact us at support@cocoonhaven.com.