Exchange & return Cancellation rights As a consumer, you have a 14-day period during which you can cancel your online purchase. The cancellation period expires 14 days after you have received the products. If you have ordered several different items in one order, but they are delivered individually, the deadline runs from the day you receive the last item. The deadline means that you have 14 days from receipt to notify us that you want to cancel your purchase. If you wish to make use of your right of cancellation, you must send an email to shop@cocooncompany.dk, in which you clearly express that you wish to cancel the purchase, or parts of the purchase. You cannot cancel the purchase by refusing to receive the item without notifying us at the same time (see above: "package not picked up from parcel shop"). Purchases in our physical store No refunds are given on items purchased in our physical store, but items can be returned and exchanged for a voucher. Exchanges can only be made in the store on presentation of the original receipt and within 14 days. Exchange When exchanging, you must make a new order and send the old order back. We handle your return shipment as quickly as we can and refund the purchase amount, according to our return conditions. Returning part of the purchase If you have purchased several items from us, you have the option of returning one or more items, even if they were purchased in one order. However, you should be aware that the discount on a package offer requires the purchase of the entire package. Should you therefore wish to regret the purchase of a product from a starter package or bundle, the associated discount given on the package offer will therefore no longer apply. The discount in question, which was given on the package when the order was placed, is therefore deducted from the return amount when refunding. Also note that you will not get the shipping costs back if you regret parts of your purchase. Return Once you have notified us that you want to cancel your purchase, you have 14 days to send the item back to us. You must pay for the package to be returned, and you are liable if any damage occurs during transport. As the sender, you are responsible for adequate and proper packaging and marking it with one (and only one label) shipping label. Return Label Please contact our customer service at shop@cocooncompany.dk for information about return options and shipping methods available for your location. Certain items cannot be returned by normal post. This applies to: Items larger than 300 cm (circumference + length) and 20 kg. These will also be delivered by carrier. If you wish to return a product that cannot be returned by normal post, contact our customer service at shop@cocooncompany.dk and ask about other options. Return package requirements Please note that when returning items, it is the customer's responsibility to ensure that the return package complies with the carrier's rules for system-compliant packages. This means that the package must be properly packaged and meet the following requirements: The package must have 5-6 flat and unbroken sides. It must be covered with approved packaging material (cardboard, plastic, heavy foil or styrofoam) all the way around. It must have a regular shape so that it can be stacked. If these requirements are not met, the package is deemed non-system-compliant by the carrier and may be subject to additional fees. Examples of non-system-compliant packages include: canisters, containers, bottles, rolls, tubes, metal boxes, tires, and sacks. If we receive a non-system-compliant return package and are charged extra costs by the carrier, these costs will be passed on to the customer. We therefore recommend that you ensure your return package meets the carrier's requirements before sending it. If you have questions about proper packaging, please contact us for guidance. No right to return These products cannot be cancelled/returned: Goods which are manufactured according to your specifications or have been given a distinct personal touch, for example specially sewn kapok products. Sealed goods which for health protection or hygiene reasons are not suitable for return and where the seal has been broken. For example, essential oils. For these goods, the right of withdrawal only applies if the original packaging is intact. Goods where the customer has accepted that the product has a fault. The condition of the item when you send it back Please be aware that, for the sake of our other customers, there are certain requirements to the returned products. If the item has lost value and this is because you have used it in a way, other than what was necessary to establish the nature, characteristics and way of functioning of the item, you can only get a part of the purchase amount back. The amount you can get back depends on the commercial value of the item, and in some cases it may mean you can only get back the shipping costs. This could be cases where the products show signs of having been used or simply unpacked in a room with dust, animals or smoke; and where it is considered that the product will not be able to be sold on to another customer. Instead, you should pack the item carefully in a box that is large enough, so that the item does not get wrinkled. Original labels must not be removed if the item is to be returned. If the original packaging is missing, this may lead to a decrease in the value of the item. Refund of the purchase amount If you regret your purchase, you will get your money back. If the item is impaired, we deduct the amount you are liable for. We return the money with the same means of payment that you used for the purchase, unless we have agreed otherwise. When paying with credit cards, it only takes a few days before you receive your money. However, if you pay via bank transfer, invoice, or through one of our partial payment solutions, it can take up to 30 days before the money appears in your account. It can take up to 10 business days before your return enters our warehouse, the return case is closed, and the amount is refunded. Please note that there may be longer processing times during holiday periods. We can withhold the payment until we have received the item, unless you send us documentation that you have returned it. Credit cards: A few days Bank transfer/invoice: Up to 30 days Processing time: Up to 10 business days The item should be sent to: Cocoon Company ApS Att: Customer service Erhvervsparken 1 8882 Faarvang Denmark We only receive packages that are sent directly to the address. You can also cancel the purchase by notifying us and handing it in personally to the above address. This must be done by prior arrangement with customer service on tel. +45 40491149 or by email shop@cocooncompany.dk. Package not picked up If you have not picked up your package from the parcel shop within the given time limit (see above "delivery to parcel shop"), the package will be returned to Cocoon's warehouse. After this, we reserve the right to charge a fee corresponding to our actual expenses in connection with the transport of the package. If the order is then cancelled pursuant to the right of withdrawal, a fee will be deducted, corresponding to the shipping costs incurred for receiving an uncollected package. In cases where a consumer does not pick up the package at the parcel shop, and it therefore returns uncollected, it is important to be aware that this cannot be considered as a cancellation of the purchase. A cancellation of the purchase can only happen if you explicitly notify us that you wish to cancel. You cannot, as a rule, cancel simply by failing to collect the package. If you wish to have the package sent again, no fee will be charged for the return of the package. Instead, the package can be reshipped at the normal shipping fee according to our current rates. Right to complain When you shop with us as a consumer, the Danish Sale of Goods Act applies. This means that you have the right to complain for 24 months. If your complaint is justified, you can either get the item repaired, exchanged, get the money back or a reduction in the price, depending on the specific situation. As a consumer, you must report within a "reasonable time" after you have discovered the error. How to proceed: Send an email to shop@cocooncompany.dk Include pictures of the product and the problem Describe the problem in detail We will assess whether the item needs to be returned If the complaint is approved, we will send a return label If you have a product you would like to complain about, please send an email to shop@cocooncompany.dk with pictures of the product and the problem, and with a detailed description of the complaint. Together we find out whether we can approve the complaint without seeing the item physically, or whether we need to get the item back and assess the problem physically. If the complaint is justified, or if we need to have the item sent back for assessment, we will send you a return label that you can use to send the item back. Important to remember: The item must always be sent back in proper packaging so that the item cannot be damaged during transport. As the sender, you are responsible for adequate and proper packaging and that the package is sent with only one label on the package. Remember to also get a receipt for sending the item in case the package should disappear during transport. Do you have additional questions regarding returns or complaints? Contact our customer service
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