REFUND & RETURN POLICY

1. Return Window & Eligibility

You may request a return within 14 days from the date of delivery, as confirmed by carrier tracking.

To be eligible for a return, items must meet all of the following conditions:

Unused & Unaltered

Items must be in the same condition as received. Products that have been installed, watered, planted, cut, modified, or exposed to soil or outdoor elements are not eligible for return.

Original Packaging

Items must be returned in their original packaging with all labels, tags, and identifying information intact.

Clean Condition

Returns showing dirt, debris, moisture, or signs of outdoor wear or use (“wardrobing”) will not be accepted.

2. Restocking Fee

For non-defective returns, including but not limited to change of mind, incorrect size selection, or ordering error, a restocking fee of up to 15% may apply.

This fee covers inspection, handling, repackaging, and inventory processing costs. Any applicable restocking fee will be clearly communicated and confirmed before return authorization is issued.

3. Non-Returnable Items

The following items are final sale and not eligible for return or refund:

• Custom-cut or made-to-order products
• Items that have been used, installed, or exposed to environmental conditions
• Products damaged due to misuse, improper installation, or improper storage
• Gift cards

4. Damages, Defects & Natural Variations

Please inspect your order immediately upon delivery.

Natural Material Disclaimer

Our products are made from natural coconut fiber (Cocos nucifera). Minor variations in color (golden to brown), weave density, texture, and dimensions are inherent characteristics of natural, biodegradable materials and are not considered defects.

Claims based solely on these natural variations are not eligible for refunds under “Not as Described”.

Reporting Damages or Defects

If your item arrives damaged or defective, you must contact us within 48 hours of delivery.

Please provide:

• Clear photos of the damaged product
• Photos of the outer packaging and shipping label

Failure to report transit damage within this timeframe may affect eligibility for a replacement or refund.

5. Return Authorization Process (RMA)

All returns require prior authorization.

1. Request Authorization: Contact us at cocohitech.jsc@gmail.com to request a Return Merchandise Authorization (RMA). Returns sent without an approved RMA may be refused.
2. Prepare the Return: Securely pack the item in its original packaging.
3. Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error. Shipping fees are non-refundable.

We strongly recommend using a trackable shipping service. We are not responsible for returns lost in transit.

6. Refund Processing

Once the returned item is received and inspected (typically within 3–5 business days):

• You will be notified of approval or rejection of the refund
• Approved refunds will be issued to the original payment method
• Refunds are processed within 10 business days, excluding original shipping costs and any applicable restocking fee

Processing times may vary depending on your payment provider.

7. Lost or Stolen Packages (Delivery Confirmation)

Once a shipment is marked “Delivered” by the carrier, responsibility for the package transfers to the customer.

If tracking shows “Delivered” but the package cannot be located:

• Please check with neighbors or building management
• Contact the carrier directly to initiate an investigation

We do not issue refunds for orders where carrier tracking confirms delivery to the address provided at checkout.