Returns, Refunds, and Cancellations Policy

Order Cancellation and Modification Policy

We process and ship all orders very quickly and cannot guarantee any modifications or cancellations after your order has been placed.

If you wish to modify or cancel your order: please contact our customer service team as quickly as possible via email* at kontakt@cocoony-hair.com

We will do our best to modify or cancel your order if it has not yet been processed in our warehouse.

*To speed up the processing of your request, please include "Cancel my order" in the email subject line, as well as your full name and order number in the body of the email.

Returns and Refunds Policy

If your order has already been shipped, rest assured: you can still return it to obtain a refund, subject to the rules listed below.

Our refund policy lasts 100 days. If more than 100 days have passed since the delivery of your purchase, unfortunately, we cannot offer you a refund or exchange.

To complete your return, you must present a receipt or proof of purchase.

Refunds (if applicable)

Once your returned item is received and inspected, we will send you an email to confirm receipt. We will also notify you of our decision to approve or reject your refund request.

If your request is approved, your refund will be processed and the amount will be automatically credited to your credit card or original payment method within one week.

The refund of shipping costs is only possible if you exercise your right of withdrawal before the package is shipped.

Late or Missing Refunds:

• Check your bank account again.

• Contact your banking institution.

• Processing times usually take 7 to 14 business days.

• If you have done all of this and still have not received your refund, please contact us at kontakt@cocoony-hair.com

Late or Missing Refunds (if applicable)

If you haven't received your refund yet, first check your bank account again.

Next, contact your credit card company, as it may take some time before your refund is officially posted.

Then, contact your bank. There is often some processing time before a refund is posted.

If you have completed all of these steps and still have not received your refund, please contact us at kontakt@cocoony-hair.com

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at kontakt@cocoony-hair.com

Shipping

To return your product, you must contact us via email at kontakt@cocoony-hair.com and we will inform you of the procedure to follow, as well as the address of our warehouse authorized to receive returned packages.

Original shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from it. You are responsible for paying your own shipping costs for returning your item.

Returned items are your responsibility until they reach us.

If you are shipping an item valued over €50, we recommend considering a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.