Return Policy
Return and Refund Policy
At Coconia, we want you to be 100% satisfied with your purchase. If not, here's everything you need to know.
Right of Withdrawal: 30 days to change your mind
Legally, you have 14 days from the receipt of your order to withdraw (Article L221-18 of the Consumer Code).
At Coconia, we give you 30 days. You can return your product for any reason.
Return Conditions
For a return to be accepted, the product must be:
- In its original packaging
- Unused, unwashed, with no signs of wear
- Complete (cushion + harness + user guide)
Personalized products, products that have been opened and used, or products damaged by the Customer are not eligible for return.
How to proceed with a return?
- Contact us by email at mat_sam2@icloud.com, stating your order number and the reason for the return.
- Receive the return label: we will send you a prepaid return label within 24 hours.
- Pack the product in its original box.
- Drop off the package at the designated relay point or post office.
- Tracking: you will receive a confirmation email at each step.
Refund
Upon receipt and verification of the returned product, the refund will be processed within a maximum of 14 days, using the payment method used for the purchase.
The refund includes the price of the product and the initial delivery costs (except for partial return of the order).
Return Costs
Return costs are covered by us in metropolitan France. For returns from abroad, costs are the responsibility of the Customer.
Defective or Non-compliant Product
If you receive a defective product or one that does not conform to your order, contact us immediately at mat_sam2@icloud.com with a photo. We will fully cover the replacement or refund, at no cost to you.
You benefit from the legal guarantee of conformity (2 years) and the legal guarantee against hidden defects (2 years).
Questions?
For any questions about returns: mat_sam2@icloud.com - response within 24 to 48 hours.