Refund policy
Return & Refund Policy
Last updated: October 29, 2026
At COCOSAY, we want every order to arrive in excellent condition. Please review our return and refund policy before placing your order.
1. Returns & Refunds
We accept voluntary return, exchange, or refund requests reported within 7 calendar days of delivery for the following verified issues:
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Damaged or defective items.
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Incorrect items, sizes, or colors sent due to our error.
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Missing items from your order.
We do not accept voluntary returns, exchanges, or refunds for personal reasons, including incorrect size or style selections, changes of mind, or personal preferences.
Requests submitted after 7 calendar days are not eligible under our voluntary return policy, except where applicable law requires otherwise.
Please carefully check your size, color, and order details before purchasing.
2. Damaged or Incorrect Orders
Please inspect your order upon delivery and report any issues within 7 calendar days.
Contact orders@cocosay.com and provide:
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Your order number.
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Clear photos showing the issue.
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A continuous unboxing video, if available.
We strongly recommend recording an unboxing video and keeping the original packaging to help verify and resolve any issues.
The absence of an unboxing video does not automatically invalidate a legitimate claim.
Once verified, we will arrange an appropriate replacement, return, or refund. We cover reasonable return shipping costs for confirmed errors on our part.
3. Return Conditions
Contact us for instructions before returning any items.
Approved returns should be unworn, unused, and in their original condition with tags and packaging, where applicable, except for defective items or where required by law.
4. EU & UK Consumer Rights
Consumers in the European Union and United Kingdom generally have a statutory right to cancel eligible online purchases within 14 days of receiving their goods, unless a legal exemption applies.
After notifying us of cancellation, goods must be returned within 14 days.
Eligible refunds include the product price and standard delivery charges, where applicable. Customers are responsible for return shipping costs for change-of-mind cancellations where legally permitted and disclosed before purchase.
Refunds will be processed within the legally required period and may be withheld until we receive the returned goods or proof of return, where permitted.
These statutory rights are separate from our 7-day voluntary return policy.
5. Refund Processing
Once approved, refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Nothing in this policy limits your statutory consumer rights, including rights concerning defective, incorrectly described, or nonconforming goods.
6. Contact Us
For returns, refunds, or order issues:
Email: orders@cocosay.com
Website: https://cocosay.com