Politique de remboursement

 

Due to the nature of our products and FDA regulations, KOKOBÉRNA cannot accept returns.

While we do offer refunds and replacements on products that are damaged during shipping or that are failing, we will need documentation from our shipping partners that damaged did in fact occur.

Please note that we use natural ingredients in our products therefore, there will be variations in viscosity, scent, and color, and these will all vary from batch to batch. Natural ingredients sourced from nature are never identical and will cause variations in the final products.

Because KOKOBÉRNA uses the freshest natural organic ingredients possible to create the products we sell, we do not buy huge lots of ingredients at any given time. This means that our ingredients and products are inherently mutable as they are subject to changes in nature. For example, a plant seed oil may fluctuate in color depending on the growing conditions, varietal, harvest time, etc. The efficacy of the product, however, is not mutable.

BEFORE PLACING AN ORDER
Double-check your shopping cart to make sure it includes the correct products you intended to purchase. You can also talk with our customer service team to learn more about our products.

AFTER PLACING AN ORDER
Check your email for your order confirmation. It is best to do this immediately after placing an order so that you can catch any errors in real time and contact us before your order ships. For example, you may have provided an incorrect shipping address or accidentally ordered the wrong size of a product. It's okay--it happens! If you catch the error quickly, and let us know, we can fix it. However, once your order is out the door it is unfortunately not returnable.

If you see an error on your order confirmation, our Customer Care Representatives will be happy to assist you in troubleshooting. You can contact them at guestservice@kokoberna.com.

IF YOU NEED TO CANCEL AN ORDER
We process orders as quickly as possible, which means some orders may ship same day. Therefore, to prevent delays we don't have a set window of time during which cancellations are guaranteed. Please ensure your order is correct before submitting, as submitted orders will be treated as final and won't be cancellable after they are shipped.

If you need to request changes or cancellations on an order, please call or text customer service at +1 (312) 380-9441 as soon as possible. Please do not send an email for order cancellations.

Orders placed over the weekend will be processed the following business day.

Please note, custom orders cannot be cancelled and include a non-refundable to be determined service fee.

If a change needs to be made to your order, please notify us within 24 hours. No changes or cancellations can be made after 24 hours.