Politique de remboursement

 

Before making a purchase, kindly note that we use natural organic ingredients in our exquisitely handcrafted products therefore, there will be variations in viscosity, scent, and color, and these will vary from batch to batch. Each batch undergoes a weeks-long laborious creative process by our in-house artisans from seed to bottle. Natural organic ingredients sourced from nature are never identical and will cause variations in the final products. The effectiveness of the product, however, does not change. Therefore, KOKOBÉRNA cannot accept returns. 

Our value "transcend mediocrity", means just that. We make the absolute best products for those who are discerning and believe they deserve the best.

BEFORE PLACING AN ORDER
Double-check your shopping cart to make sure it includes the correct products you intended to purchase. You may schedule a call with our customer service team to learn more about our emblematic collection of products and what's best for you.

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 email customer service at guestservice@kokoberna.com 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.