Refund policy

Last updated: September 1, 2026

Every KOKOBÉRNA preparation is made in small batches and handled with care. All purchases are final, except for the limited returns described below.

Eligible Returns

A return may be accepted only when every condition below is met:

• The product is new, unused, and unopened, with all seals intact.

• You email customercare@kokoberna.com for authorization before returning the product.

• The authorized return is placed with the shipping carrier within 10 calendar days of delivery.

• A printed copy of the original order confirmation is enclosed with the return.

For reasons of hygiene, product integrity, and safety, KOKOBÉRNA cannot accept any preparation that has been used, opened, or had its seal broken.

Unauthorized returns and refused shipments will not be accepted or refunded.

Final Sale

The following purchases cannot be returned or refunded:

• Wellness tisanes

• Subscription orders

• Products marked final sale

• Short-run and limited-edition offerings

• Used, opened, or unsealed products

These exclusions apply even when the product is otherwise returned within the 10-day period, except where applicable law requires otherwise.

Refunds

Approved returns are inspected upon receipt. Once approved, the refund will be issued to the original payment method within 7 to 10 business days.

A flat $25 shipping deduction will be taken from the eligible merchandise refund. Additional processing time required by your bank or payment provider is outside KOKOBÉRNA’s control.

Refunds are not issued until the authorized return has been received and approved.

Before Placing an Order

Please review the product, size, quantity, billing information, and delivery address before submitting your order. For assistance before purchasing, contact customercare@kokoberna.com.

Changes and Cancellations

Review your order confirmation immediately after placing an order. If a correction or cancellation is needed, email customercare@kokoberna.com within 24 hours of purchase.

A cancellation request is not a guarantee that an order can be stopped. Once an order has entered fulfillment or has shipped, it cannot be changed or canceled.

Lost, Missing, or Marked-Delivered Shipments

The shipping carrier is responsible for investigating shipments that are lost, missing, or marked as delivered but cannot be located.

Customers must contact the carrier directly and follow its claims or missing-package process. KOKOBÉRNA does not open or manage carrier claims for lost, missing, stolen, misdelivered, or marked-delivered shipments.

Products Damaged in Transit

If a product arrives damaged in transit, email customercare@kokoberna.com promptly and provide:

• Your order number

• Photographs of the shipping carton and packaging

• Photographs of the damaged product

• A description of the damage

Keep the carton, packing materials, and damaged product until the matter has been resolved. Discarding these materials may prevent the damage from being verified.

KOKOBÉRNA will assist with verified transit-damage claims. A replacement or other remedy may be issued after review and in accordance with applicable law.

Incorrect Items

If KOKOBÉRNA sends a product different from the one listed on your order confirmation, email customercare@kokoberna.com promptly. Include your order number and photographs of the product received.

KOKOBÉRNA will provide instructions and correct the order at our expense. The $25 shipping deduction does not apply to verified transit damage or an incorrect item sent by KOKOBÉRNA.

International Orders

KOKOBÉRNA does not provide returns or refunds or exchanges for international orders. Neither do we provide returns or exchanges for customs delays, customs holds, refused customs clearance, taxes, duties, tariffs, or related charges imposed by the destination country.

International customers are responsible for understanding the import requirements and charges that apply in their destination. Nothing in this policy limits consumer rights that cannot lawfully be waived.