Refund policy

Returns and Refunds

We want you to be happy with everything you buy from Shop Coco. If something is not right, please get in touch and we will sort it out.

Returns window

You have 30 days from the day you receive your order to request a return.

What we can accept back

Because we sell skincare, sun care, cosmetics and supplements, we can only accept returns of products that are unopened, unused and still in their original sealed packaging, with any seals and shrink wrap intact. This is a hygiene and product safety requirement and it applies to all skincare, cosmetics and ingestible products.

Devices such as the Medicube AGE R Booster Pro may be returned if they are unused and returned in the original packaging with all accessories included.

What we cannot accept back

Products that have been opened, used, swatched or had their seal broken, unless the product is faulty
Sheet masks, sample sizes and gift with purchase items
Products returned more than 30 days after delivery
Products damaged after delivery through misuse or incorrect storage

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or is not what you ordered, please contact us within 7 days of delivery with your order number and a photograph of the item and its packaging. We will arrange collection at our cost and send you a replacement or a full refund, whichever you prefer.

Change of mind

If you simply change your mind, you are welcome to return an unopened product within the 30 day window. The cost of returning the item to us is for your account, and the original delivery fee is not refunded.

Reactions and sensitivity

Skincare can behave differently on different skin. We are not able to accept opened products back for a reaction, but please do contact us. We will talk it through with you and help you find something better suited, and our aesthetician can advise on the right routine for your skin.

How to start a return

Message us on WhatsApp on +27 76 854 5308 with your order number and what you would like to return. We will confirm whether the item qualifies and give you the return address. Please do not send anything back before we have confirmed the return, as unconfirmed returns cannot be processed.

Refunds

Once we receive and inspect your return, we will let you know the outcome. Approved refunds are paid back to your original payment method within 10 working days. Please allow a few additional working days for your bank to reflect the payment. Refunds include VAT at the rate applied to your original order.

Cancelling an order

If you need to cancel an order, message us as soon as possible. If your parcel has not yet been handed to the courier we will cancel it and refund you in full. Once a parcel has been dispatched it must be handled as a return.