SHIPPING & RETURN
RETURN, REFUND & EXCHANGE POLICY
Returns & Refund Policy
If you need to return an item, please review the following guidelines carefully:
Eligible Returns
We accept returns in the following cases:
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Damaged or Faulty Items: If your product has a manufacturing defect or arrives damaged.
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Incorrect Item Received: If you received the wrong item.
To initiate a return, please contact us via the Contact Form on the right. Include your Order Number and the Reason for Return, and we will prioritize your request.
Non-Eligible Returns
We do not offer refunds or exchanges for:
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Change of Mind or Incorrect Purchases
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Late Deliveries or Transit Damage by Australia Post – If your package is delayed or damaged in transit, please contact Australia Post directly to file a claim.
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Due to strict health and safety regulations enforced by both the manufacturer and relevant regulatory authorities, we do not accept returns or offer refunds on health-related products—including items that are unopened and unused.
Return Process & Conditions
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Refunds will be processed within 7–9 business days after the returned goods are received at our designated warehouse.
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Items must be unused, include all original tags, documents, accessories, and packaging, and remain in their original condition.
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Returns with tampered factory seals or damaged retail packaging due to customer mishandling will not be eligible for a refund or exchange.
Contact Information
Office Address:
23 Dine Street
Randwick
New South Wales 2031
Australia
Email: info@cocoonpower.com
Phone: 0435790762
SHIPPING POLICY
Shipping Charges to Australian and New Zealand Addresses
All orders are shipped using Australia Post. Free shipping applies to all orders shipped within Australia, New Zealand. We reserve the right to charge additional shipping fees for large and commercial orders. Express delivery will incur additional charges, depending on the total weight of the order.
Shipping Method
We can deliver to residential addresses, business addresses and PO boxes. When shipping to a business address please ensure that you specify the business name together with a contact name at the destination. All orders must be signed for on delivery. If no one is available at the address when delivery takes place a postal card will be left and the parcel can be collected from the nearest post office.
Delivery & Shipping Timeframe
Most orders are processed and dispatched within 3 business day of the order being placed. Items on backorder or out of stock may take longer to leave our warehouse. We will let you know via email if there's any shipping delays or products that are out of stock or changes to our stock levels at time of order.
If there are multiple items on your order it may be shipped from one warehouse (as a complete order) or from our supplier location (to be received in multiple deliveries). You will be advised of the despatch location by email when your order is shipped.
International Shipping Cost
International shipping costs are based on the destination country and the total weight of your order. To estimate shipping costs to your destination add the desired products to the cart then use the "Estimate Shipping and Tax" feature.
Customs and Duties
Prices do not include relevant overseas customs duties, foreign taxes or other fees, which may be imposed and this is the responsibility of the customer. We cannot be held responsible for any additional charges on your international order, nor can we accept a return of the order in this case. Your parcel may be abandoned if you refuse to pay these charges. We will not be held responsible for any loss of funds as a result of this occurrence.
Please note: marking international orders as a gift in order to bypass or reduce any customs fees is not possible as this is an illegal practice and your local customs office will be able to help with further information about your country's regulations.