Refund Policy

1. Wrong or damaged items

If you receive an item that doesn’t match your order or arrives damaged, please reach out within 5 calendar days of delivery. To help us resolve your case quickly, include the following in your message:

• • Your order number
  • A description of the issue
  • Photos of the item you received

Because we ship internationally from Peru, reshipping isn’t feasible. Once we’ve reviewed your case, you can choose between:

• • Full refund: the value of the affected item refunded to your original payment method.
  • Store credit: the value of the affected item as credit toward your next order — no expiration date.

2. Order cancellations

You can cancel your order at no charge as long as it hasn’t shipped yet. Once an order is on its way, we’re unable to cancel or make changes to it.

3. Loss

In the event of loss of orders shipped via standard shipping (with a tracking number), we will contact the postal service to file a claim and verify the status of the shipment. If the response is negative, we will proceed to issue a refund for the value of the affected product.

This process may be initiated once 60 calendar days have passed from the shipping date, if the order has not been delivered.

4. Import regulations & customs

Our products are made and sold legally in Peru. That said, import regulations vary by country, and it is the buyer’s responsibility to confirm that the product is permitted for import in their country before placing an order.

We are unable to issue refunds for orders held or seized by customs authorities in the destination country.

That said, if your package was held by customs and returned to us in good condition, we’ll be happy to reship it. In that case, we’ll only charge the same shipping fee you paid on your original order. Please contact us if you receive a return notification so we can keep an eye out for your package — or if we receive it first, we’ll reach out to you to arrange the reshipment.

By completing your purchase, you confirm that you have reviewed the import regulations applicable in your country and agree to this term.

5. What this policy doesn’t cover

• • Orders held, seized, or confiscated by customs authorities
  • Claims submitted more than 5 days after delivery
  • Items that show signs of use or tampering by the customer
  • Incorrect address provided by the customer
  • Loss or non-delivery of orders shipped with the free shipping option without a tracking code

6. Contact us

For any questions regarding returns or refunds, please write to us at: sales@cocateabox.com