Returns, Refunds and Exchange Policy

RETURN & EXCHANGE POLICY

* Please note separate exchange policy exists for wholesale clients - please get in touch to learn more

We really want you to enjoy your product, and we highly value your feedback. If there is an issue with your product please get in touch with us through our contact email address: info@cocolouis.com.au or the contact form on this website.

If you are not happy with your candle/ room spray or other product's fragrance or smell, you may return your candle to us within 30 days of purchasing the product and we will either provide you with a full refund or a replacement product in a different scent. 

Please note that once the 30 day period has expired, we will not accept returns.

To avoid returns and issues with products please use the product use guidelines located on the packaging or in the "Product use tips" tab

* We will review every case individually and reserve the right to any outcome in regards to refunds and replacements.

We cannot provide a refund or exchange for any products that have signs of being meddled with in any way. 

 

HOME & LIVING FURNITURE RANGE - if the item is defected or damaged in transit, please let us know as soon as you can, all items after 7 days upon receipt will no longer be covered under exchange/ refund/ returns due to our supplier terms and conditions if you haven't notified us of any damage or defects within 7 days upon receipt.

We will assist in the damaged goods inquiry wherever possible, however AUS post policy states the following:  Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all of our Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool. Our retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing). Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details.

For further information please visit :  https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation

Coco Louis Hair and Body

All products should be spot tested for individual reactions and sensitivities prior to full time use. Each individual will react differently to different products. If you find yourself allergic or sensitive to our products which contain fragrances, essential oils and other ingredients, we suggest to consult your doctor and discontinue use. In case of an adverse reaction please visit your nearest emergency department or call 000. We cannot assume responsibility to individual reactions, we do however, provide guidelines for general safety of product use, and produce all of our products in line with all safety guidelines for general use as intended by the general public. Currently we do not offer refunds for body/ hair products, however if there is a genuine reason you may be entitled to receiving an exchange, provided the original product was returned, we can provide an exchange free of charge to you and with free postage back to you. 

These terms may be subject to change in the future, however as of now terms are as listed.