We hope that you are happy with your Cochine order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 working days from delivery. Returned goods must be unopened, unused and in a re-saleable condition; for example, the item must have all its packaging, wrapping and tamper seals intact.
A returns form can be downloaded using this link: Download a returns form. Please send the goods back to us with completed returns form within 14 days of receipt in their original packaging to one of the Cochine addresses below:
UK/Europe: Cochine Ltd., c/o CDL Logistics, Units 21-22 The IO Centre, Armstrong Road, The Royal Arsenal, London SE18 6RS.
US: Cochine Ltd, c/o Lauren Gulliver,155 Woodward Ave #3, Norwalk, CT 06854, USA
Asia/ROW: Cochine Ltd, 1008 Yu Yuet Lai Building, 43-55 Wyndham Street, Central, Hong Kong
Once your item is received by us and it meets the criteria above, we will apply a refund to the original method of payment for the value of the goods excluding delivery within 14 working days.
The goods are your responsibility until they reach us, therefore for your own protection we recommend you get proof of postage as we can only refund on receipt of the unwanted goods. If you return your entire order, we will refund the original delivery cost. If a returned product is faulty, we will refund the original delivery cost and the postage paid by you to send it back to us. Refunds will only be made to the credit or debit card on which the purchase was made.
Please ensure to send any returned items back via Recorded Delivery to avoid items getting lost.
Should you wish to cancel an order before it has been dispatched, please contact us at firstname.lastname@example.org or call our Customer Services helpdesk on +852 8170 0459.
Once an order has been dispatched, please follow the Returns Procedure by completing a returns form: Download a returns form.
If you cancel your order but do not return the cancelled goods to us within 14 working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund. Please notify us within 5 working days of delivery by e-mailing us at email@example.com.
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection. We regret that we are unable to acknowledge claims for damage should we be informed outside of this time scale.
If you have any queries regarding our returns policy, do not hesitate to e-mail us at firstname.lastname@example.org.