Refund policy

Cocoon Haven – Returns & Refunds Policy

Last Updated: 27 July 2026

At Cocoon Haven, we are committed to providing quality products and excellent customer service. This Returns & Refunds Policy complies with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) of South Africa.

Nothing in this policy limits or excludes any rights you may have under applicable South African law.

1. Return Eligibility

You may request a return if:

Your item is defective, damaged or faulty.
You received the wrong item.
The item is materially different from what was advertised.
You exercise your statutory cooling-off rights under applicable law.

To qualify for a return where applicable:

The item must be returned in its original packaging where reasonably possible.
All accessories and any included components must be returned.
Proof of purchase is required.

2. Cooling-Off Period (Online Orders)

In accordance with the Electronic Communications and Transactions Act (ECTA), customers who purchase products online may cancel certain transactions within 7 days after receiving the goods, provided the goods are returned unused and in substantially the same condition in which they were delivered.

Unless the goods are defective or we have made an error, the customer is responsible for the direct cost of returning the goods.

Refunds will be processed after the returned goods have been received and inspected.

The cooling-off right does not apply where South African law provides an exemption, including but not limited to products that cannot reasonably be returned for health or hygiene reasons once opened or used.

3. Incorrect or Damaged Orders

If you receive:

the wrong product;
an item damaged during delivery; or
an item with missing parts,

please contact us within 48 hours of delivery and include photographs where possible.

Once confirmed, we will arrange the appropriate remedy, which may include a replacement, repair or refund.

4. Items That Cannot Be Returned

To protect the health and safety of all customers, the following items cannot be returned unless they are defective or incorrectly supplied:

Products that have been used.
Personal care or hygiene products that have been opened after delivery.
Items damaged through misuse, negligence or accidental damage.
Products altered or repaired by unauthorised persons.
Products missing components or packaging due to customer actions.

This clause does not affect any rights provided under South African consumer law.

5. Return Procedure

To request a return, please contact our Customer Support team with:

Your full name;
Your order number;
A description of the issue; and
Photographs where applicable.

Returns must not be sent until return instructions have been provided.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved:

The refund will be issued using your original payment method where possible.
Processing times may vary depending on your bank or payment provider.
Original delivery charges are generally non-refundable unless the return is due to our error or a defective product.

7. Exchanges

Where stock is available, we may offer an exchange instead of a refund.

If a replacement product is unavailable, an appropriate refund will be issued where applicable.

8. Lost Parcels

If your parcel is lost during transit, please contact us promptly.

We will investigate the matter with the courier before determining the appropriate resolution.

9. Consumer Rights

Nothing in this Returns & Refunds Policy excludes, restricts or limits any rights or remedies that consumers have under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African legislation.

Where any provision of this policy conflicts with South African law, the applicable law shall prevail.