Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in the original packaging. You’ll also need the receipt or proof of purchase.

To initiate a return, please email support@thecoconuthome.com with a detailed explanation of your reason for returning the item, including photos and a video that clearly shows the issue. Once your return request is approved, we will provide you with the return shipping address. All authorized returns must be sent to the warehouse (local or international) from which the item was originally shipped. The exact return address and instructions will be provided by our support team once your return is approved. We cannot process refunds for items that are not returned to the correct address provided by our team.

To ensure your refund, we recommend using a trackable shipping service, as we are not responsible for lost or missing packages. You are responsible for covering the return shipping costs, which are non-refundable. Additionally, please mark the return package as a return or a gift, as we do not cover customs fees for returns.

Unclaimed Packages

If a package is not collected from the carrier or local post office and is returned to the sender as unclaimed, the order will not be eligible for a refund. 

Shipping carriers hold parcels for a limited pickup period. It is the customer's responsibility to collect the package within that timeframe.

Once an order has been shipped, the responsibility for delivery lies with the shipping carrier. If a delivery attempt is made and the carrier holds the package for pickup, the order will be considered delivered for the purpose of our fulfillment obligations.

If a customer refuses delivery or fails to collect the package from the carrier within the designated pickup period, the order will be considered abandoned and will not qualify for a refund.

Customers are responsible for providing the correct shipping address. Orders returned due to an incorrect address or failure to collect the package are not eligible for refunds.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as made-to-order products or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thecoconuthome.com.