Refund & Returns Policy
At COCOCHOCO USA, we want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help.
Returns
You may return unused and unopened products within 14 days of delivery for a full refund. To be eligible for a return, items must be in their original packaging, unopened, and in the same condition you received them.
To start a return, contact us at support@cocochoco-usa.com with your order number and reason for return. We’ll provide instructions on how to send the item back to us.
Non-returnable items
For hygiene and safety reasons, the following items cannot be returned once opened or used:
- Keratin treatments and straightening systems
- Shampoos, conditioners, masks, and serums once the seal has been broken
- Sale or clearance items marked as final sale
Refunds
Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days.
Shipping costs are non-refundable, and the cost of return shipping will be deducted from your refund unless the return is due to our error (wrong or defective item).
Damaged or incorrect items
If your order arrives damaged or you received the wrong item, contact us within 48 hours of delivery at support@cocochoco-usa.com with photos of the issue. We’ll arrange a replacement or full refund at no additional cost to you.
At COCOCHOCO USA, we want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help.
Returns
You may return unused and unopened products within 14 days of delivery for a full refund. To be eligible for a return, items must be in their original packaging, unopened, and in the same condition you received them.
To start a return, contact us at support@cocochoco-usa.com with your order number and reason for return. We’ll provide instructions on how to send the item back to us.
Non-returnable items
For hygiene and safety reasons, the following items cannot be returned once opened or used:
- Keratin treatments and straightening systems
- Shampoos, conditioners, masks, and serums once the seal has been broken
- Sale or clearance items marked as final sale
Refunds
Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days.
Shipping costs are non-refundable, and the cost of return shipping will be deducted from your refund unless the return is due to our error (wrong or defective item).
Damaged or incorrect items
If your order arrives damaged or you received the wrong item, contact us within 48 hours of delivery at support@cocochoco-usa.com with photos of the issue. We’ll arrange a replacement or full refund at no additional cost to you.
Exchanges
We currently do not offer direct exchanges. If you’d like a different product, please return the original item for a refund and place a new order.
Wholesale & bulk orders
Wholesale and bulk orders are subject to separate terms. Please contact us directly for return and refund details on these orders.
For any questions about your return or refund, reach out to us at support@cocochoco-usa.com.
We currently do not offer direct exchanges. If you’d like a different product, please return the original item for a refund and place a new order.
Wholesale & bulk orders
Wholesale and bulk orders are subject to separate terms. Please contact us directly for return and refund details on these orders.
For any questions about your return or refund, reach out to us at support@cocochoco-usa.com.