Returns Policy
RETURNS & REFUNDS
Cocasuma takes pride in the quality and craftsmanship of all our products. It is very important to us that you are satisfied with any products purchased from us. Accordingly, if the product does not meet your expectations upon arrival, then you will have 10 working days in which to return your unused product to us. The item you purchased from us must be in the original condition (unworn with original packaging and tags attached) for a full refund less the shipping costs & 20% restocking fees. You must first send an email to customerservice@cocasuma.com giving your name, the product code and the reason for the return. Once we receive your email we will in turn send you a Return Product Authorization Number & instructions on how to forward the order back to us. Returns received without an RMA number will be sent back to the customer with no exceptions.
The item(s) you return must be in satisfactory condition for resale. This essentially means that the item(s) must be unused, have the original Cocasuma label attached to them & packed in the original plastic bag. When you pack the item(s) into the box, please ensure the box is secured with strong cellotape. We will also require the authorization number (RMA) written clearly on the exterior of the box. We suggest you cover the details on the box with cellotape to protect it from being erased in transit to us. You can also include the details inside the box with the returned item(s).
Any return courier or postage charges are at your own expense. All returns should be returned to us by the same shipping method as received - for FedEx, DHL or the Postal Air Mail system. We will pay the return shipping cost if the return is a result of our error. If you paid by credit card, then your card will be credited once Cocasuma has received and processed your return through PayPal. This should take from 10 to 20 business days.
RETURNS & REPLACEMENTS
You can exchange your bag purchase for another colour or product style within 10 days of purchase. You must first send an email to customerservice@cocasuma.com giving your name, the product code and specify the style or colour you would like to replace for your original bag. Once we receive your email we will then in turn send you a Return Product Authorization Number & instructions on how to forward the order back to us. Returns received without an RMA number will be sent back to the customer with no exceptions.
The original product you purchased will be inspected upon receipt. All exchanges must be in a resalable condition and all original packaging (including invoice and tags attached) must be in place. No exchange will be issued if the product shows signs of use. Product Exchanges will be shipped out as soon as we receive the original product which you purchased. You will be responsible for all shipping costs for replacement products. If the new bag or products are more expensive than the original purchase, you will have to pay any price differences. Should the bag or product be cheaper, then we will credit the difference back to you. The product must be in our hands no later than 10 days from the date you purchased it.
This Returns Policy is not applicable to the wholesale orders.
