Terms and Conditions
Opening an Account
There are numerous benefits to opening an account. For example if you wish to purchase products from us again, then you will not have to fill out your billing and shipping details unless you have changed your delivery address details. This simply makes the process much quicker the next time you place an order with us. You can also keep a record of your orders - they will be stored in your account & you can view them any time you wish at your convenience. If you become a regular client then you are offered discounts off your purchases and a special rate for your birthday.
Placing an Order
When you place your order please ensure you provide us with your correct details. This should include your telephone number, email address & where you require your order to be sent to. If the order requires to be delivered to a private household or a work place, then the courier service will require a time to deliver the product to the person you are sending it to. Please note that the courier service will require a signature upon delivery.
If the physical address you gave us is incorrect, then we will be contacted by the courier company requesting the correct address. In turn you will incur extra charges to pay for the delivery of the product to the correct address. In some cases the courier company will return the product directly to us. In this scenario we will charge you for the cost of sending it to the correct address. If the item becomes lost in the process & the courier company cannot locate your product, then we are powerless to do anything else.
Orders placed Monday to Friday will be shipped within 24hrs of payment being received. Orders placed on weekends or public holidays will be shipped within 48hrs or the next working day.
The product is shipped using FedEx, DHL or the Postal Mail Service. The delivery time takes from 5 to 15 business days to reach you depending on your geographic location. We occasionally get some orders that take a little longer than expected, however this is very rare. It is important that you provide us with your full contact address & phone number. Once the item arrives into your town or city you will be contacted by the courier company or the Postal Mail service. Your local postal office will send you a card advising you to collect the product. Note: Postal Rules apply. All products sent via Postal Mail Service are registered. We will not deliver to a Post Office box or any address in which we deem suspicious. Cocasuma is able to ship to most countries on a DDP (Delivery Duty Paid) basis.
Cocasuma guarantees that your product will be delivered to the address you provided to us. If your product is lost by the carrier then we will replace it - FREE. Every product we send either by FedEx or DHL or Express Postal Air Mail has a delivery confirmation tracking number. This is our proof of delivery. If your product is lost & the carrier cannot give us confirmation of delivery, then we will send you a replacement of your order at no cost to you. (If the carrier has proof of delivery & you insist that you did not receive your product, then you must file a claim directly with the carrier, using the delivery confirmation number we will provide for you). This guarantee does not cover replacement of products damaged by incorrect handling or carelessness. All replacement orders will be sent via FedEx, DHL or by registered Express Postal Air mail depending on the size of the product. We are not responsible for loss or damage to goods that are delivered to an incorrect address.
All products shipped outside of New Zealand with using FedEx, DHL or New Zealand postal airfreight will be charged standard air freight rates range from US$30.00 to US$35.00 depending upon where you live geographically. We will advise you of your shipping costs via email prior to charging your credit card. All orders shipped using FedEx, DHL or New Zealand postal freight takes between 5 to 15 working days for delivery. Please note – some countries charge taxes and duties on goods being imported into their country. This is your responsibility to pay for your taxes. The positive aspect is the greater majority of our goods are not levied with taxes because we are classified as a developing country.
Customs & Duties
All customs fees and duties are the responsibility of the customer. You may be subject to import duties and taxes, which are levied once the product reaches your country. Cocasuma has no control over customs duties, import fees, and cannot predict their cost. Customs policies vary widely from country to country. You should contact your local customs office for further information.
Damaged or Loss Goods
You must notify us by email if your product has been damaged. In this case we would need a photo or two of the damaged product. We suggest you also keep a few photo copies for your records. It would then be necessary for you to submit a claim for damaged goods to the courier company. Just for your record we can tell if the damage was done in shipping or damaged as a result of mishandling. Should this be the case then we will also contact the respective shipping company regarding the damage. We believe if the product is damaged in transit then the shipping company should compensate the client. These things hardly ever happen.
You must allow enough time for the carrier to deliver your product. In the case of FedEx or DHL or Express Postal Air Mail service it can take from 5 to 15 business days to deliver your product. Please wait the required amount of time before notifying us of the undelivered product. On the rare occasions some consignments can take a little longer to get to their destination. During this process we make regular checks with the courier company to see if it is delivered or not. If the courier company can provide confirmation that the product was delivered then we will not send a replacement. If it is lost in their system then we will assist you in claiming the value of the product plus the freight. During the interim we will keep a copy of your product on hold & send it onto you accordingly when the situation is resolved with the respective courier company.
Force Majeure – Note
Neither party shall lose any rights hereunder or be liable to the other party for damages or losses on account of failure of performance by the defaulting party if the failure is occasioned by any occurrence or contingency beyond its reasonable control, including war, strike, fire, Act of God, earthquake, flood, lockout, embargo, governmental acts or orders or restrictions, failure of suppliers, or any other reason where failure to perform is beyond the reasonable control of the nonperforming party; provided that such party shall use commercially reasonable efforts to promptly mitigate any damages or losses.
Within 7 days of delivery you may return any item you purchased in new condition (unworn with original packaging and tags attached) for a credit or full refund less shipping costs. Send us an email to firstname.lastname@example.org quoting your name, product code & reason for returning the product. Any return courier or postage charges are at your own expense. We will pay the return shipping cost if the return is a result of our error.
Please read our Returns & Refunds and Returns & Replacements Policies.
If you place an order & decide to cancel it within 48 hours you will be subject to a US20.00 administration fee. To prevent this sort of situation we advise you to thoroughly review your order prior to submission. If the product has already been sent to you, then you will have to return it to us and pay for the freight at your own expense. Once we receive the product we will have to inspect it to ensure there is no damage or whether it has been used. If the product is damaged we will charge you 100% of the value of the product. If the product is in good condition, we will then credit your account accordingly. Simply follow the instructions under RMA Return Policy. Certain rules and restrictions may apply
All our products are protected by Copyright. This means that a purchaser must not reproduce our products to gain profit. We have intellectual property rights over all the products featured on the website.
Permission is granted to electronically copy and print hard copy portions of this site for the sole purpose of placing an order with www.cocasuma.com or www.cocasumawholesale.com. You may display and download or print portions of the material from the different areas of the site solely for your own non-commercial use, or to place an order with www.cocasuma.com or www.cocasumawholesale.com to purchase products. Any other use, including but not limited to the reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless authorized by www.cocasuma.com or www.cocasumawholesale.com.