RETURN AND REFUND POLICY

Effective Date: January 2025

Thank you for shopping with Coco-Mat. Your satisfaction is our priority, and we strive to offer you the best products and services. If you are not completely satisfied with your purchase, we are here to help.

Returns:

We offer a 14-day return policy starting from the date you receive your order. Returned items must reach us no later than 21 days from the initial delivery date.

Eligibility conditions:
- The item must be unused, unwashed, and in its original condition (i.e., not modified or damaged).
- It must be returned in its original packaging, with all tags, accessories, and packaging materials included.
- A valid proof of purchase (invoice or order confirmation) is required.

You may also return eligible items directly in-store upon presentation of valid proof of purchase.

Exceptions:
Some items cannot be returned, including:
- Pillows, duvets, mattress protectors and bed sheets, for hygiene reasons.
- Personal care products (e.g., cosmetics, etc.).
- Sale items (sold “as is,” without exchange or return).
- Special orders, custom-made or personalized products requested by the customer.
- Gift cards.

Legal Warranty for Defects:

In accordance with Articles 197 et seq. of the Swiss Code of Obligations (CO), a product with a defect that affects its value or usability may be subject to a claim. The buyer may request:
- A product repair.
- A price reduction.
- An exchange for an identical or equivalent product.
- A refund in case of a major defect.

Any defect or delivery error must be reported within 10 days of receipt. Hidden defects must be reported as soon as they are discovered. After this period, the warranty can no longer be applied. In case of return for defect, photos or other evidence may be requested before approval.

⚠ Exclusions: The warranty does not cover normal wear and tear, misuse, or product modification.

Return Procedure:

- Contact our customer service at geneva@coco-mat.ch or +41 22 736 33 75 to initiate your request.
- Once approved, we will provide return instructions.
- The item must be shipped within 5 days of approval.
- Return shipping costs are the responsibility of the customer, unless the product is defective or incorrect.

Refunds:

Once your return has been received and inspected, we will notify you of the refund status.
- If approved, it will be processed within 10 business days (and no later than 14 days) via bank transfer, excluding shipping and handling fees.
- If denied, the item will be returned to you at your expense.

Delays or missing refunds: Please check your bank account first. If you have any concerns, contact us.

Exchanges:

If your item is defective, damaged, or incorrect, please contact us immediately.
- Exchanges are only possible for products with a confirmed defect.
- If a replacement is necessary, we will offer a suitable solution.

Contact Us:

For any questions regarding our return and refund policy, feel free to contact us:
📧 Email: geneva@coco-mat.ch
📞 Phone: +41 22 736 33 75
📍 Address: Coco-Mat Store, Quai Gustave-Ador 26, 1207 Geneva

Thank you for choosing Coco-Mat!