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Returns/Exchanges/Refunds

RETURN REQUIREMENTS:

  • Return requests must be made within the first 3 days after delivery. 

  • Returns requests must be approved by COKODIVE before sending back items.

  • Returned items must be in the condition they were received and include all original parts and packaging.

  • Returns should be sent postpaid if the reason for returning is not from damaged (defective) merchandise. (Exchanges will be made after the original product is returned and examined and after the re-shipping fee is paid.)

  • The returning shipping fee will only be reimbursed when the return or exchange is a result of our error or damaged (defective) merchandise and only when the fee does not exceed 50% of the total amount of the product. 
  • A shipping fee will be deducted from the refunded amount. This fee will only be refunded if the return is a result of our error or if the item was damaged (defective) upon original receipt. 

*For DAMAGED, DEFECTIVE, or MISSING MERCHANDISE

  • Contact us immediately after you have received your order. (The claim can only be accepted up to 10 days after the delivery.)
  • Do not dispose of the package (outer box), bubble wrap, or the packing slip as these will be required to investigate the circumstances of the return request. 
  • In the event that there is a quantity problem (for example, a missing item), contact us and provide an UNBOXING VIDEO as proof. Photos or any other files submitted as evidence will not be accepted. 

 

HOW TO RETURN:

To make a return request, please contact us within 10 days of delivery. In your message, please include your order number, the products you wish to return, and why. Once we approve your request, we will supply you with our returns address.

Note: COKODIVE is not responsible for lost, stolen, or damaged shipments for returning packages. Customers who would like to take extra precautions are encouraged to look into shipment insurance, which both FedEx and DHL can provide.

 

AFTER RETURN:

Once your return is received, we will examine and process your refund. From here, we will either accept or reject your return and email you with our decision. If we have determined that your return meets the requirements above, you will be refunded
- FULLY if the return was a result of our error. 
- PARTIALLY (shipping costs deducted) if the return was NOT a result of our error.  

Note: Any items that were bought discounted or through promotions are not eligible for refunds.

 

**REFUND POLICY

- REFUND or RESHIPMENT will not be made if the delivery was unsuccessful due to an incorrect or insufficient shipping address. 

 

**CANCELLATION and CHANGE REQUEST POLICY

- Cancellation or changes must be requested immediately after you receive a confirmation email for your order. We may not be able to make any changes to your order if your order is already under processing. Any changes can only be made when your order is still unfulfilled and has yet to be processed. 


- Please note that international shipping is expensive and involves many custom fees for some countries. Therefore, we recommend you to double-check the type and quantity of items in your cart as well as your shipping and billing information to avoid cancellation and return requests. Otherwise, you may be responsible for paying round trip shipping fees and possible customs fees.

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