1. Overview
CocoMasters strives to ensure customer satisfaction with every purchase. Our products are made from 100% natural coconut charcoal and undergo strict quality control before delivery or pickup.
2. Return Eligibility
Returns are accepted only if the product is found damaged, defective, or incorrect upon receipt.
To be eligible for a return:
- The item must be unused and in the same condition as received.
- It must be returned in its original packaging.
- The issue must be reported within 14 business days of purchase.
3. Non-Returnable Items
Due to the nature of charcoal products, returns are not accepted for items that have been opened, used, exposed to moisture, or damaged due to improper storage or handling.
4. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds are processed within 14 business days through the original payment method or as store credit.
5. Exchanges
If a product is defective or damaged, CocoMasters will replace it with the same item, subject to availability. If the product is unavailable, a full refund will be issued.
6. Cancellations
Orders may be cancelled before pickup or payment confirmation. Once products have been released or collected, cancellations are no longer possible.
7. Force Majeure
In case of unforeseen events affecting supply or production, CocoMasters reserves the right to delay or cancel orders with a full refund if payment was made.
8. Contact Information
For any refund, return, or exchange inquiries, please contact us at:
📩 [email protected]