Cancellation & Refund Policy

1. No customer cancellation

An order cannot be cancelled or modified by the customer after it has been placed. This applies whether the order is awaiting confirmation, being prepared, packed, or dispatched. Refusing delivery does not create a right to cancellation or refund.

If Cokoon is unable to accept or fulfil an order and cancels it, the amount collected for the cancelled item or order will be returned to the original payment method.

2. No change-of-mind return or refund

Returns, exchanges, and refunds are not provided for change of mind, taste or texture preference, an incorrect selection by the customer, an unwanted gift, delayed consumption, failure to follow preparation or storage instructions, or a product no longer required.

For food-safety and hygiene reasons, opened or used food products cannot be returned for resale. Opening a pack to document a genuine defect does not by itself invalidate an otherwise eligible claim.

3. Cases eligible for review

• A verified manufacturing or quality defect affecting the supplied product.
• A product that is defective, deficient, spurious, or materially different from the characteristics or features advertised or agreed.
• An incorrect product supplied by Cokoon.
• A parcel damaged or tampered with before delivery so that the product is unsafe or unusable.
• Late delivery or another circumstance where applicable consumer law requires a return, refund, replacement, or other remedy.

4. Issues that are not manufacturing defects

• Normal variation in colour, size, texture, crop appearance, or packaging that does not make the product unsafe or materially different.
• Personal taste, aroma, spice-level, or preparation preference.
• Damage, staleness, contamination, or deterioration caused after delivery by improper handling, failure to refrigerate where required, exposure to moisture or heat, or use after the stated shelf life.
• Delivery failure caused by an incorrect address, unavailable recipient, refusal, or inability to contact the customer.
• A claim unsupported by the product, original packaging, batch details, invoice, or reasonable evidence requested for verification.

5. How to report an eligible concern

Report visible delivery damage, tampering, shortage, or an incorrect product within 48 hours of delivery. A latent manufacturing-quality concern should be reported promptly after discovery and before the product’s expiry or best-before date.

Email info@thecokoon.com or call +91 9188 336 315. Include the order number, product name, quantity affected, clear photographs or video, batch or lot number, manufacture or packing date, expiry or best-before date, and a short explanation. Keep the product, unused portion, label, and original packaging until the review is complete.

6. Verification and inspection

A claim is not approved automatically when submitted. Cokoon may review order and production records, request additional photographs, arrange collection, inspect the product, or seek reasonable quality assessment. Please do not discard the affected product unless instructed or necessary for immediate safety.

Claims may be declined where the evidence does not establish an eligible issue, the product was used contrary to instructions, the concern arose after customer handling, or required information is not provided.

7. Available remedies

When an eligible claim is verified, Cokoon will provide the remedy required by applicable law. Depending on the circumstances, this may be a replacement, refund of the affected product and eligible delivery charge, or another agreed resolution. A replacement will be offered only where stock and safe delivery are available.

An approved monetary refund will be initiated to the original payment method within 14 days of approval. The bank or payment provider may require additional time to credit the amount. Cash refunds are not issued for electronic payments.

8. Return collection and shipping cost

Where Cokoon asks for an eligible defective or incorrect product to be returned, collection or reasonable return-shipping instructions will be provided and the approved return cost will be borne by Cokoon. Unauthorised returns or cash-on-delivery parcels will not be accepted.

9. Training, services, and B2B orders

Training, laboratory, bulk, customised, infrastructure, farmer-support, and B2B engagements may have specific written cancellation or payment terms because capacity or materials may be reserved in advance. Those confirmed engagement terms apply in addition to mandatory rights under law.

10. Statutory rights and grievance contact

Nothing in this policy limits a consumer right or remedy that cannot lawfully be excluded. Where this policy conflicts with a mandatory requirement of applicable law, that legal requirement prevails.

For a cancellation or refund grievance, email info@thecokoon.com or call +91 9188 336 315 with the complete claim information. We will acknowledge and review the concern using the available order, delivery, and quality records.