Terms & Conditions

User Account

For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice.

In accordance with Customs regulations, customers must provide valid and accurate data. All consignee names, addresses, and payer names should be valid. In certain countries, the consignee may have to submit their ID or passport to clear the package or for payment verification purposes. Customers are solely responsible for the accuracy of data that they provide to COCOCUT. Should any information be incorrect and prevent any shipment, delivery, or customs clearance, COCOCUT will not be held responsible and will not offer any compensation in such cases.

COCOCUT will always comply with the law, and we kindly remind users to do the same. As the importer, customers are responsible to comply with all laws and regulations in their own countries. Please refer to our privacy policy for more information.

Ordering

Whilst all efforts are made to ensure accuracy of product descriptions, specifications, and pricing, there may be occasions where errors arise. Should such a situation occur, COCOCUT cannot accept your order. In the event of a mistake, you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation, not as a confirmed offer for sale. The contract is confirmed upon supply of goods.

Given the popularity and/or supply constraints of some of our products, COCOCUT may have to limit the number of products available for purchase. COCOCUT reserves the right to change quantities available for purchase at any time, even after you place an order.

Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.

Order Cancellation

Customers can cancel their order at any time prior to shipping; please contact our Support Center. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty and Returns policy comes into effect.

Shipping and Delivery

Shipping times displayed on COCOCUT refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond COCOCUT's control once it leaves our facilities, we suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. COCOCUT cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.

For a smooth delivery and peace of mind, we strongly recommend that customers purchase shipping insurance during checkout. In the event that your package has a shipping issue, COCOCUT will send you a replacement package free of charge. If the item is no longer in stock, we will offer you a refund option.

Any orders that do not have shipping insurance will not be the responsibility of COCOCUT and the customer takes full liability for their package during the shipping process.

COCOCUT provides information via banners on our site and through newsletters to customers that provide details of shipping delays due to peak seasons and encourages customers to order in advance. We can therefore not be held responsible if a customer does not receive their order in time for special occasions.

There may be occasions when COCOCUT confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, COCOCUT will contact customers and offer to cancel the order and refund the purchase cost in full.

We try to make the delivery process as simple as possible and are able to send your order either to your home or to your workplace. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.

Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays, please allow extra delivery time. During those special occasions we will provide notices to reflect possible delays.

Customers are responsible for providing complete and accurate shipping addresses. COCOCUT cannot make changes to your shipping address once a package has been shipped, and COCOCUT is not liable for packages lost due to incomplete or inaccurate addresses.

COCOCUT cannot be held responsible for any package that does not make it through local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. We can also not be held responsible for any import tax that may occur and it is the customer's sole responsibility to pay this fee, if any. Shipping insurance does not cover any customs issues, including goods being destroyed or confiscated due to illegal status in any destination country.

Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved.

All orders reported as "delivered" by shipping companies are considered delivered. COCOCUT cannot be made liable for non-delivery in this case.

If a delivery fails for any reason and the address sent to was correct as provided by the customer, COCOCUT cannot be held liable if a package is returned to us.

Whatever the customer orders is what we ship. We cannot be held liable for the customer receiving the wrong item if they placed the wrong order.

All non-receipt of orders must be reported within 3 months from the date we ship the item to you; for Latin America, this deadline is extended to 4 months for postal deliveries. This applies for flat rate shipping, priority mail, and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time, we will no longer be able to investigate, and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company's tracking website.

Exchange and Returns (Money Back Guarantee)

If when you receive your product(s), you are not completely satisfied, you may return the items to us within 45 days for a refund. Returns will take approximately 5 working days once the goods have arrived. Items must be in their original packaging, all original boxes intact and included, along with all packaging materials, manuals, blank warranty cards, and all accessories and documents provided by the manufacturer.

You must first contact us and obtain a Return Merchandise Authorization (RMA) number before sending any item back. Any product returned without an RMA number will not be refunded.

The money back guarantee does not cover volume/wholesale and customized orders. Shipping back to COCOCUT is paid by the customer. Any product returned found not to be defective can be refunded within the time stated above. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.

By default, the refund amount cannot exceed the original order amount paid to COCOCUT. COCOCUT is not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by COCOCUT.

Non-Returnable

Discounted or end-of-line products can only be returned for repair. No refunds or replacements will be made.

Incorrect/Damaged Goods

We try very hard to ensure that you receive your order in pristine condition. If you do not receive the products ordered, please contact us. In the unlikely event that the product arrives damaged or faulty, please contact us immediately.

Product Descriptions

While we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error-free. From time to time there may be information on COCOCUT that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability.

We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.

Prices

Prices and availability of items are subject to change without notice. Prices do not include import taxes and duties. Payment of these is the responsibility of the buyer.

Privacy Notice

Newsletter subscription on the registration page is checked by default. COCOCUT respects customer privacy. Please read our privacy policy.

Customer Conduct

Although COCOCUT will always strive to resolve issues professionally and courteously, we will not tolerate unacceptable behavior towards Customer Service Team members. Unacceptable behaviors include aggressive, abusive, or threatening behavior, vexatious complaints, or requests outside of policy. COCOCUT reserves the right to no longer accept orders from customers exhibiting such behaviors.

Complaint Escalation Process

This process applies strictly to Customer Service issues. For legal issues such as copyright, please view our legal page. Complaints will be answered within 24 hours except on weekends and public holidays. Live Chat and telephone services are presale channels only.

Conditions of Use

Copyrights: All content on the site is owned by COCOCUT and protected by international copyright laws.

License and Site Access: You may access the site for personal use only. Commercial use, scraping, or data extraction without permission is prohibited.

Marketing Correspondence: Customers are added to our mailing list after registration and may unsubscribe at any time.