Refund policy
GENERAL POLICY
We aim to satisfy you with everything you purchase from us. We stand behind the quality of our products. We understand that you may change your mind about a piece, or it may not work in your space as intended. However, we have a general no-return policy, which means returns and exchanges are not accepted, and all sales are final. We may accept (this does not mean we will) returns on select items within 14 days of delivery.
RETURN PROCESS
To start a return, you can contact us via e-mail at [email protected]. Returns may be only be requested within seven days of receipt of your order. If your return is accepted, we will issue you a return material authorization number via e-mail. Once obtained, pack and return the items in their original condition, include the RMA number, and return them to the following address:
CocaNova Collections LLC
Attn: Returns Department
20452 E Mansfield Pl, Aurora, CO 80013
United States
Our customers are responsible for all return shipping costs, including full-value insurance coverage in case of loss. Returns that are received broken or damaged will not be refunded. Returns delivered with shipping damage will not be refunded, and it is the customer’s responsibility to file a damage claim and seek reimbursement from the carrier. Returns that arrive with postage due will be returned to the sender. We will not accept returns you send us without first requesting a return.
Customers must ship the returned items within five business days of the authorization date and send return tracking information to [email protected], OR A REFUND WILL NOT BE PROCESSED.
RETURN ELIGIBILITY
For a product to be eligible for a return, your item must be in the same condition that you received it, unused, with any and all accessories, and in its original packaging. You will also need the receipt or proof of purchase.
Home Decor Products
All home decor products, excluding vintage and mirrors, are subject to a 15% restocking fee per piece for each return. The additional 5% will be returned to you if using the self-service return feature in your account.
Mirrors
All mirrors incur a 20% restocking fee per piece per return.
Furniture
All furniture is final sale.
Vintage
All vintage is final sale.
Artwork
All artwork is final sale.
Swatches
All swatches are final sale.
Custom and Made-to-Order Products
All custom and made-to-order products are final sale.
On Sale, Clearance, and Promotional Items
All items purchased on sale, clearance, or as part of a promotion are final sales.
DAMAGES AND ISSUES
You must notify us of your damages or defects within 48 hours of delivery—this applies to all orders. Please do not delay inspecting your item (e.g., waiting for a particular project phase, project completion, or move-in day). If a large or oversized piece will be delivered by a freight carrier or with a white glove carrier, please thoroughly inspect your item before signing for the delivery. Indicate damages or defects on the receipt with the carrier and refuse the shipment if necessary. Again, upon receipt of your order, please inspect it immediately and contact us without delay if the item is damaged or defective or if you received the wrong item so we can evaluate the situation and make it right. Claims not communicated within 48 hours of delivery will be at the company's discretion on how to remedy the claim based on the merits of the situation.
For issues where damage or defect is perceived, the customer must include three to four photos of the product showing the problem area, including at least one photo taken at a reasonable distance showing the product as it is intended to be used and would appear in real life as part of the claim. For shipping damage, it is essential to include two to three photos of the packaging in the condition you received it in addition to the product photos.
EXCHANGES
We do not accept product exchanges. The fastest way to ensure you get what you want is to return the item you have, if eligible, and once the return is accepted, make a separate purchase for the new item.
EUROPEAN UNION 14-DAY COOLING OFF PERIOD
Notwithstanding the above, if you purchased our product and live in the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As mentioned above, your item must be in the same condition that you received it: unused, with any and all accessories, and in its original packaging. You will also need the receipt or proof of purchase. You are subject to all other conditions of this policy.
CANCELLATIONS AND REFUNDS
We offer a 24-hour grace period to cancel orders. This is free-of-charge as long as your order is cancelled within this timeframe. Otherwise, there is a 5% cancellation fee based on the order value. Made-to-order or custom order products are subject to a cancellation fee based on the order value and will be determined at our discretion using various factors, including the stage of the order process, costs incurred up to the cancellation date, and potential follow-on costs incurred by the company such as holding costs. Once an order has shipped, an order cannot be cancelled. All sales are subject to the above and below conditions. Should you wish to cancel your order, please contact us at [email protected].
Refunds are to the original payment method, less the original shipping charges. Shipping and handling fees are only refundable if the item received is damaged, defective, or incorrect. We will notify you once we’ve received and inspected your return and let you know if the refund was approved. You’ll be automatically refunded using your original payment method if approved. Please remember it can take time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].