Refund and Returns Policy – Kokobaby Store

Effective Date: December 10, 2024

At Kokobaby Store, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward Refund and Returns Policy to ensure a hassle-free experience. Please read the following terms and conditions carefully.

1. Return Eligibility

You may return most items within 30 days from the date you received your order. To be eligible for a return, the following conditions must be met:

  • The item is unused, undamaged, and in its original packaging.
  • The product is not marked as non-returnable or final sale on our website.
  • You have proof of purchase (order confirmation email, receipt, or order number).

Note: Certain items, such as personalized or custom products, cannot be returned unless defective or damaged upon arrival.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@kokobabystore.com or call (510) 200-9285 with your order details and the item(s) you wish to return.

  2. Return Authorization: Once we receive your request, we will send you a Return Authorization number and further instructions.

  3. Prepare Your Return: Pack the item(s) securely in the original packaging, along with any accessories, manuals, or documentation that came with it. Write the Return Authorization number on the return package.

  4. Ship the Return: Ship the item back to us at the following address:

    Kokobaby Store
    4421 Alma Ave, Castro Valley, California (CA), 94546
    Phone: (510) 200-9285

    We recommend using a trackable shipping service or purchasing shipping insurance for items over $75, as we cannot guarantee receipt of your returned item without tracking.

3. Refund Process

Once we receive your return and verify its condition, we will process your refund. Refunds will be issued to the original payment method used during the purchase. Please note:

  • Processing Time: Refunds are typically processed within 5-7 business days after we receive the returned item.
  • Shipping Fees: Shipping fees are non-refundable. If the return is due to our error (e.g., defective product or incorrect item), we will cover the return shipping costs.

4. Exchanges

We do not currently offer direct exchanges. If you wish to exchange an item, please return the original product for a refund and place a new order for the item you want. If your original item is defective or damaged, we will waive the return shipping fees.

5. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of receiving your order. We will provide instructions for returning the damaged item and offer either a replacement or a full refund, including any shipping fees.

To help us process your request quickly, please include clear photos of the damaged or defective item(s) in your email.

6. Non-Returnable Items

Some items cannot be returned unless they are defective or damaged upon arrival. These include:

  • Personalized or custom items
  • Opened or used health and hygiene products (e.g., baby products, bottles, etc.)
  • Gift cards or vouchers
  • Sale or clearance items marked as final sale

If you have any questions about the return eligibility of specific items, please contact our customer service team for clarification.

7. Refund Policy for Gift Orders

If you received an item as a gift and wish to return it, we can issue a refund to the original purchaser. The purchaser will be notified of the return once the item is received and processed.

8. Canceling an Order

If you wish to cancel your order, please contact us immediately. If your order has not yet been processed or shipped, we will cancel it and issue a full refund. If the order has already shipped, you will need to follow the standard return procedure upon receiving the item.

9. Customer Responsibilities

As the customer, you are responsible for ensuring that your returned items are in their original condition and properly packaged for shipping. Kokobaby Store is not responsible for items lost or damaged during the return process. We recommend using a trackable shipping method for all returns.

10. Changes to the Refund and Returns Policy

Kokobaby Store reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page, and the revised policy will take effect immediately upon posting. Please check this page regularly for updates.

11. Contact Information

If you have any questions or need assistance with your return, please contact our customer service team:

Kokobaby Store Address: 4421 Alma Ave, Castro Valley, California (CA), 94546

At Kokobaby Store, customer satisfaction is our top priority. If you need help with a return, please don’t hesitate to contact us, and we will be happy to assist you.