Return & Refund Policy
Last Updated: 19 August 2026
This policy explains the guidelines for returns, replacements, and refunds for orders placed on the Coo & Cry website.
1. General Returns
Coo & Cry does not provide a general return/exchange facility for change of mind, personal preference or incorrect selection, subject to mandatory consumer rights.
2. Eligible Issues
Eligible product issues are verified damaged/compromised products, wrong products and missing products.
3. Reporting Window
Eligible issues must be reported within 3 days of delivery.
4. Evidence
Customers should provide order number, description and requested photographs/evidence. A complete unboxing video is strongly encouraged and should show the parcel, packaging/seal, opening and contents.
5. Damaged or Compromised Product
Verified damaged/compromised products, including leakage, compromised packaging seal or foul smell, will be replaced. There is no customer choice between replacement and refund. If the exact replacement product is unavailable, the amount attributable to the affected product may be refunded.
6. Wrong Product
A verified wrong product will be replaced with the correct product where available.
7. Missing Product
A verified missing product will be sent. If the missing product is unavailable, the amount attributable to that product will be refunded.
8. Verification
Claims may be verified using order data, photos/videos, packaging evidence, shipment records and other reasonably necessary information.
9. Refunds
Refunds are limited to approved circumstances under this Policy or where required by applicable law. Change-of-mind refunds are not available.
10. Cancellation Refunds
Approved cancellations before logistics handover are governed by the Cancellation Policy. The full amount actually paid, including applicable shipping and COD amount actually collected, is refundable.
11. COD After Handover
Once a shipment has been handed over, COD-related costs incurred by Coo & Cry are not refundable merely because the customer later seeks cancellation or refuses delivery.
12. Processing
Approved refunds are generally initiated within 2–3 business days. Bank/payment-provider reflection times may vary.