Pravila refundacije

At Cokonap, we strive for complete customer satisfaction. In accordance with the law and our internal rules (90-day satisfaction guarantee), we allow product returns in the following cases:

1. Right to withdraw from the contract

In accordance with the Consumer Protection Act, the customer has the right to notify the company of their withdrawal from the contract within 14 days of receiving the goods, without having to state the reason for their decision.

Conditions for returns in this case:

  • the product must be unopened, unused, and in its original, undamaged packaging,
  • the buyer must provide proof of purchase (invoice or order number),
  • the buyer bears the direct costs of returning the goods.

The buyer can withdraw from the contract by sending an unambiguous written notice to info@cokonap.com. Upon receipt of the notice, the company will provide the buyer with further instructions for returning the product.

2. Satisfaction guarantee (90 days)

We offer an additional 90-day satisfaction guarantee for Cokonap Chocolate for Sleep. During this period, the buyer may request a refund if they are not satisfied with the product.

Conditions for claiming the guarantee:

  • The guarantee applies to one opened product per household.
  • remaining unopened products from the same order may also be returned,
  • the refund may be claimed no later than 90 days after the date of receipt of the order,
  • the customer must provide the order number when claiming the guarantee.

The guarantee cannot be claimed in the following cases:

  •  if the product has been used incorrectly or not in accordance with the instructions,
  • if the claim is submitted after the 90-day period has expired,
  • if the return has not been previously agreed with us in writing.

To claim the warranty, the buyer should contact info@cokonap.com, where they will receive instructions on how to proceed.

3. Incorrect or damaged goods

If the buyer discovers that the product is incorrect or damaged upon receipt of the shipment, they must notify the company within 48 hours of receipt of the shipment at info@cokonap.com, attaching a photo of the product and the order number. We will provide an appropriate solution as soon as possible.

4. Refund

Once we receive and inspect the product, we will notify the buyer of the next steps. If the return is approved, the purchase price will be refunded to your transaction account. The processing time for the refund may depend on the card issuer or bank.