Refund policy

  1. Return Period
    • Customers can return unused and unopened moulds within 14 days of receiving their order.
  2. Eligibility for Returns
    • Moulds must be unused for hygiene reasons.
    • Custom or personalised moulds are non-refundable unless faulty.
  3. Damaged or Faulty Items
    • If a mould arrives damaged, customers should send photos of the issue within 48 hours of receiving the order.
    • Cocoaform will send a replacement for defective or incorrect items.
  4. Return Shipping & Refunds
    • If the return is due to customer preference (e.g., they changed their mind), shipping fees are non-refundable. Refunds apply to the product cost only.
    • If the return is due to a Cocoaform error (e.g., wrong item sent, defective product), Cocoaform will send a replacement promptly.
  5. How to File a Return

    To initiate a return, follow these steps:

    1. Contact Us – Email our support team at orders@cocoaform.com with your order number and reason for return. If the item is damaged or incorrect, include clear photos of the product.
    2. Wait for Approval – Our team will review your request and respond within 2 business days with the next steps.
    3. Ship Your Return – Once approved, send the item back to the address provided. If Cocoaform is covering return shipping, we’ll send you a prepaid return label.
    4. Receive Your Refund or Replacement – We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.
      • If approved, you’ll be automatically refunded on your original payment method within 10 business days.
      • Please remember it can take some 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 orders@cocoaform.com.