Refund policy
At Coco & Lo, we take great care in creating and packaging our products. Due to the nature of our items — including bath products, skincare, gift packs and personal-use items — we do not offer returns or refunds for change of mind, incorrect selection, or if you simply no longer want the product.
This is to ensure the safety, hygiene and integrity of all products we sell.
Australian Consumer Law
Our policy does not exclude your rights under the Australian Consumer Law (ACL).
You are entitled to a repair, replacement or refund if a product:
is faulty or damaged,
is not as described,
or does not meet the consumer guarantees under the ACL.
If you believe your item is faulty or incorrect, please contact us within 7 days of receiving your order with your order number and a clear photo/video of the issue. We will assess your claim and provide the appropriate remedy in line with ACL requirements.
Returns Not Accepted
We cannot accept returns, exchanges or provide refunds for:
change of mind
choosing the wrong product
dislike of scent, colour, or general preference
items that have been opened, used or unsealed
products damaged due to misuse or neglect after delivery
Damages During Transit
If your order arrives damaged, please email us within 48 hours with photos of:
the damaged item,
the packaging, and
the shipping box.
We will work with you to resolve this quickly.
How to Contact Us;
For all refund, return or product concerns, please reach out to us at: cocoandlo@outlook.com