Return & Refund Policy

At Coockeens, we want you to receive your order in good condition and as described on our website. Please review the following policy carefully before placing your order.

1. Returns for Defective, Damaged, or Incorrect Items

We accept return requests when an item:

• Arrives damaged;

• Is defective or does not function as intended;

• Is materially different from the product description or advertised product; or

• Is the wrong item.

If you receive an item with one of these issues, please contact us at coockeensteam@gmail.com within 30 days of delivery.

To help us evaluate the issue, we may request photographs, videos, or other information showing the condition or problem with the item.

We will review each request individually and determine the appropriate resolution.

2. Returns Due to Personal Preference or Change of Mind

Because our products are sold based on their advertised features and intended use, we generally do not accept returns solely because a customer changes their mind, no longer wants the product, dislikes the product after use, or finds that the product does not meet their personal expectations, provided that the product is functioning as advertised and is materially consistent with its description.

For example, a customer may not qualify for a return solely because the product performs differently from what they personally expected when the product's actual functionality and intended use were clearly presented on our website.

This does not affect any rights a customer may have under applicable consumer-protection laws.

3. Product Description and Advertising

We make reasonable efforts to accurately describe and demonstrate our products through product descriptions, photographs, videos, and other marketing materials.

A product's advertised features, specifications, demonstrations, and intended use should be reviewed before purchase.

A difference between a customer's personal expectations and the product's clearly disclosed functionality does not, by itself, establish that the product is defective or misrepresented.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.

4. Return Authorization

Do not send an item back without first contacting us and receiving return instructions.

Unauthorized returns may not be accepted or processed.

If we approve a return, we will provide instructions regarding where and how the item should be returned.

5. Condition of Returned Items

When a return is authorized, the item may be required to be returned in substantially the same condition in which it was received, together with its original packaging and included accessories where applicable.

We may request photographs or other evidence of the item's condition before approving a return.

If an item is returned without authorization, is materially different from the condition reported, or does not correspond to the approved return request, we may need to contact the customer before processing the return.

6. Return Shipping

For an approved return involving an item that arrived damaged, defective, incorrect, or materially different from its description, Coockeens will provide return-shipping instructions and, where applicable, a return shipping label.

For any other return that we voluntarily agree to accept, return-shipping arrangements and costs will be communicated to the customer before the return is made.

Customers should not purchase return postage or send an item back before receiving our instructions.

7. Refunds

Once an authorized return is received, we will inspect the returned item.

If the return is approved, the refund will be issued to the original payment method.

We will notify you once the returned item has been received and inspected and will inform you whether the refund has been approved.

Once approved, refunds are generally processed within 10 business days.

After Coockeens processes the refund, your bank, credit-card issuer, or payment provider may require additional time to make the funds available in your account.

8. Refund Amount

For an approved return, the amount of the refund will depend on the circumstances of the return and applicable law.

Where applicable, shipping charges or other amounts that are not legally required to be refunded may not be refundable.

Nothing in this policy limits any refund or reimbursement that applicable law requires Coockeens to provide.

9. Damaged or Incorrect Orders

Please inspect your order as soon as you receive it.

If your order arrives damaged, defective, or incorrect, contact us at coockeensteam@gmail.com as soon as reasonably possible and within the applicable return period.

Please include your order number and clear photographs or videos showing the issue when possible.

10. Non-Returnable Items

Unless otherwise required by applicable law, the following are generally not eligible for return:

• Items damaged after delivery through misuse, accidents, improper handling, or improper use;

• Items altered or modified after delivery;

• Items returned without prior authorization;

• Items missing essential components or accessories because of customer handling;

• Gift cards; and

• Products specifically identified as final sale or non-returnable before purchase.

Certain products may be subject to additional restrictions where required by law.

11. Exchanges

We do not guarantee exchanges.

If an item is defective, damaged, incorrect, or otherwise qualifies for a remedy under this policy, we may offer a replacement, refund, or another appropriate resolution depending on the circumstances and applicable law.

12. European Union and Other Mandatory Consumer Rights

Nothing in this policy is intended to limit or exclude any mandatory consumer rights that apply to an order under the laws of the customer's jurisdiction.

Where applicable law provides a statutory cancellation, withdrawal, return, refund, warranty, or other consumer right, that right will apply notwithstanding the terms of this policy.

For example, consumers located in jurisdictions with mandatory cooling-off or withdrawal periods may have rights that apply independently of our voluntary return policy.

13. Fraudulent or Abusive Return Requests

Coockeens reserves the right to investigate return requests and may request reasonable evidence relating to a claimed defect, damage, incorrect item, or other issue.

We may refuse requests that involve fraudulent activity, materially false information, abuse of the return process, or conduct prohibited by applicable law.

This provision does not limit legitimate consumer rights.

14. Contact Us

For return or refund questions, please contact:

Coockeens Team
Email: coockeensteam@gmail.com

Please include your order number and a description of the issue so that we can assist you as efficiently as possible.