Returns & Refunds
Return conditions
Unopened, unused products in their original condition may be returned within 14 days of receiving the order.
In this case, only the price of the product can be refunded.
Original shipping costs and return shipping costs are non-refundable.
Before returning an item, please contact us at contact@koceane.ch to start the return process.
Returns sent without prior approval cannot be accepted.
Refunds are issued after the returned item has been received and inspected.
Items excluded from returns
For hygiene and consumer protection reasons, the following products cannot be returned:
- Sealed products whose packaging has been opened
- Products intended for personal or intimate use
- Products that cannot be returned for hygiene reasons
- Products made or prepared according to specific requirements
Cancellation or exchange
If you notice an error immediately after placing your order, please contact us as soon as possible at contact@koceane.ch.
As long as the order has not yet been shipped, we will do our best to assist you.
For exchanges involving items that have already been shipped but remain unopened, both the return shipping costs and the shipping costs for the replacement item are the customer’s responsibility.
Damaged or incorrect item
If you receive a damaged product or an item that does not match your order, we apologise.
Please contact us at contact@koceane.ch and include a photo of the product concerned.
After verification, we will offer either a replacement or a refund for the affected product at no additional cost.
Returns
For all returns, please send your parcel to the following address:
KO·CEANE
Uttins 25
2034 Peseux
Neuchâtel – Switzerland
Return shipping costs are the customer’s responsibility.
