Refund policy

Last updated: September 4, 2026

Thank you for trusting Cocolitos. We want your shopping experience to be clear and fair. Here you'll find how to exercise your right of withdrawal within 14 days, which items can and can't be returned (for personalization or hygiene reasons), who covers return costs, and our refund timeframes.

To speed things up and ensure traceability, you must request a return by email beforehand — we don't accept parcels without prior authorization.

Return window

  • You have 14 calendar days from delivery to exercise your right of withdrawal within the EU, with no justification required.
  • To start a return, write to us at contact@cocolitos.eu with your order number. We'll confirm the authorization and instructions.

Return address (unless we specify a different one by email):

COCOLITOS
Avinguda de l'Estatut de Catalunya, 1-13
08035 Barcelona (Spain)

Condition of returned items

For a return to be accepted, items must be:

  • In the same condition you received them.
  • Unused, complete, with tags, and in their original packaging (where possible).
  • Accompanied by the receipt or proof of purchase.

You may handle the item to check its nature, features, and function, just as you would in a physical store. If it shows reduced value from handling beyond what's needed for that check, we may lower the refund accordingly.

Damage and issues

Please check your order as soon as you receive it. If the item is defective, damaged, or you receive the wrong item, contact us right away (ideally within 48–72h) so we can assess and resolve it.

In these cases, Cocolitos will cover the return or replacement costs. Your purchase is also covered by the 3-year legal warranty for new products, under applicable consumer law.

Exceptions: non-returnable items

We don't accept returns of:

  • Made-to-measure or personalized products (dimensions, engravings, finishes).
  • Personal care or hygiene items that have been unsealed (e.g. certain textiles).
  • Digital downloads — once downloading has started with your express consent, you lose the right of withdrawal.
  • Gift cards.

Note: Discounted items carry the same right of withdrawal as any other item, unless one of the legal exceptions above applies.

Return costs

  • If the reason is a withdrawal (change of mind), the customer covers the return cost.
  • If the reason is a Cocolitos error or the product is defective/damaged, we cover the cost.
  • For bulky items (e.g. furniture), we can arrange collection and will let you know the cost beforehand.

Exchanges

We don't handle direct exchanges. If you'd like a different variant, return the item and place a new order.

Refunds

  • We'll notify you once we've received and inspected your return.
  • If approved, we'll process the refund via the same payment method used.
  • Legal deadline: a maximum of 14 calendar days from when you notify us of your withdrawal; we may withhold the refund until we receive the item or proof of shipment (tracking number).
  • The refund includes the initial standard shipping cost (if any). Additional costs for express or priority shipping won't be refunded.
  • If, after a partial return, the final order amount falls below the applicable free-shipping threshold, we may deduct the actual cost of the original shipment from the refund.

Please note your bank or card issuer may take additional time to process and reflect the amount.

Scope and business customers (B2B)

This policy applies to consumers within the European Union. For B2B sales, the conditions agreed in each order apply — including logistics and return costs.

Withdrawal form (optional)

If you'd like, you can copy and send this template by email:

Attention: Cocolitos — contact@cocolitos.eu
I hereby give notice that I withdraw from my contract of sale for the following goods/service:
— Order no.: __________
— Received on: ___ / ___ / ____
— Full name: __________________________
— Address: __________________________________
— Email (used for purchase): ___________________
— Date: ___ / ___ / ____