Refund Policy

This Return and Refund Policy applies to all orders placed via the www.cocoadreams.co.uk website, operated by Glowworm Enterprises Ltd (trading as “CocoaDreams”, “we”, “our” or “us”).

Please read this policy carefully before making a purchase. By placing an order with CocoaDreams, you agree to this Return and Refund Policy, which is governed by UK consumer protection laws.

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Right to Cancel (Statutory Cancellation Rights)

One-off Purchases and Subscriptions

You have the right to cancel your contract with us within14 days without providing a reason.

• For one-off     purchases, the 14-day cancellation period begins the day you (or a     third party nominated by you, excluding the carrier) receive the goods.
• For subscriptions,     the cancellation period begins on the day you (or a third party nominated     by you, excluding the carrier) receive the first delivery of goods.

To exercise your right to cancel, you must notify us inwriting of your decision. Please send your cancellation request to:

Glowworm Enterprises Ltd
Nexus, Discovery Way, Leeds, United Kingdom, LS2 3AA
Email: support@cocoadreams.co.uk

You may use our optional Model Cancellation Form, but it is not required.

To meet the cancellation deadline, it is sufficient to send your communication before the 14-day period expires.

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Effects of Cancellation

If you cancel your contract within the statutory period:

• We will refund all payments received from you, including standard delivery costs (excluding any extra costs for premium delivery options).
• We  may deduct from your refund any loss in value of goods caused by handling beyond what is necessary to inspect the nature, characteristics, and functioning of the products.
• Refunds will be made using the same method of payment used for the original transaction, unless you request otherwise. You will not be charged any fees for the refund.

We may withhold the refund until:

• We receive the returned goods; or
• You provide evidence that you have returned the goods—whichever occurs first.

You must return the goods to us within 14 days of informing us of your cancellation. You are responsible for the return shipping costs. Items must be returned unused and in their original condition and packaging, unless damaged or faulty.

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Important Exception: Health and Hygiene

For health and hygiene reasons, our products are considered sealed goods. Your cancellation right is waived once the seal is broken or the product packaging is opened.

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30-Day Money-Back Guarantee (Voluntary)

In addition to your legal rights, we offer a 30-daymoney-back guarantee on your first purchase only, whether one-time or subscription-based.

To qualify:

1. Notify  us within 30 days of your first order by emailing support@cocoadreams.co.uk.
2. Include your name, order number, order date, and postal address.
3. Return the remaining product and its packaging to the address we provide. We’ll confirm the return details via email.
4. You must send your return using a tracked delivery service and share the tracking number with us.

We cannot refund shipping costs, and return postage is your responsibility.

Refunds will be issued within 6 weeks of receiving your returned items.

This money-back guarantee applies only once per customer and does not cover special promotions, bundles, or trial offers.
This voluntary guarantee does not affect your statutory cancellation rights described in Section 1.

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Damaged or Incorrect Products

If your order arrives damaged, incorrect, or not as described:

• Contact us within 7 days of receipt at support@cocoadreams.co.uk.
• We will provide return instructions, including the return address.
• You must return the item in its sealed and unused condition to qualify for a full refund.

On return, our inspection team will assess the delivery. We’ll refund the item and standard return shipping costs. Additional charges(e.g. express delivery) are not refundable.

Refunds will be made to the original payment method, unless this is not possible.

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Delivery Delays

If there is a significant delay in delivery:

• We will contact you if your order is expected to arrive later than the promised date or more than 30 days after the order date (if no delivery date was specified).
• If you no longer wish to receive the order, you may cancel it and receive a full refund.

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