Return Policy

 RETURNS 

Our policy lasts 30 days from the day the product is delivered. If 30 days have gone by since your purchase, we unfortunately can’t offer you a refund or exchange.

In order to receive your refund, please follow the steps below:

Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer, will not be eligible for a refund.

To return your product, you must be in one of the following specific cases:

- The product arrived broken

- The performance of the product does not fit your expectations

- The product breaks within 30 days 

These cases, if they occur within 30 days after delivery, are eligible for return. Please email us at support@wintercocoon.com with the detailed reason for return and pictures and/or a video of the product that supports your reason.

Upon approval, you will receive the address of our closest warehouse where you can mail the product you would like to return.

To ensure your refund, please use a trackable mail service as we will not be responsible for lost or missing packages. We need you to submit a tracking number so we can confirm the product has arrived. You will be responsible for paying for your own shipping costs for returning your item*. Shipping costs are non-refundable. 

*Please note that we apply a handling and repacking fee of 7.5 AUD per item

Upon the receipt of your package, your products will be examined, and a partial or full refund** will be issued to your original method of payment. A refund receipt will be sent to the email address you used when making your original purchase.

Note that any item that is sent back more than 30 days after delivery will not be refunded.

Note that several types of goods are exempt from being returned. We do not accept returns for products that have been stained after usage

** After deducting the handling and repacking fee

REPLACEMENTS

In the following specific cases, you will be eligible for a replacement:

- The product is missing parts and because of that the product does not work

- You received a wrong product 

Please email us at support@wintercocoon.com with the detailed reason why you want a replacement with a video and pictures of the product that supports your reason. We will also need proof with a stove thermometer that the stove's temperature is in the optimal operating range (210°F - 480°F). This information is required to be eligible for a replacement. Once we have approved your replacement request we will ask you to return the defective product to our warehouse. The replacement unit will be sent once we received the defective/broken product.

In the following specific case, you will be eligible for a partial refund:

- The product did not arrive within 50 days after you placed the order*.

How to get a partial refund? Send us an email to support@wintercocoon.com. 

Upon the receipt of your email, we will examine it, and after validation, we will give you a partial refund that will be issued to your original method of payment. A refund receipt will be sent to the email address you used when making your original purchase.

*this does not apply to products held by customs.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company. However, please note that it may take some time before your refund is officially posted.

If you paid via a debit card or bank account, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and have still not received your refund yet, please contact us at: support@wintercocoon.com

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: support@wintercocoon.com

Sale/Promotion items (if applicable)

Only regular priced items may be refunded, sale items unfortunately cannot be refunded.

CAN I CANCEL MY ORDER?

If you want to cancel your order, you can do it within the 6 hours of placing your order. All you need to do is send us an email (support@wintercocoon.com) with the subject line ‘CANCEL’.

After the product has been shipped, we will not be able to cancel your order. Besides, we will not be able to proceed to a refund if you submitted a wrong address.

Please note that we are not responsible for any mistake you may make during your order. We will not be able to refund a product you would have added by mistake. Please double check your cart when you check out.