Refund policy
RETURN & REFUND POLICY
Last updated: August 8, 2026
Thank you for shopping with Cocogrows. We want every customer to understand our return and refund terms before placing an order.
30-DAY RETURN POLICY
You may request a return within 30 days from the date your order is marked as delivered by the shipping carrier.
To be eligible for a return, the item must be:
- Unused
- Unopened
- In its original packaging
- In resalable condition
- Accompanied by proof of purchase or order number
Coconut coir products that have been opened, hydrated, expanded, used, mixed with soil, fertilizer, compost, chemicals, or other growing materials are not eligible for return unless the product arrived damaged, defective, or materially different from what was ordered.
RETURN AUTHORIZATION
Before returning any item, you must contact us at:
support@cocogrows.com
Please provide:
- Your full name
- Order number
- Reason for return
- Photos of the product when applicable
- Photos of the shipping package when applicable
Please do not return products without contacting us first.
Returns sent without prior authorization may not be accepted.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged, defective, or materially different from what you ordered, please contact us within 7 days after delivery.
Please provide clear photos showing:
- The product received
- The shipping package
- The shipping label
- Any visible damage
After reviewing the claim, we may offer an appropriate resolution, including:
- Replacement
- Partial refund
- Full refund
depending on the circumstances.
RETURN SHIPPING COSTS
If a return is requested because of:
- Change of mind
- Customer ordering error
- Customer preference
the customer is responsible for return shipping costs.
If the return is caused by an incorrect, damaged, or defective item resulting from our error, we will provide an appropriate resolution at no additional cost to the customer.
Original shipping fees, when applicable, are generally non-refundable unless required by law or the issue resulted from our error.
REFUNDS
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method used for the purchase.
Please allow approximately 5–10 business days after a refund is issued for your bank, credit card company, or payment provider to process and post the refund.
Processing times are controlled by the financial institution and are outside our control.
ORDER MARKED DELIVERED BUT NOT RECEIVED
If carrier tracking shows that your order was delivered but you cannot locate the package, please:
1. Check around your delivery location.
2. Check front and rear doors.
3. Ask household members.
4. Check with neighbors.
5. Check parcel lockers, mailrooms, or reception areas.
6. Contact the shipping carrier.
7. Contact us at support@cocogrows.com.
We may request additional information or a signed non-receipt statement before opening a shipping carrier investigation.
When reviewing a delivery claim, available evidence may include:
- Carrier tracking records
- Delivery date and time
- Delivery photographs
- GPS or geolocation information
- Signature records
- Carrier investigation results
REFUSED OR UNDELIVERABLE ORDERS
If an order is returned to us because of:
- Incorrect address
- Incomplete address
- Customer refusal
- Failure to collect the package
- Multiple unsuccessful delivery attempts
the order may be refunded after it is returned to us.
Where permitted by law, applicable shipping, return shipping, or carrier charges may be deducted from the refund.
ORDER CANCELLATION
We process orders quickly.
Cancellation requests are not guaranteed.
If an order has already entered fulfillment, been packed, or been shipped, the order may no longer be eligible for cancellation.
Once shipped, the order must follow our standard return procedure.
PAYMENT DISPUTES AND CHARGEBACKS
We encourage customers to contact us first if there is an issue with an order.
We will make reasonable efforts to investigate and resolve legitimate concerns.
If a payment dispute or chargeback is filed, we may provide the payment processor, card network, issuing bank, or other relevant financial institution with information related to the transaction, including:
- Order confirmation
- Customer checkout information
- Shipping address
- Billing information
- Shipping label
- Tracking records
- Delivery confirmation
- Customer communications
- Refund records
- Fraud screening information
- Applicable store policies
Nothing in this policy limits consumer rights that cannot legally be waived under applicable law.
CONTACT US
Cocogrows
Operated by FASTANDCHEAP LLC
1405 Brentwood Dr
Fort Collins, CO 80521
United States
Email:
support@cocogrows.com
Phone:
+1 (408) 430-2347