Returns & Refunds Policy

At Glass Cocoon, we want you to be completely satisfied with your purchase. If things aren’t quite right, we are here to help.

1. Change of Mind Returns
We offer a return period of seven (7) days from the date you receive your item.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Return Shipping: For change-of-mind returns, the cost of shipping the item back to us is the responsibility of the customer.
Exclusions: For hygiene and safety reasons, used products cannot be returned for a change of mind.

2. Faulty or Damaged Items
Under the New Zealand Consumer Guarantees Act, if a product is faulty, not fit for purpose, or does not match the description, you are entitled to a repair, replacement, or refund.

Please inspect your order upon arrival and contact us at team@theglasscocoon.com within 48 hours if the item is defective or damaged.
If an item is deemed faulty, Glass Cocoon will cover the cost of the return shipping or provide a pre-paid courier label.

3. How to Start a Return

Email us at team@theglasscocoon.com with your order number and the reason for the return.
Once your return is authorised, please send the item to: 6 Butler Stoney Crescent, Silverdale, Auckland 0932
We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

4. Refunds & Processing

Once we receive and inspect your return, we will notify you via email.
If approved, your refund will be processed back to your original payment method within ten (10) business days.
Restocking Fees: We charge No restocking fee for returned items.

5. Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.