Refund policy

We want every Passion de Coco order to arrive in beautiful condition and meet the standard you expect from us. If something is not right, please contact us at sales@passiondecoco.com and we will help you resolve it.

Nothing in this policy limits your rights under applicable South African consumer law.

Change-of-Mind Returns

You may request a return within 7 days of receiving your order, provided that:

The product is unopened and unused.
All tamper-evident seals remain intact.
The product is returned in its original packaging.
The product and packaging are undamaged and suitable for resale.
Proof of purchase is provided.

For hygiene and safety reasons, we cannot accept change-of-mind returns of products that have been opened, used or had their seals removed.

Customers are responsible for the direct cost of returning an approved change-of-mind return. We recommend using a trackable courier service, as we cannot process a refund for a return that does not reach us.

Damaged, Defective or Incorrect Products

Please inspect your order when it arrives.

If your product is damaged, defective, unsafe or different from what you ordered, contact us as soon as possible at sales@passiondecoco.com.

Please include:

Your order number.
A description of the problem.
Clear photographs or a short video showing the product, packaging and issue.

Where the return qualifies under applicable consumer law, Passion de Coco will arrange or cover the reasonable cost of returning the product and provide the appropriate remedy, which may include a replacement or refund.

Opened or used products may still qualify for a remedy where they are defective, unsafe or incorrectly supplied.

Requesting a Return

To request a return, email sales@passiondecoco.com with your order number and reason for the request.

Please do not send a product back before receiving return instructions from us. Approved returns will be issued with a Return Authorisation Number and the correct return address.

Products sent without prior authorisation may delay the assessment of your return.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Original delivery charges may not be refundable for an ordinary change-of-mind return, unless required by law.

Your bank or payment provider may take additional time to reflect the refund after it has been processed.

Please contact sales@passiondecoco.com if an approved refund has not appeared after the processing period advised by your bank or payment provider.

Order Cancellations

We will do our best to assist, but we cannot guarantee cancellation once an order has entered fulfilment or has been handed to the courier.

If an order has already been dispatched, it will need to follow the applicable returns process after delivery.

We do not charge an automatic 15% cancellation fee. Any permitted charge will be reasonable, clearly communicated and applied only where allowed by law.

Incorrect Delivery Information

Customers are responsible for checking that their delivery information is complete and accurate before submitting an order.

If you notice an error, contact sales@passiondecoco.com immediately. We will try to update the details before dispatch, but we cannot guarantee that changes can be made once fulfilment has begun.

Additional courier costs caused by an incorrect or incomplete address, an uncollected parcel or repeated unsuccessful delivery attempts may be charged to the customer where reasonable and permitted by law.

This does not apply where the delivery problem was caused by Passion de Coco or its delivery partner.

Hygiene and Intimate Products

Pearl White is an intimate-use product. To protect the health and safety of our customers, opened or used products cannot be returned because of a change of mind.

This hygiene restriction does not affect your statutory rights where a product is defective, damaged, unsafe or incorrectly supplied.

Contact Us

For returns, refunds or order queries, contact:

Email: sales@passiondecoco.com
Response time: 24hr
Business name: Passion de Coco
Business address: Hilltop Farm, 10 Kamberg Road, Rosetta, 3301