Terms of service

These terms set out the agreement for online trading between BY CW ENTERPRISES AUST PTY LTD Trading as COCOWILLOW and the user of this website ("You"). Please read them carefully before proceeding with entering the website. You must accept these terms and conditions to access this website any further. 

This website is owned and operated by BY CW ENTERPRISES AUST PTY LTD Trading as COCOWILLOW.

 

RETURNS POLICY

All sales are subject to our Returns & Exchanges Policy.

 

FAULTY POLICY

We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, please contact us as soon as you receive your order. This way we can guide you through the returns process and help resolve the problem. Please provide our team with images of the damage, defect, or fault for a preliminary assessment.

If the product is confirmed to have a manufacturing fault, we will arrange to replace the product at no extra cost to the customer, if we cannot replace the product a refund or store credit will be issued. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.

It does not constitute a defect, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, or failure to use in accordance with care for instructions.

Please see our full Returns & Exchanges Policy for more information.

GIFT CARDS

Gift Cards may only be redeemed on the COCOWILLOW website. Gift Cards are valid for three (3) years from the date of purchase. Gift Cards are not redeemable for cash and must be used for a one time purchase no credit will be applied  and carried forward for further use. Unfortunately, COCOWILLOW does not take responsibility for any lost or stolen Gift Cards. If an order is made using a gift card and is then cancelled or returned, the portion of the purchase attributable to the gift card will be refunded as a store credit only. Gift card purchases may be subject to security checks from time to time, resulting in longer processing time.

 

STORE CREDIT

Store credits are applied to the account registered with the same email address used to place your order. Store credits cannot be transferred to other accounts. Store credit is valid for three (3) years. Any balance that remains after the 3 years will not be available for use. Store credit does not accrue interest, nor can it be redeemed or refunded for cash. If an order made using store credit is cancelled or returned, the portion of the purchase attributable to the store credit will be restored to your account only. Store credits are a one time use only and must be used in full no outstanding credit will be carried forward for future use.

PROMOTIONAL CODES

 

COCOWILLOW occasionally has special offers that can be applied to your order by using a promotional code. To take advantage of these promotions, you must enter the promotional code in the space provided during the checkout process and hit the "apply" button. The value of the promotion will be applied to your order automatically.

If you have not applied the promotional code but order was placed during the event, contact our team straight after you’ve placed your order. It is up to COCOWILLOW’S discretion to refund you the discounted amount.

Please note, only one promotional code may be used per transaction. Unless otherwise specified each promotional code may only be used once per customer.