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Return, Refund & Exchange Policy

At Coconana, we want every shopping experience to be a happy one. If you face any issue with your order, our team is here to assist. Please read our policy carefully before reaching out.

Contact Us First

For any return, refund, or exchange request, please contact our customer service team via:

Kindly include your Order Number, photos of the item, and a short explanation of the issue. Our team will investigate and advise the next steps.

Return & Refund Policy

We will accept returns and provide a refund if the issue is caused by us, including:

  • Defective items

  • Wrong items sent

  • Missing items

Refund Mode

Refunds will be issued via Bank Transfer or Original Payment Method or Store Credit.

Refund Period

Approved refunds will be processed within 7 working days after we receive and verify the returned item.

To be eligible:

  • Contact us within 7 days of receiving your parcel.

  • Item must be unused, unwashed, and in original condition with tags.

Non-Refundable Situations

We do not accept refunds for:

  • Items ordered in the wrong size if the item received matches our size chart and product description.

  • Change of mind.

In such cases, we offer an exchange option (see below).

Exchange Policy

If you ordered the wrong size or wish to change the design, we offer exchange options:

Option 1: Exchange at Our Warehouse (FREE)
You may visit our warehouse to exchange your item at no additional cost.

Option 2: Door-to-Door Exchange Service (RM18)

  • We will arrange a courier to pick up the item from your address.

  • Once we receive and verify the returned item, we will send the new item to you.

  • This service incurs a RM18 fee to cover the return and re-delivery logistics. Payment must be made before the new item is shipped.

General Conditions

  • All returns/exchanges must be requested within 7 days of receiving your parcel.

  • Items must be in original, resellable condition (unused, unwashed, with tags and packaging).

  • Exchanges are subject to stock availability.

  • We reserve the right to reject returns or exchanges that do not meet our policy.

If you have any questions or need help with your order, please don’t hesitate to reach out. We’re happy to assist!