Cancellation policy

Purchase, Cancellation, and Refund Policy

Thank you for your purchase; it is a pleasure to serve you.

If you notice any issue or discrepancy with your order or the related invoice, you must notify us within twenty‑four (24) hours of receiving your product. After this time, your order and the associated invoice will be considered accurate and accepted.

Please read the following policy carefully before placing an order.

1. Purchases

By placing an order on our website, you confirm that:

  1. You are at least 18 years old, or using the site under the supervision of a parent or legal guardian.

  2. You understand that our products are dietary supplements and are not intended to diagnose, treat, cure, or prevent any disease.

  3. You have reviewed the product descriptions and ingredient lists and are responsible for confirming that the products are suitable for your personal use.

Prices, products, and availability are subject to change without notice. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice.

2. Order Changes and Cancellations

We begin processing orders quickly to ensure prompt delivery.

  1. Order changes
    If you need to update your shipping address, items, or other details, please contact us as soon as possible at takebite@cocorau.com.  We will make reasonable efforts to accommodate changes before the order is shipped, but we cannot guarantee modifications once processing has begun.

  2. Order cancellations

    • You may request cancellation before your order has shipped by contacting us at takebite@cocorau.com.
    • If your order has already shipped, it cannot be canceled. In that case, you may be able to process a return under our Returns & Refunds Policy below.

  3. Right to cancel orders
    We reserve the right to cancel any order due to suspected fraud, product unavailability, pricing errors, or other reasons. If we cancel your order, we will notify you and issue a full refund to your original method of payment.

3. Returns & Refunds

We want you to be satisfied with your purchase. If you are not happy with your order, you may be eligible for a return under the conditions below.

3.1 Return Window

  • You may request a return within five (5) days of delivery as shown by the carrier’s tracking information.
  • After this 5‑day period, we are unable to accept returns or issue refunds, except where required by law.

3.2 Eligibility for Returns

To be eligible for a return:

  1. Your return request must be submitted within the 5‑day window.
  2. Products must be in the following condition:
    • One (1) opened unit per product is allowed for first‑time purchases so you can try the product.
    • All additional units must be unopened, unused, and in their original packaging, with safety seals intact.
  3. We reserve the right to deny a refund or issue partial store credit if returned items do not meet these conditions.

3.3 First-Time Purchases vs. Subsequent Purchases

  1. First-time purchase of a product

    • If you are trying a product for the first time and are not satisfied, you may return one opened unit (plus any unopened units) within the 5‑day window.
    • If your return is approved, we will issue a refund to your original method of payment for the eligible items, less any shipping charges that are non‑refundable.

  2. Subsequent purchases (reorders)

    • For repeat purchases of the same product, only unopened and unused units are eligible for return within the 5‑day window.
    • For these returns, we may offer store credit or an exchange instead of a refund to the original payment method, at our discretion.

4. Return Shipping Costs

  1. Our error or defective/damaged items

    • If we shipped the wrong item, your order arrived damaged, or there is a quality issue that is our responsibility, we will cover the cost of return shipping or provide a prepaid shipping label.
    • After inspection and approval, we will issue a refund to your original method of payment or offer a replacement product.

  2. Change of mind or preference-based returns

    • If you simply change your mind, decide you do not like the taste, or the product does not meet your personal preference (but is not defective), you will be responsible for all return shipping costs.
    • Original shipping fees (if any) are non‑refundable.

We are not responsible for returns lost or damaged in transit. We recommend using a trackable shipping service and purchasing shipping insurance for your return.

5. How to Request a Return

To request a return:

  1. Contact us at takebite@cocorau.com within 5 days of delivery.
  2. Include your order number, the items you wish to return, and the reason for the return.
  3. We will review your request and, if approved, provide instructions and a return address (and a prepaid label, if applicable).

Please do not send products back without first contacting us and receiving return instructions, as this may delay or prevent processing of your return.

6. Refund Processing

  1. Once we receive your return, we will inspect the items to confirm eligibility.
  2. If your return is approved, your refund, store credit, or exchange will be processed within 7–10 business days.
  3. Refunds (when applicable) will be issued to your original method of payment.
  4. Depending on your bank or credit card company, it may take additional time for the refund to appear in your account.

We reserve the right to issue store credit or deny a refund if returned items do not meet the conditions of this policy.

7. Non-Returnable / Final Sale Items

For health and safety reasons, certain items may be non‑returnable or final sale. These may include (but are not limited to):

  • Products marked as final sale on the product page.
  • Items that have been significantly used or tampered with.
  • Any item returned outside of the 5‑day window (unless otherwise required by law).

[NEEDS: Add any specific products or categories that are always final sale, if applicable.]

8. Shipping Delays and Lost Packages

  1. Carrier delays
    We are not responsible for delays caused by the shipping carrier, weather, or other factors beyond our control. However, we will do our best to assist you in tracking your order.

  2. Lost packages
    If your tracking information shows that your package was delivered but you cannot locate it, please contact the carrier first. If you still cannot locate your package, contact us at takebite@cocorau.com and we will work with you and the carrier to investigate.

9. Contact Information

If you have any questions about this policy, your order, or our products, please contact us at:

  • Email: takebite@coccorau.com
  • Mailing address: Howland Avenue, Kingston, NY 12401

This policy applies to purchases made directly from our online store by customers in the United States. We may update or modify this policy at any time. Any changes will be posted on this page with an updated revision date.